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 business have long understood the financial ramifications of a satisfied and engaged customer and continue […]

This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers are engaging with, and how well they are doing. Additionally, it evaluates engagements for technical support vs. shopping, expectations of what makes a mobile engagement successful, the depth of mobile […]

Analyzing mobile shoppers’ habits to answer engagement questions in the new mobile reality. This free research report surveyed over 5,800 mobile device owners to discover how the mobile reality has affected customer engagement. So you can optimize your mobile strategy, improve satisfaction and increase conversions. The report covers: • What is the current state of mobile engagement? • Are there […]

The e-tailing group has had the good fortune to participate in the growth of eCommerce over the last 16 years, and is just as thrilled to witness the power and possibility of mobile devices given their growing importance for both consumers and retailers. There are new dynamics in play simultaneously, and many of the trials and tribulations of the early […]

The customer / company relationships stand in the midst of the mobile revolution. The growing consumer adoption and use of mobile devices means that customers are increasingly incorporating mobile as part of their interactions with businesses. However, are businesses ready for this change in customer behavior? This report will illustrate the business value of deploying a mobile customer care program […]

Remote support technology, including remote control, desktop sharing, and web collaboration, is one of the most popular platforms used across TSIA service disciplines. Today’s remote support solutions 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. Remote support solutions are […]

Sling Media uses the LogMeIn Rescue remote support solution with webbased chat to receive inbound customer support requests and resolve configuration issues with customer devices. By integrating Rescue with their Salesforce.com CRM solution the Customer Experience team is able to report on all customer contacts across all support channels phone call chat and community. This enables them to accurately tie […]

LogMeIn 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, increase […]