The Alignment of Customer and Support Expectations
Support organizations are implementing new technologies and processes to better connect customers with technical support teams. 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? Recent research by HDI delves into the two groups’ expectations and […]
The Truth About Customer Experience
This article from the Harvard Business Review shows how organizations that are able to skillfully manage the entire customer journey, versus just the typically emphasized touchpoints, reap enormous benefits. These benefits include enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. To realize these benefits, companies need to embed customer journeys into their […]
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. Dozens of case studies provided by remote support vendors clearly document that adoption of […]
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. Organizations are now looking to implements best of breed, intuitive customer engagement solutions that give professional help desk and other support professionals on […]
eBook | Profiting Through Performance
Online retailers do everything they can to build successful e-commerce sites to increase sales and drive revenue. There’s never any acceptable reason to let poor database and web site performance get in the way. When it comes to optimizing database performance, here’s what leading e-commerce retailers did to ensure optimal performance. Download this eBook to […]