Customer Service White Papers

Customer Service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread.
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By: Avalara     Published Date: Mar 19, 2014

Assess your e-commerce tax risk. Complete our one-minute assessment to learn: do you have an issue with sales tax? Fill out the form to get started with three simple questions about your web operations.

Tags : tax, ecommerce, sales tax, tax liability, internet sales tax, best practices, e-commerce, customer service
    
By: SAS     Published Date: Mar 14, 2014

Stop to think about how - and how often - your business interacts with customers. Most organizations believe that only a small fraction of data on interactions generated are effectively put to use. Why is that? Check out this whitepaper to see.

Tags : sas, voc, voice of customer, visual text analytics, best practices, customer voice, sound of sentiment, text data
    
By: IBM     Published Date: Feb 27, 2014

This is a paper on model based requirements analysis where best practices in using modeling for requirements analysis and how that links with requirements management is discussed.

Tags : ibm, ibm software, systems engineering, best practices, model-based analysis, verifiable, it systems, customer needs
    
By: LogMeIn     Published Date: Jan 29, 2014

A Quick Guide for More Profitable Sales Meetings.

Tags : logmein, client expectations, sales meetings, sales, build relationships, business solutions, share information, engage clients
    
By: LogMeIn     Published Date: Jan 29, 2014

Based on a primary research eort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.

Tags : logmein, live chat, support, support environments, customer support, customer service, customer engagement, remote support
    
By: LogMeIn     Published Date: Jan 29, 2014

Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.

Tags : logmein, engagement, multi-channel, multi-channel service, customer support, live chat, social media, customer experience
    
By: LogMeIn     Published Date: Jan 29, 2014

This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers. The data was collected via an online survey from August to October 2012.

Tags : logmein, customer satisfaction, support services, service experience, hdi, technical support, customer interaction service, customer service
    
By: LogMeIn     Published Date: Jan 29, 2014

This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.

Tags : remote support, solution, complex, communication, sophistication, remote network management, customer interaction service, customer relationship management
    
By: LogMeIn     Published Date: Jan 29, 2014

Communicate the strategic initiatives of the support desk, the business impact of customer satisfaction, and the tools (remote support) that impact customer satisfaction

Tags : logmein, logmein rescue, customer service, customer support, customer satisfaction, remote support, customer interaction service, customer relationship management
    
By: LogMeIn     Published Date: Jan 29, 2014

This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and center of everything that the Service Desk does.

Tags : logmein, customer service, service desk, customer support, software, devices, self service, self help
    
By: LogMeIn     Published Date: Jan 15, 2014

This white paper includes highlights from the e-tailing group’s European Chat Mystery Shopping.

Tags : logmein, live chat, chat opportunities, e-tailing, boldchat, add live chat, retail community, quantitative elements
    
By: LogMeIn     Published Date: Jan 15, 2014

Today’s consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Take a look at the 2013 survey of internet shoppers.

Tags : logmein, live chat, e-tailing, multichannel communications, live chat best practices, channel usage, channel satisfaction, chat frequency
    
By: IBM     Published Date: Jan 02, 2014

"The Cincinnati Zoo & Botanical Garden is one of the nation’s most popular attractions, a Top 10 Zagat-rated Zoo, and a Top Zoo for Children according to Parent’s Magazine. Each year, more than 1.3 million people visit its 71-acre site, which is home to more than 500 animal and 3,000 plant species. Although the Zoo is a non-profit organization and is partially subsidized by Hamilton County, more than two thirds of its $26 million annual budgetis generated through its own fundraising efforts."

Tags : ibm, case study, botanical garden, increase revenues, customer experience, boost sales, effective marketing, effective promotions
    
By: Verint     Published Date: Nov 19, 2013

Companies have a wealth of customer data—but they often have difficulty consolidating and analyzing it to gain strategic advantage. This paper examines how organizations can apply text analytics to analyze information captured in customer interactions, and use it to enhance customer service while gaining a variety of business advantages.

Tags : verint, text analytics, social media, chat interactions, email, text analytics in action, customer communication, contact centers
    
By: Oracle     Published Date: Nov 13, 2013

Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.

Tags : zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions
    
By: Oracle     Published Date: Nov 13, 2013

Investing in the creation of a Transformational State of Knowledge builds a defensible advantage in delivering great customer experiences. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, transformational knowledge, single knowledge base, consumer-empowered market, customer advocacy, social support, innovation communities
    
By: Oracle     Published Date: Nov 13, 2013

Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, rightnow cloud service, contact center, valued customers, social-enabled customer service, customer conversations, social media
    
By: Oracle     Published Date: Nov 13, 2013

This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.

Tags : zenithoptimedia, oracle, executive strategy series, customer experience, empowering people, take initiative, power your brand, oracle service solutions
    
By: Oracle     Published Date: Nov 13, 2013

Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.

Tags : zenithoptimedia, oracle, web self-service, customer service, customer satisfaction, social support sites, customer needs, personalized web content
    
By: Oracle     Published Date: Nov 13, 2013

In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.

Tags : zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
    
By: Oracle     Published Date: Nov 13, 2013

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
    
By: Marketo     Published Date: Jul 30, 2013

Marketing Automation is technology that allows you to nurture leads through automated campaigns. Because marketing automation uses email as one of its methods for engaging customers, we are often asked, “What is the difference between Marketing Automation and Email Marketing?” For small businesses, marketing automation is a tool to take your marketing to the next level while saving your organization’s resources in the long run. Marketing automation builds upon your email marketing strategies to produce superior results. In this paper, we’d like to show you what marketing automation can do for you and help you decide if your organization is ready to graduate to a marketing automation solution.

Tags : marketing, marketing automation, email marketing, lead nurturing, small business, smb, crm, application integration
    
By: Aimia     Published Date: Mar 25, 2014

Identify the most important inflection points along your customer journey from curious newcomers to brand loyalists. In this Retail Brief, learn the 10 most important loyalty moments of truth — and offer a few guidelines for getting them right.

Tags : aimia, inflection points, marketing, customer loyalty, customer interaction, loyalty program. post-purchase service, interaction data, purchase cycle
    
By: Jive Software     Published Date: Feb 24, 2014

This IDC study addresses the management challenges and subsequent best practice outcomes that can be achieved through the integration of existing enterprise social network tools with other networks or enterprise applications.

Tags : jive, idc, social business, social software, integration, enterprise social network, esn, unified communications
    
By: Jive Software     Published Date: Feb 24, 2014

Want to rein in support costs without sacrificing service quality and customer satisfaction? You can. New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.

Tags : jive, customer service, customer service costs, spend management, customer service communities, social business, social business services, peer-to-peer support
    
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