Quanton recruits Druid to speed service using conversational AI
Quanton has inked an A/NZ reseller and partner deal with AI-driven conversational business applications platform provider Druid.
"customer service" news, interviews, and features
News about customer service
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Customer service helps companies outperform competitors and drive growth
Economic uncertainty is a time to invest in customer experience, not cut it, and field service is rife with opportunities to exceed customer expectations.
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Salesforce to buy Israel's ClickSoftware for US$1.35 billion
Salesforce has agreed to buy US-Israeli software developer ClickSoftware for US$1.35 billion in cash and shares, in a bid to accelerate growth of its cloud-based products to manage customer service operations.
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Xero rolls out Salesforce-based service channel
Small business accounting platform Xero has launched its Salesforce-based Xero Central customer service channel.
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Checking in with the chatbots
The rise and rise of chatbots in Australia has been impressive. But are they any good?
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Jiva implements Oracle Service Cloud
Australian Internet service provider (ISP), Jiva, has implemented Oracle Service Cloud for its customer service interactions.
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Telco complaints drop to five-year low
The Telecommunications Industry Ombudsman (TIO) reports new consumer complaints were at a five-year low in the 2013 financial year, totalling 18.1 per cent less than the previous year.
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Aussie companies adopt social media for customer service: study
More than two-thirds (70 per cent) of Australian businesses are using the social media to deliver customer service, according to a study by consultancy and research firm, Fifth Quadrant.
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Optus refreshes its retail presence
Optus has refreshed its retail presence in Australia, opening 10 ‘yes’ pilot stores across Queensland, New South Wales and Victoria in March.
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Gillard government invests $4m in Vodafone
The Gillard government is providing $4 million to Vodafone Hutchison Australia to facilitate the creation of 750 new customer service jobs in Hobart.
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LogMeIn unveils customer care solution for operators, OEMs
Cloud-based solutions provider, LogMeIn, has unveiled a new mobile customer service extension for its Rescue solution which aims to accelerate problem resolution and reduce cost for businesses.
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Customer service needs to keep up with technology changes: [24]7
Software and services company, [24]7 CEO and founder, PV Kannan, claims customer service needs to be brought to the 21st century and businesses need to integrate it with technologies such as mobility and Big Data.
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Accommodate for always-connected customer, or risk losing business: Ovum
Vendors will need to add new analytics solutions, multi-channel metrics, and better collaboration tools in 2013 due to the needs of the always-connected customer, or risk losing business, according to analyst firm, Ovum.
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Ovum: Telcos to provide more customer service online
With a lingering reputation as the sector with the worst customer service, telcos will increasing focus on tending to their customers online, according to analyst firm, Ovum.
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iiNet chief: Bad telco customer service comes down to culture
The telecommunications sector is notorious for offering up bad customer service but this has more do with company culture and less to do with reducing cost, according to iiNet chief, Michael Malone.
