This article from Harvard Business Review demonstrates how the Internet of Things has begun to seamlessly connect technologies, unfortunately the components of an all connected ecosystem aren’t yet as interconnected as consumers would like. The integration is cumbersome and disjointed, leaving many support gaps. To deliver value in this new IoT era, companies must re-examine the scope of their services […]

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 implements best of breed, intuitive customer engagement solutions that give professional help desk and other support professionals on demand productivity and provide quick […]

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 […]

Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization on their way to purchase and after. But this focus can create a distorted picture, suggesting that customers are happier with the company than they actually are. And it distracts from the more important picture: the customer’s end-to-end experience.  In their research, the authors—partners at McKinsey—have […]

Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and […]

This report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.

Based on a primary research report 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 Ovum1, 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 […]