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 […]
Online Training Made Easier With Video
Online training has long been recognized as a cost-saving alternative to live instructor-led training programs and a rising number of organizations are taking advantage. And the reason is simple. Online training is a powerful tool to educate customers, employees, and partners, virtually anywhere in the world, without the costly travel, facilities, and other operational resources […]
Multichannel Customer Service: Best Practices for Building Retail Loyalty
The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check the status of an order or get advice on choosing the right product, consumers today have an array of digital customer service tools at their disposal, the newest […]
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 […]
From Information to Insights – Understanding Big Data Online
Never before have digital marketers been blessed with such immense quantities of online customer data, yet been so incapacitated by how to use it. Marketers are sitting on a gold mine of customer intelligence – one that remains largely untapped because the advent of big data has yet to be followed by established practices for […]