Today’s multi-device, digital customers have higher expectations for customer service and are more empowered to change providers when they are dissatisfied. As such, businesses need to do more to meet customer needs across channels and provide fast resolution to improve loyalty. This report will help companies understand the relationship between support interactions, channels, and improving loyalty by investing in the […]

This report highlights how shopper’s growing use of mobile devices is changing the retail landscape and demonstrates the business value of designing a consumer-oriented mobile strategy with a focus on the key activities required to achieve success.

Companies using live chat as part of their customer interactions enjoy superior results than those that don’t. These results span cost reduction, revenue growth, and most importantly, customer satisfaction. This report highlights the performance gains enjoyed by companies using live chat as a key part of their customer interactions. It also illustrates how savvy live chat users maximize returns on […]

A slew of new challenges plagues European IT professionals, including skyrocketing cybercrime, never-ending new devices to support, and end-users who demand anywhere, anytime service. Featuring a new study from IDG and LogMeIn Rescue, this white paper explores those challenges and looks at how remote support solutions fit into the IT landscape in Europe.

Did you know that best in class field service organizations are 69% more likely than their peers to have implemented live collaborative video tools to loop in remote experts?  To learn more, download this report today, which highlights the increased use of collaborative video tools in field service to ensure technicians have the information and skills to solve problems on […]

When it comes to whether someone will recommend a product to others, certain attributes matter more than others.  A recent online survey of those using remote support tools found the 6 considerations that matter most.  Download this short, two‐age review to learn what critical attributes you should consider when evaluating a remote support solution.

A transformation of the workforce has altered end user expectations and business needs, driving the need to build flexible, simple, and scalable remote support solutions – all while keeping support costs down. Organizations are now looking to implement best of breed, intuitive customer engagement solutions that give professional help desk and other support professionals on demand productivity and provide quick […]

By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnected Internet of Things (IoT) will generate $2.3 trillion in revenue by the year 2025.  Now, in this HDI Research Brief, learn how the IoT will impact your support organization, and how to take advantage of critical opportunities for your […]