Articles By: LogMeIn, Inc.
Tech Support for the Internet of Things
This article from Harvard Business Review demonstrates how the Internet of Things has begun to seamlessly connect technologies, unfortunately the components of an all connected ecosystem aren’t yet as interconnected as consumers would like. The integration is cumbersome and disjointed, leaving many support gaps.
How to Select the Right Remote Support Tool: A Practical Guide for the Support Desk Owner
A transformation of the workforce has altered end user expectations and business needs, driving the need to build flexible, simple, and scalable remote support solutions – all while keeping support costs down.
2014 Remote Support Trends
Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, 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.
The Truth About Customer Experience
Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization on their way to purchase and after. But this focus can create a distorted picture, suggesting that customers are happier with the company than they actually are. the customer’s end-to-end experience.
The Alignment of Customer and Support Expectations
Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect?
The Business Value of Integrating the Contact Center Within Your Omni-Channel Strategy
This report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.
Live Chat in Support Environments: How Live Chat Impacts Customer Satisfaction
Based on a primary research report 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.
BoldChat Case Study: The North Face
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.
