Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted support using the camera on a customer’s or an employee’s mobile device to quickly identify technical issues that are hard to describe over the phone. This IDC Technology Spotlight examines the business […]

Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers explain and describe a technical problem. Video has the capability of completely changing this dynamic, substantially increasing the likelihood of success for the agent and the customer. Read this report from Technology Service […]

Customer Support Organizations, now more than ever, are facing large challenges across their support services operations. The challenges go beyond the traditional support services type of questions such as channel mix, support metrics, and customer satisfaction drivers and are now focused on how to adjust their organizations to deliver outcome-based support. In addition, Support executives continue to receive incredible pressure […]

Customer success as a corporate practice and organizational entity continues to spread at a rapid pace across the technology industry. The TSIA 2015 Customer Success Baseline Survey showed that it is now becoming more of a common practice for firms to have a dedicated customer success organization. This makes sense when it is understood that moving customers consistently toward the […]

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 […]