Consumers have been increasingly vocal about their desire for more information to inform their purchase choices. However, they are also dissatisfied with traditional in-store service and are seeking out expert advice online—and not just from friends and family. To offer a complete and satisfying customer experience, retailers need to leverage the increasing power of online brand advocates to create uniquely […]

The cloud allows for global reach and scale, but you must ask the right questions to determine the cloud solution for you. Ensure glocalized support, end-to-end talent management, correlated data, adaptability, ease of use, and global collaboration.

Enterprise sales organizations are recognizing that tablets are becoming a critical tool in their sales peoples arsenal to help drive tangible business value. This report from Forrester Research, Inc. helps you understand how tablets are empowering sales people, how tablets drive value, from impactful presentations to better close rates, gives examples of successful companies that have implemented tablet sales enablement […]

Smartphones and tablets have changed everything: the way we communicate, the way we meet, the way we get around, the way we shop and more. The connected, on-the-go customer has literally shifted the balance of power in our society. Mobile users have easy access to information, unlimited options, and the ability to publically and instantaneously express praise or dissatisfaction. It’s […]

Based on a primary research effort 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 Ovum, 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 […]

LogMeIn’s 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, […]

Today’s enterprise IT organization is being asked to architect a network that can handle more requirements than ever before. Connectivity between public and private cloud data centers and the end user typically incorporates a 4th tier where application delivery appliances reside. It’s now necessary that the 4th tier extend further, reaching across the public Internet to ensure performance and control […]