With its in-depth guidance and independent third-party vendor evaluations, Gartner’s Magic Quadrant market assessment can assist your organization in implementing an effective social business software solution. The full report covers 20 vendors, with specific information on their ability to execute and their vision for the future. The paper will delve into the follow categories for each of the 20 vendors: […]

As of January 2011 there were 600 million Facebook users and 200 million Twitter users. Many millions use social services, from sharing photos via Instagram to sharing files via Box.net to via SlideShare.So how many of your employees use social media? A lot. That’s because social has become a normal tool used to manage and organize our lives. Social tools […]

Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but […]

For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these […]

Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new channels, but also empower their teams to deliver an effective and consistent experience regardless of the channel selected by the customer. This document will highlight the key business capabilities that support a […]

Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations use live chat to engage with prospects and customers, metrics used to measure live chat success in support engagements and why organizations believe live chat helps them to achieve their business goals.

Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the opt-in world of passive chat, the new frontier in web-based customer engagement technology lies within a more dynamic discipline – the optimization of invitation driven chats. In this whitepaper, BoldChat® – with […]

Content drives business, and at any given moment buyers are searching for information that will inform them, educate them, or help them solve a problem. So how do you craft great marketing content that gets results? While there’s no cookie-cutter methodology, there are specific characteristics that most, if not all, successful marketing content shares. This guide gives you the top […]