IDC recently spent time with two customers of clientless remote software, Dell and Dover Federal Credit Union, who spoke about the importance of security, feature sets and the strong relationships …
The pace of technology change in today’s workplace affects everyone, from the CEO to the plant worker. But no one may be more affected that the help desk professional, who …
There are inherent limitations in traditional assisted support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the …
Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between …
Companies using live chat as part of customer interactions enjoy superior results than those who don’t. These results span cost reduction, revenue growth, and most importantly, customer satisfaction. This Aberdeen …
Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers …
Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted support …
ICMI and BoldChat by LogMeIn joined forces to help you connect to the trends and best practices that are shaping the customer experience landscape. This MarketPulse will provide contact center …
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 …
Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between …
