eMarketer estimates that ecommerce sales during the 2016 holiday season will increase 13% over last year, accounting for 20% of the industry’s annual sales revenue. More than half of those purchases will happen via mobile devices. This eBook outlines 5 tips for taking your customer engagement strategy to the next level this holiday season, to help you delight your customers […]

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 […]

Customers today are more connected, complex and demanding than ever before, and providing a consistent mobile experience across channels is a challenge. To remain competitive, businesses must quickly and effectively resolve problems and be ready to engage with customers across all devices and touch points. In order to address this challenge, we contacted 50 top retailers across various communication channels […]

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 […]