Live Chat Effectiveness 2013
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. This year’s report explores how Internet […]
Live Chat in Support Environments
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 […]
Live Chat’s New ROI
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 […]
Best Practices In BYOD: BlackBerry Enterprise Service 10
Manageability, security and support – these are just a few of the reasons BlackBerry® Enterprise Service 10 is such a powerful Enterprise Mobility Management (EMM) solution. But as you’ll learn in this overview document, what makes it stand out even more is its flexibility: Control devices running on iOS, Android™ and BlackBerry® operating systems, across […]
Improving Engagement with Multi-Channel Service
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 […]