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Coveo G2B for CRM Enables a Complete View of Customer Information Deployable In Hours

Information access solution enables access to a unified view of customer data from CRM systems, tech support emails, support databases and more

BOSTON–Coveo Solutions Inc., a global provider of search-powered information access solutions, announced today the limited availability of Coveo G2B™ for CRM. Coveo G2B for CRM is the only information access solution to […]

Free or Cheap Help Desk Support Software

I’ve been focusing a bit too much on CRM and now it’s time to shift gears a bit.
I’m going to focus on the small to medium business as a one or two person IT shop can simply use Outlook and public folders to track help desk tickets and incidents.
Here are a few good (and free!) […]

Customer Service: Smile, Eye Contact, Use Last Name

I was reading the Seattle Times last weekend and came across this article on customer service.
In the years of my customer service experience, the motto Smile, Eye Contact, and Use Last Name has always been the key to obtaining great customer service.
For example, the hand shake was not promoted probably because of cultural issues, […]

ITIL’s IT Service Lifecycle - The Five New Silos of IT

By Rick Lemieux, www.itsmsolutions.com
The full article can be found here.
In my last article I spoke about IT’s evolution from its technological heritage into a Managed Services Provider utilizing the five domains of ITIL V3 as its ticket into the enterprise business leadership circle. Much has been written about breaking down the technological silos that have […]

CRM Not Helping: Customer Service Getting Worse

The article is from CRM Not Helping: Customer Service Getting Worse, Accenture Finds By TMCnet Contributing Editor’s David Sims.
Here’s what all those billions of dollars spent on CRM have bought you: A recently-released study by Accenture find that — brace yourself — companies “are not keeping pace with consumers‘ rising expectations for service, especially in […]

Happy Holidays, from CRM Help Desk Software . com

To all our blog readers and clients:
We would like to take this opportunity to thank you all for your continued support. Each and every one of you has helped us to where we are today, and has inspired us daily.

Thank you for all of your suggestions, comments and loyalty.
It has been […]

Best Books on CRM - Must Reads

Learn More about CRM. Here are the best books on the topic:
1. “CRM at the Speed of Light, 3e“ is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and […]

CRM-On-Demand: 7 Advantages for Small Business

By Vera Lang
Seven Advantages of a web-based CRM for small business are:
1. Web-based CRM, or CRM-on-demand, is a fraction of the cost of self-hosted CRM for small business as price is determined by the number of modules and users selected.
There are no additional computers to be purchased nor is there an internal IT team […]

Free Help Desk Software - Is It Worth It?

Help desk software is an application offered by companies, through which customers can access their technical support services. These programs not only offer customers with background and technical information of the organization and its services, these solutions also forward customer service requests and alerts the right agents via intranet.
Similarly, the application can be used […]

Support Ticket Software

A Support Ticket Software is a smart solution to support email queries quickly and efficiently without duplication of effort. The advanced system of email ticketing helps a better communication among customers and system users.
Having such a tool is designed to first of all organize all of your support workload and secondly to reduce the […]

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Complete List of CRM Vendors & Help Desk Vendors