How can a company use Web-based customer service to get and keep customers? Today, KANA Software is releasing its next-generation Web Customer Service (WCS) solution, with features intended to make ...

There's a new Magic Quadrant Report out from Gartner that focuses on vendors providing one of the most critical tools in a company’s online toolkit -- CRM Web Customer Service Applications. As in ...

The web is becoming a primary customer service channel for businesses including travel as more consumers shop and access information online, according to new research. Software company Transversal ...

Customer retention through excellent customer service is important for companies of all sizes in a tough economy. However, the challenges faced by small and midsized businesses (SMBs) are somewhat ...

Westford, Massachusetts-based Aspect Software is fresh from the United States Patent and Trademark Office with a new patent for a “dynamic help option for Internet customers,” which lets businesses ...

With online banking and investment trading growing apace, the financial community is taking steps to ensure that customers don’t get lost in cyberspace. At Crestar Bank, when the volume of customers’ ...

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a ...

BOZEMAN, MONT. — Right Now Technologies last week gave its Web customer service application new modules to handle servicewarranty contracts, as well as support for online chat and phone callback ...

Kana Software, a Sunnyvale, Calif.-based provider of customer service solutions delivered on premises or in the cloud, today announced its acquisition of process-based contact center provider Sword ...