12 posts and columns on customer support

News Byte

Oracle Grabs Knowledge Management Software Company InQuira

in News on July 28, 2011 at 8:29 am PT

Software giant Oracle announced that it has agreed to acquire InQuira, a privately held software company based in San Bruno, Calif., that specializes in the field of knowledge management. Financial terms are not being disclosed. InQuira’s software is aimed at helping customers find relevant answers to questions either online or from customer via service agents. Its customers include Yahoo, McAfee, the security software unit of Intel, 3M and Sprint.

Assistly Extends Customer Service to Facebook Walls

in Social on February 16, 2011 at 10:08 am PT

Assistly helps small businesses provide Web-based customer service and support with a platform that combines more traditional methods like email, chat and phone with Twitter and, as of today, Facebook.

Gawkergate Collateral Damage Now Includes the New York Times

in Enterprise on December 22, 2010 at 4:13 pm PT

In the 10 days or so since hackers purloined account data from the Gawker group of sites, several Web properties have urged users to change any potentially compromised passwords. Today, the New York Times joined the chorus.

Sprint Not Going to Sell Google’s Nexus One, Either

in News on May 10, 2010 at 1:06 pm PT

So much for Google’s plans to bring its Android hero phone, the Nexus One, to all four major U.S. carriers. Earlier this year, Verizon bailed on the device, and now Sprint has as well.

Feeling at Home With a Router

in The Digital Solution on March 30, 2010 at 9:02 pm PT

Like a hornets’ nest, the home router sits undisturbed by those who know better than to touch it. Valet is a new wireless router designed for people who are tired of being intimidated by a blinking box.

magicJack: Cheap, Way Overhyped, But Really Works

in Personal Technology on February 17, 2010 at 6:06 pm PT

Walt reviews magicJack, an Internet-based device for making phone calls from a computer.

The Nexus One a Superphone? Sounds More Like a So-So Phone to Me.

in Mobile on January 13, 2010 at 7:59 am PT

Early sales data for Google’s Nexus One are in and they seem to belie the “superphone” superlative the company’s attached to the device. According to market analytics firm Flurry, Google sold an estimated 20,000 units in its first week.
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Decent Nexus One Customer Support Apparently Not on List of Things Google Makes Universally Accessible and Useful

in News on January 12, 2010 at 12:03 am PT

With Android and Nexus One, Google claims to have “improved” the rate and pace of innovation in mobile phones and the manner in which they are distributed. Sadly, the search giant doesn’t seem to have done much for the way in which they are supported. Not a week after the device’s debut, Google’s support forums are rife with complaints from Nexus One owners who are clearly not getting the level of customer support they expect.
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iPhone Undermining Microsoft in Enterprise?

in News on August 7, 2009 at 6:00 am PT

Microsoft best get Windows Mobile 7 to market, and soon, because its delay may be causing the company to lose traction in the enterprise market. In a note to clients Thursday, UBS Securities analyst Maynard Um noted that Apple’s iPhone is making some inroads in the enterprise space and that they’re coming at Microsoft’s expense.
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RightNow Threatened by Salesforce Acquisition, JMP Says

in News on August 20, 2008 at 11:36 am PT

Half-a-billion-dollar (market cap) Rightnow Technologies (RNOW), which sells software over the Web to automate customer support, could be threatened by this morning’s announcement from Salesforce.com (CRM) that it’s buying privately held Instranet for software to expand in the call center market, according to a report out today from JMP Securities analyst Patrick Walravens.