Dovetail Software Blogs

There is an ongoing debate within the Support & Service industry as to why more CS&S issues aren't handled by means other than live agents. There are those who say that vendors haven't created the right solutions for customers to implement. There are others who claim that customers like to talk to live people, not machines. When I say ...

Scott Hornstein, co-author of the book Opt-In Marketing, recently penned A Novel Concept: What Do Customers Think of Customer Service? for Sales and Marketing Management and his column does indeed raise a somewhat novel concept. That is, he conducted a Q&A with the most important people in business, the customers to find out what they really ...

Why do I say this? Because I constantly see what the CRM media focuses on and how the executives within companies treat their customer service and support organizations. It is a sad commentary about how the CRM media treats what is still the largest segment (according to Gartner) of CRM – Customer Service & Support (CSS). And if the media, and ...

In canvassing the Dovetail and Clarify community on their needs and wishes, one area that continually comes up is a better search capability. Users fall into two camps. The first group has muddled through using Fulcrum or Hummingbird, and is extremely frustrated by its limitations and complexity. The second group attempted to use Fulcrum or ...

I recently read an article that announced an expansion of the relationship between SAP and RIM (owners of the Blackberry) SAP + RIM = CRM2Go. The writer states,             “As a result of what one SAP executive called ''co-innovation,'' a version of the latest SAP CRM software has been ...

While the U.S. suffers through declining home prices and rising unemployment, the Nero's of economics are tuning up their fiddles while trying to determine if we're technically in a recession. Forbes reported this week that,''Regardless of the GDP numbers, data show unambiguous signs of a struggling economy. For homeowners watching prices drop, ...

I have talked to a number of companies who have been analyzing their current enterprise software systems structure. Their struggle - Utilize a single vendor to provide all of the enterprise’s needs or choose a ''best of breed'' approach. Complicating this analysis is that there is a further debate between using a single CRM vendor for all of ...

I wish I could take credit for all the ideas I communicate, but I can’t, and I have our customers to thank for many of the good ideas we get. We’re lucky that our customers take such an interest in helping us. On a recent trip, I visited a prospect in the morning and we were discussing the possibility of Dovetail taking over their Amdocs support. ...

Just image, a company whose business is developing CRM software for Customer Service & Support who doesn’t provide great support themselves. What a contradiction! Lucky for Dovetail and its customers, this situation doesn’t exist. Utilizing my favorite motto, “Actions Speak Louder than Words”, let me cite a recent example that demonstrates ...

We may be biased but at Dovetail Software we think Bolt is a cool tool.The question is, what do YOU think?