Improving Engagement with Multi-Channel Service

In Aberdeen’s Trends in Customer Service 2012: Multi-Channel Edition (November 2012), only 39% of organizations reported that they had been able to drive improvements in customer satisfaction over the previous 12 months. An even lower percentage indicated success in enabling higher rates of loyalty and retention. This is not a recipe for success. Service is

Guidebook: Customer Case Studies

join.me by LogMeIn provides conferencing services to support presentations, sales demos, and online collaboration use cases. By speaking with join.me customers, Nucleus found that the ease of use for end users and administrators led to increased adoption, improved business productivity, and IT efficiencies. Also, join.me’s low pricing relative to functionality resulted in significant cost savings.

Prioritising the Live Chat Opportunity

The e-tailing group has had the good fortune to have monitored chat over the past 5 years where our views on this technology have been shaped by real chats with real retailers and consumer research that we have conducted jointly with BoldChat as they have taken a leadership role through their annual Live Chat Effectiveness

5 Best Practices for Smartphone Support; The enterprise guide to smart support for smart devices

This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business: customers receive the service they expect; end-users can work efficiently, enjoying the promised benefits of mobility; IT has its burden lightened, freeing up time for proactive work; and the

Legacy Remote Control Tools: Not Built for Today’s Helpdesk

Today’s modern enterprise seeks both efficiency and productivity — constantly looking for new and effective ways to boost employee workflow. This new enterprise has a global employee base that includes branch offices, telecommuters, and an on-the-go workforce that communicates using a variety of mobile devices. While the workforce has evolved, corporate helpdesks are still using