CRM - December 2008 - (Page 47)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. A.C. Moore 30 Amazon.com 30 Amtrak 30 Apple 14, 21 AT&T 14 Bank of America 17 Bankaholic (Bankrate) 17 Bankrate 17 Bespoke Strategy 16 BumpTop 46 Caliper 36 CareerBuilder.com 43 Chipotle (McDonald’s) 24 Citigroup 17 Comcast 24 Electronic Arts 18 farecompare.com 24 Geeks on the Way 43 GigglePrint (Custom Direct) 45 HotChalk 36 Intuit 30, 44 JetBlue 24 JPMorgan Chase 17 Macy’s 30 Netflix 30 Progressive 24 Starbucks 24 StarvingStudent.net 30 Travelocity 30 Unilever 24 United Rentals 36 Wachovia 17 Washington Mutual 17 Wells Fargo 17 Wendy’s 24 Zappos.com 24 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Knowledge Management Tools > > Product: Failure to easily locate answers to customer inquiries. Ever called into a contact center only to wait on hold for an agent who couldn’t call up records, find the right information, or even determine the best person to speak with? Frustration mounts, and consequently customer satisfaction—even loyalty—is at risk. It’s often not even the agent’s fault. With myriad applications and products to keep tabs on, it can be nearly impossible to instantaneously know every answer. Improve agents’ productivity and customers’ experiences with a knowledge management solution that enables agents to locate the right information seamlessly, answer the question, and move on to the next inquiry. Helpstream Community and Solutions Management Delivery Model: on-demand Price: Corporate Edition with five agents starts at approximately $8,000 per year. Business Benefits: Helpstream’s offering speeds the creation of solution articles, allowing agents to quickly fix any problems in existing content. All information essential to a customer service representative’s job is easily accessible, and evergreen content can be stored by taking advantage of built-in enterprise and community resources. Functionality: Seamless access to information comes in any type of digital format. Solution articles can be authored from multiple sources, including community discussion forums, case histories, and product documentation. Any set of instructions can be transformed into an interactive process, allowing users to instantly transition to and from assisted mode at any point in the interaction. Contact: Helpstream at 1-650-605-6800; or visit www.helpstream.com. > > Product: > > Product: Kana IQ Delivery Model: Web-accessed managed service or installed Price: Starts from $200,000 depending on the number of agent seats and servers deployed for self-service use. Business Benefits: Kana IQ delivers the right answers into every interaction across all channels, seeking to stem the tide of increasing call volumes and plummeting customer satisfaction due to inconsistent or ineffective knowledge. The offering differs from other search-only solutions that don’t offer a resolution to an issue, content management systems without definitive answers, and case management tools that lack effective search. Functionality: The solution offers self-service with seamlessly integrated escalation channels, allowing for the use of the optimal channels for each phase of resolution. A problem-centric content model aids in finding and recognizing good solutions, while in-process authoring allows for guided creation, review, and publication of content. Reporting and analytics built into the offering show which issues are being served and how well they’re being resolved. ■ADVERTISERS CRM magazine 22 www.destinationCRM.com/subscribe 1-800-300-9868 CRM eWeekly 15 www.destinationCRM.com/newsletter Information Today, Inc 13 www.infotoday.com/periodicals 1-800-300-9868 ITI Practical Books inside back cover books.infotoday.com/ 1-800-300-9868 RightNow Technologies back cover www.rightnow.com/nikon Contact: Kana at 1-817-237-4050; or visit www.kana.com. Consona Knowledge Management 7.2 (formerly Knova) Delivery Model: hosted or installed software Price: The cost depends on the number of agent users and applications desired. The contact center module is $1,000 per agent while self-service and forum modules start at $50,000 per central processing unit. Business Benefits: Intelligent customer experience applications reduce service costs, increase revenues, and improve satisfaction by enabling root-cause analytics to improve products, better problem resolution, and more-effective knowledge transfer. Consona’s forums enable peer support while self-service tools deflect calls and improve the user experience. Analysis with QlikView offers the ability to view operational trends and knowledge usage in a simple but robust analytics solution. Functionality: Process-driven applications deliver support through customer service agents and support analysts, the Web site, and communities of experts. The offering’s shared knowledge platform provides value-added access to any content source, while CRM integration lets entitled users escalate unsolved issues directly to the technical support center. Root-cause analytics offers structured feedback to drive ongoing product enhancements. CRM magazine Web Event Sponsor Thank You 42 www.destinationcrm.com/Webinars/ U.S. Postal Service inside front cover www.usps.gov ■WEB EVENTS Dec. 3, 2008: Nuance webinar 5 http://webinars.destinationcrm.com/nuance/124/ Dec. 10, 2008: Oracle webinar 9 http://webinars.destinationcrm.com/oracle/120/ Dec. 17, 2008: Citrix webinar 11 http://webinars.destinationcrm.com/citrix/125/ Contact: Consona at 1-888-8-CONSONA; or visit www.consona.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | DECEMBER 2008 http://www.Amazon.com http://www.CareerBuilder.com http://www.farecompare.com http://www.StarvingStudent.net http://www.helpstream.com http://www.Zappos.com http://www.destinationCRM.com/subscribe http://www.destinationCRM.com/newsletter http://www.infotoday.com/periodicals http://www.kana.com http://books.infotoday.com/ http://www.rightnow.com/nikon http://www.destinationcrm.com/Webinars/ http://www.usps.gov http://webinars.destinationcrm.com/nuance/124/ http://webinars.destinationcrm.com/oracle/120/ http://www.consona.com http://webinars.destinationcrm.com/citrix/125/

Table of Contents Feed for the Digital Edition of CRM - December 2008

CRM - December 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point The Rave Is Over CRM on Twitter Financial Frenzy Will Customer Experience Survive in a ‘Soft’ Economy? Holiday Humbug Empowered Consumers Are Ready to Flip the Switch Required Reading Transparency Spiff Up Your Site! They Aim to Please Mixing In a Little Sugar Sweetens the Deal A Newsletter Employs New Tactics A Site Stops Feeling Overtaxed Make ’Em Laugh—Personally Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - December 2008

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