Remote IT Support Services: Lending a Helping Hand to IT Help Desk Staff
The pace of technology change in today’s workplace affects everyone, from the CEO to the plant worker. But no one may be more affected that the help desk professional, who faces an increasingly complex IT landscape—and multiplying end user challenges. remote IT support services such as LogMeIn Rescue can provide relief.
5 Critical KPIs for Field Service Success
Field service is becoming an increasingly competitive industry. More and more, companies are looking for ways to outperform the competition to retain and win customers. It is impossible to accomplish this — and to run a successful field service business in general — without leveraging KPIs. The reality is, today’s field service landscape is one of constant and continual improvement.
TSIA 2016 State of Customer Success
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.
5 Ways to Boost Your Bottom Line This Holiday Season
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.
Ovum “Where Contact Centers Are Missing The Mark With Customer Care” Infographic
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.
Ovum “Where Contact Centers Are Missing the Mark with Customer Care” Report
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.
Aberdeen “Mobile Shopper Experience Management”
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.
Aberdeen “Live Chat: The Gift That Keeps On Giving”
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.
