Tag Archives: Customer satisfaction

March 27, 2012 Posted in Business Leave a comment

Cloud’s Secret Sauce–Zendesk Delivers Best Practice Analytics and Customer Satisfaction Data

By Ben Kepes

I’ve long said that one of the key benefits of cloud applications is the ability of vendors to aggregate and anonymize data from their users, and to offer this anonymized aggregated data back to users who can then derive insights from comparisons between themselves and other vendors. It’s an area

Tagged Customer satisfaction, customer service, freshbooks, twitter, zendesk |

January 11, 2012 Posted in Business Leave a comment

Automation Only Goes So Far–Google Apps Launches 24*7 Phone Support

By Ben Kepes

Awhile ago I wrote a case study about SmartPayroll who are bucking the trend towards automated customer service and support and providing real live people for customers to talk to. At the time it seemed that SmartPayroll were something of an outlier while other vendors were firmly fixated on human-less

Tagged Customer, Customer satisfaction, customer service, google, Technical support, Zappos |

Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users.