The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing businesses have long understood the financial ramifications of a satisfied and engaged customer and continue […]

The continued explosion of mobile devices, ever-increasing customer expectations, and accelerating pace of business are pushing today’s support organizations to the brink. Luckily, remote support solutions are available which enable these same organizations to not just keep pace, but to continuously improve their customers’ support experiences. On this webcast, you’ll hear: – From John Ragsdale, Vice President of Technology & […]

For contact center agents and administrators, delivering an “average” customer experience can be challenging enough, let alone delivering an “exceptional” one. But great customer service isn’t a fantasy—hundreds of great companies deliver it daily. In fact, a recent Forrester study showed that the number of companies with “good” or “excellent” customer experience index scores has steadily increased between 2007 and […]

Smartphones and tablets have changed everything: the way we communicate, the way we meet, the way we get around, the way we shop and more. The connected, on-the-go customer has literally shifted the balance of power in our society. Mobile users have easy access to information, unlimited options, and the ability to publically and instantaneously express praise or dissatisfaction. It’s […]

Based on a primary research effort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. This report, inspired in part by recently released data from Ovum, had the following goals: • To understand how organizations are using live chat to engage […]

An outdoor product company specializing in clothing and equipment, The North Face has been creating innovative designs that push new technologies and inspire for more than 40 years. The customer is at the heart of everything The North Face does, so when the customer service team was given the responsibility of implementing live chat, their goal was to establish an […]

LogMeIn’s Rescue enables IT teams to support PCs, Macs, and mobile devices securely anywhere at any time over the Internet. In analyzing the experiences of Rescue customers, Nucleus found that a single remote support tool to support multiple types of devices, coupled with Rescue’s ease of use and management dashboards, enabled companies to increase support staff productivity, accelerate issue resolution, […]

The New mCommerce Reality research report shows how customers still desire consistent, quality service when shopping from their smartphones and tablets. In fact, 22% of respondents said that lack of human interaction was a challenge when it came to mCommerce. With this free report, you’ll learn about: • The growth of mCommerce and its place in the retail ecosystem • […]