The new era has had a significant impact on the way that companies interact with customers. Many traditional customer service functions are automated. Customers are able to self-serve through websites …
As you plan for your business’s future, you know you want to increase your revenues and broaden your customer base, but determining how you’ll meet those targets isn’t always easy. …
Support executives continue to receive incredible pressure to reduce the cost of delivering support. This pressure, along with the push to deliver outcome-based support, is forcing a certain amount of …
Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, …
By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnectivity will generate $2.3 trillion in revenue by the year …
Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs …
This article from the Harvard Business Review shows how organizations that are able to skillfully manage the entire customer journey, versus just the typically emphasized touchpoints, reap enormous benefits. These …
Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed. Our support …
Customers today are more connected, complex and demanding than ever before, and providing a consistent mobile experience across channels is a challenge. To remain competitive, businesses must quickly and effectively …
Adapting Live Chat and Remote Support for the Connected, Multi-Channel European Customer Today’s multi-device, digital customers have higher expectations for customer service and are more empowered to change providers when …
