Companies using live chat as part of customer interactions enjoy superior results than those that don’t. Below is an illustration of how live chat users compared to non-users perform across key metrics such as revenue growth, and cost reduction as well as creating positive customer word-of-mouth.

Companies using live chat as part of 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 their returns on […]

Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Dozens of case studies provided by remote support vendors clearly document that adoption of remote control capabilities can have […]

Today’s digital customers are engaging with companies on multiple channels from an array of devices and expect a seamless experience with fast resolution. Although businesses are fully aware of new channel trends, many are not addressing customers’ needs and top frustrations. This infographic provides a glimpse of the global insights gathered in Ovum’s research report and highlights the current state […]

This paper was written by Ovum in collaboration with LogMeIn. The research and analysis contained herein is based on original, independent research by Ovum. Ovum carried out a survey of 315 contact centre managers and 400 customers across North America, Europe and Australia & New Zealand. Responses were gathered through a web-based survey program in November and December 2014. The […]

When you account for the complete initial and on-going costs of an on-premises remote support deployment, the results can be unpleasantly staggering. A SaaS Remote Support deployment not only saves you measureable dollars, but also shifts the expense burden from a fixed capital expense (CAPEX) to a variable operating expense (OPEX).

Valiant Technology deployed LogMeIn Rescue to enable its help desk engineers to deliver a consistently high level of quality technical support to clients. Nucleus found that using Rescue enabled Valiant to increase productivity by reducing the time it took for engineers to remotely connect with clients, because they could access machines from any location without the need for a direct […]

What IDC calls the 3rd Platform — cloud, mobile, social, and big data/analytics — will continue to drive growth and innovation across all industries that depend on IT resources. As key enablers of the 3rd Platform, cloud and mobile technologies have played a crucial role in changing the way companies consume and use IT resources. Given these trends, the need […]