As more consumers and businesses turn to the Internet not just for information, but as a way to run their daily errands, the need for more sophisticated customer service grows unabated. The old one-two punch of call-center representatives and an online Frequently Asked Questions (FAQ) page does not ...
ServiceWare Technologies is branching into the mid-market with a new suite of knowledge management tools for customer service and support. The offering, dubbed ServiceWare Express, includes Web self-service, e-mail response management, chat and agent-facing tools, such as case management and reporti...
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