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customer support

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Published By: Group M_IBM Q1'18     Published Date: Dec 19, 2017
As organizations develop next-generation applications for the digital era, many are using cognitive computing ushered in by IBM Watson® technology. Cognitive applications can learn and react to customer preferences, and then use that information to support capabilities such as confidence-weighted outcomes with data transparency, systematic learning and natural language processing. To make the most of these next-generation applications, you need a next-generation database. It must handle a massive volume of data while delivering high performance to support real-time analytics. At the same time, it must provide data availability for demanding applications, scalability for growth and flexibility for responding to changes.
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database, applications, data availability, cognitive applications
    
Group M_IBM Q1'18
Published By: Zendesk     Published Date: Jan 19, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place. If you've been on the sidelines waiting to take the self-service leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service, every single day.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe Gartner’s new report, “Predicts 2018: CRM and Customer Experience”, can help prepare your business for the evolving world of CRM and the customer experience. According to Gartner, “By 2020, the CRM application software market will overtake the data management market, thus becoming the largest of all software markets.” With this in mind, it’s important for application leaders to take action to avoid losing out. Learn how you can plan your customer service organization more strategically and maximize your business' efforts.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Virtela Communications, Inc.     Published Date: Oct 12, 2011
Multinational companies (MNCs) are facing a unique combination of escalating customer, competitive and operational pressures which are forcing them to fundamentally change the way they do business and manage their IT infrastructures supporting network, security and mobility needs. Lack of IT resources, limited capex and more complex global implementations are driving an increasing proportion of MNCs to offload, or 'out-task', various aspects of their day-to-day management responsibilities to skilled third-parties that can help perform these functions well.
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health, global management service, cloud services, technology
    
Virtela Communications, Inc.
Published By: Velaro     Published Date: May 06, 2014
Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.
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live chat, live chat software, proactive live chat, online sales conversions, ecommerce, online customer experience, customer support productivity, online sales
    
Velaro
Published By: Freshdesk Inc.     Published Date: Dec 26, 2011
How a leading player in the Airlines Communications Industry scaled up their customer support to meet an increasing product line and customer base.
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customer service, help desk software
    
Freshdesk Inc.
Published By: SAP Hybris     Published Date: Oct 26, 2017
Supporting the Buyer Journey with Customer Service, which discusses the opportunity for customer service and support teams to improve the entire buyer experience through continuous pre and post-purchase engagement
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SAP Hybris
Published By: SolarWinds MSP     Published Date: Jan 25, 2017
Take a look at our E-book “How to Price managed Cloud Services,” to discover how you can use the cloud to your advantage. Learn how you can use an a la carte pricing model to bundle more services and drive more value for your customers and for your business. You can add a personal touch for your customers that no other IT service provider can give them – support, service and help when they need it.
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solarwinds, msp, managed cloud services, cloud
    
SolarWinds MSP
Published By: Hewlett Packard Enterprise     Published Date: Aug 15, 2016
Download this white paper to learn more about these notable findings from IDC's study of HP DC Service customers. HP Datacenter Care Service can reduce the costs of delivering mission-critical business processes by 23%. HP's Datacenter Care Service solution is able to reduce downtime by 88%, adding five hours of uptime annually to each internal user and $835,000 in revenue to each organization. Increasingly, x86 servers will need a higher level of operational support. On average, companies in this study were able to recognize an average ROI of 456% and pay back the initial investment in HP DC Service in six months.
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Hewlett Packard Enterprise
Published By: Freshdesk     Published Date: Aug 15, 2016
A Zombie-apocalypse is not something that keeps most support teams paranoid about. After all, it isn’t something that happens every day. But that is exactly what’s so scary about it? Zombie attacks can stem out of pretty much anything, right from a barrel of toxic gas that was accidentally opened, to a Black Friday sale with deep discounts on the latest gadget. And you can be pretty sure that the attack is going to start quick and grow big with very little warning. Unless your support team is ready when it strikes, you might wake up the next morning to find a burnt-up help desk, and a lot fewer customers. So how can you can you get your customer support to be ready for the zombie apocalypse? This guide will walk you through everything you can and should do to make your support team proactive before the zombies rise, effective during the attack, and heroes after.
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Freshdesk
Published By: Freshdesk     Published Date: Aug 15, 2016
Every helpdesk agent at every customer support team, anywhere in the world, dreams about Inbox Zero. However as most businesses grows from just a handful of support queries to hundreds of customers chocking the support hotline, they make the mistake of going on a hiring binge to reach that elusive promised land. The only problem? Hiring more support staff may not be the best way to scale up your customer support. This whitepaper talks about how you can scale your customer support without blindly scaling the team, with tips, ideas and insights like: - How to puncture the customer support hot-air balloon - Proactively identifying red flags and overloads - Top 4 things to know before you hire - Monitoring, understanding and reporting support trends - Tips to streamline your support process
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Freshdesk
Published By: Freshdesk     Published Date: Aug 15, 2016
There are quite a few things that your customers just aren’t telling you. But since you aren’t a telepath and you don’t own a Cerebro, the only thing you can do is wait for them to come to you with it. But not anymore. In this whitepaper, you'll learn the most important things that your support team should already know, but customers will never tell you, like: - Why you should design intelligence into your self-service experience - When you should resort to analytics and when "gut-feel" helps - How you can proactively manage, and prevent customer frustrations - What your core support bottlenecks are, and how to identify them - How to set a "Priority" driven support work-flow
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Freshdesk
Published By: Frontier Communications     Published Date: Dec 22, 2016
When you choose Frontier as your partner, your bank or financial services firm can take advantage of this experience and our extensive portfolio of network and equipment solutions. We will work closely with your team to assess your current situation, determine future communications requirements, and select products and services that fit into your timeframe and budget. What’s more, Frontier backs everything up with local customer support.
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Frontier Communications
Published By: Cherwell Software     Published Date: Apr 07, 2016
B/E Aerospace is the worldwide leading manufacturer of aircraft passenger cabin interior products and the leading global distributor of aerospace fasteners for commercial, business jet, and military markets. The company has leading worldwide market shares in all major product lines and serves virtually all of the world’s airlines, aircraft manufacturers, and leasing companies through its direct global sales and customer support organizations. Headquartered in Wellington, Florida, B/E Aerospace has grown to nearly 12,000 employees and 220 sites around the world and a true follow-the-sun model for global customer support.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cherwell Software     Published Date: Apr 07, 2016
Curves® and Jenny Craig® operate 7,000 Curves clubs and franchises globally and 400 Jenny Craig locations supported by IT service desks in California, Texas, and Australia. The two organizations combined to form Curves Jenny Craig in November 2013. Outdated systems, known internally as “the black hole,” plagued Jenny Craig with inefficient processes and created a lack of accountability. For example, records could not be categorized or prioritized properly, tracked by date or owner, and they could be intentionally hidden in an ambiguous status. Without visibility, Jenny Craig had no way to quantify the impact of their customer service. Mary Carter, manager of IT service, summed it up, “We had no reporting prior Cherwell Service Management.” Curves was in even worse shape as they logged tickets in an Excel® spreadsheet.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cherwell Software     Published Date: Apr 07, 2016
Highlights for Children, Inc. was founded in 1946 with the belief “that children are the world’s most important people.” Since its inception, the organization has been dedicated to helping children “become their best selves and become confident, caring, curious, and creative individuals.” Today, the Highlights for Children, Inc., family of companies includes educational publishers who publish textbooks and offer educational seminars for teachers, as well as a consumer division that publishes books, digital products, and four magazines for children ages 0-12. The flagship magazine is Highlights for Children, well known for its Fun with a Purpose.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cherwell Software     Published Date: Apr 07, 2016
Recently awarded Best Sandwich Menu Variety from NRN’s Consumer Picks Survey, Jason’s Deli is known for providing healthy menu options and excellent customer service to millions of customers each year. Their goal is to delight customers and create a positive experience every time. The Jason’s Deli IT department is no different. IT sets the same high standards for service delivery as Jason’s Deli does in their restaurants. IT partners with all areas of the business and wants to be “easy to do business with.”
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cherwell Software     Published Date: Apr 07, 2016
Seattle Cancer Care Alliance (SCCA) serves as the clinical arm for research and treatment studies for Fred Hutchinson Cancer Research Center, University of Washington Medicine, and Seattle Children’s. The organization’s outsourced IT service desk operated adequately, but a desire for financial savings, enriched customer relationships, and improved HIPAA compliance drove SCCA to seek out another solution.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cherwell Software     Published Date: Apr 07, 2016
Cherwell Service Management™ software empowers IT organizations to easily manage their infrastructure at a fraction of the cost and complexity associated with traditional, legacy IT service management software. Designed with a metadata-driven approach, the Cherwell Service Management platform can easily be configured to meet process and integration requirements without writing or touching a single line of code. Furthermore, configurations will never break during version upgrades.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cherwell Software     Published Date: Apr 07, 2016
ITSM tools automate the tasks and workflows associated with the management and delivery of quality IT services to the business. In its 2015 Magic Quadrant for IT Service Support Management Tools, Gartner compares 10 vendors on the vision and execution.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software
Published By: Cisco     Published Date: Dec 04, 2015
Infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, zk research, wifi, multigigabit network, networking, wireless
    
Cisco
Published By: Cisco     Published Date: Jul 08, 2016
Employees who can work securely anywhere help Cisco gain revenues, improve productivity, and deliver better customer service. Employees are mobile because we support everyone with technology and policies that allow them to work flexibly in terms of time, place, and device. We deliver this capability through Cisco products for secure wireless LAN (WLAN) and home and remote access (Cisco Virtual Office and VPN), as well as softphones, Cisco® WebEx®, Cisco Spark™, and extension mobility features. Our bring your own device (BYOD) policies and program allow employees to use their personal mobile devices to access the Cisco network, after the device is registered and confirmed as compliant with our security requirements for making it a secure or trusted device.
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Cisco
Published By: SAS     Published Date: Jan 17, 2018
The Connected Customer is an individual who is intimately connected to the data, outcomes, decisions, and staff associated with any relationship to an organization. This intensely personal connection is not just a matter of the most recent transaction, but represents a combination of connected data, connected analytics, and collaborative decisions associated with improving the customer’s relationship with the organization over time. In this report, Blue Hill explores the key traits associated with supporting the Connected Customer through the Internet of Things, and provides guidance on why the Internet of Things will be essential across the general business landscape.
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SAS
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