I just finished reading an article in the San Jose Mercury News about a study done by cloud vendor LiveOps about social media support, claiming that 70% of customer complaints on Twitter and Facebook are ignored; the average response time for Facebook questions  Continue reading

The following post was previously published on John Ragsdale’s blog, Ragsdale’s Eye on Service, and is re-posted here with permission.
I consider myself an expert on knowledge management for support. But when I have questions, I go to someone with even  Continue reading

The following post was previously published on John Ragsdale’s blog, Ragsdale’s Eye on Service, and is re-posted here with permission.
I had a great inquiry from a TSIA member today who is working on a mobile device strategy for their  Continue reading

More and more companies are starting to tinker with online video, whether it’s to connect workers in the field with their home office, or to post how-to clips for customers online. The benefits are potentially huge — saving unnecessary truck rolls, relieving  Continue reading

John Ragsdale, vice president of technology research for the Technology Services Industry Association and author of the new book Lessons Unlearned, reports back from the 2012 Technology Services World conference in Santa Clara on the best and most popular topics  Continue reading

As more and more organizations turn to their field service operations as lead and sales generators, it’s important for those departments to stay current on the latest trends in buyer behavior. In this post, initially published on his Eye on  Continue reading

John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA), led a panel at the Enterprise 2.0 conference about how companies can measure and use social engagement with their customers. His recap of the panel along  Continue reading

John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA), recently sat down with Stacey Epstein, vice president of marketing for field service management software company ServiceMax to talk about the technology driving field service today  Continue reading

Bill Rose, advisor and advocate for the services industry, discusses why  successful tech support managers must balance social finesse and technical skill — and why the best techs don’t always make the best managers. Republished with permission from Ragsdale’s Eye on  Continue reading

Oracle has been losing CRM marketshare to Salesforce in recent years, which sheds light on its recent acquisition of knowledge management provider Inquira. But, as John Ragsdale writes, Oracle’s move may be too little, too late as service firms have  Continue reading

A recent customer service webcast about B2B chat was so popular, they couldn’t get every question answered. Here John Ragsdale answers some of those questions, including how companies can use chat functionality to drive sales as well as customer satisfaction.  Continue reading

Customer service is getting more scientific all the time. It’s no longer enough to give “service with a smile” and hand out comment cards. What customers think about the service they receive is the difference between a company growing and  Continue reading

TSIA is pleased to announce the categories for the Fall 2011 Recognized Innovator Awards, which honor TSIA partners for outstanding innovation in products and services. Awards are judged by a panel of TSIA members and industry experts, with awards presented  Continue reading

I’m getting ready for Thursday’s webcast with ServiceMax, What’s all the Chatter about? Leveraging Social Media Tools to Drive Collaboration and Tribal Knowledge in Field Service, and I’m very excited about seeing field service get more involved in social media.
According to  Continue reading