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.
Results 1 - 25 of 443Sort Results By: Published Date | Title | Company Name
By: CA Technologies     Published Date: Oct 22, 2014

This paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it describes the requirements for a service desk solution to be truly effective in today’s business environment and it details how CA Cloud Service Management delivers on these key requirements.

Tags : service desks, service management platforms, service desk solutions, failing service desks, saas, mobile computing, mobile data systems, customer interaction service
    
By: Dyn     Published Date: Oct 16, 2014

Web presence is now a required option for customers accessing a business’s products and services. But more than just an option, web pages have become the face of most companies to the public. Learn how can you take control of the Internet effect on your company’s web presence through Internet monitoring, analysis and planning.

Tags : dyn, internet visibility, web infrastructure, web presense, customer service, online business, internet performance, network performance
    
By: LogMeIn     Published Date: Oct 10, 2014

This research report tackles important questions to help effective mobile engagement.

Tags : effective mobile engagement, consumer expectations, customers empowered by mobile, logmein rescue, mobile computing, mobile data systems, mobile workers, customer interaction service
    
By: Vindicia     Published Date: Sep 23, 2014

Vindicia has witnessed numerous best practices working with innovative digital businesses and noticed that companies that communicate the most effectively tend to follow three key practices consistently. This ebook give you three essential communication practices.

Tags : communication lifecycle, social network, communication practices, recurring billing, customer communication, consumers, digital goods, promotional offers
    
By: Vindicia     Published Date: Sep 23, 2014

Vindicia sheds light on the factors that affect the selection of business models, including pricing, packaging, and promotions and shares insights about how the way you bill customers can affect revenue today.

Tags : digital services, subscription, freemium, microtransactions, digital business model, digital subscription, subscription submodels, subscription best practices
    
By: Global Knowledge     Published Date: Aug 19, 2014

IT service managers are now required to rethink the way they deliver and support services. This white paper provides a snapshot of challenges for IT service and support and explains why the Service Desk is now more critical than ever.

Tags : it support, omnichannel support, cloud based services, end-user experience, it services, customer relationship management, customer satisfaction, customer service
    
By: BMC Software     Published Date: Aug 18, 2014

IT is embracing this new world of consumerized technology with a focus on its own employees as internal customers. Explore how customer-first policies can make use of social, mobile and cloud technologies to give workers the freedom and flexibility they desire to drive company productivity.

Tags : customer, cloud technology, internal, productivity, networking, it management, customer relationship management, customer satisfaction
    
By: LogMeIn     Published Date: Jul 18, 2014

A Nucleus Research case study on the experience on Rice Toyota using Rescue.

Tags : logmein rescue, roi case study, toyoate case study, customer support software, crm software, infrastructure, call center software, customer interaction service
    
By: LogMeIn     Published Date: Jul 18, 2014

A Case Study on Sling Media and its experience of LogMeIn Rescue

Tags : logmein, rescue, sling media, rescue case study, customer support, customer support reporting, call center management, call center software
    
By: destinationCRM.com     Published Date: Dec 10, 2014

Even though everyone seems to agree that integrating social media into contact centers is mandatory these days, most companies haven't yet really implemented a social channel, or they have dabbled with Facebook or Twitter, but haven't really treated social media with the same rigorous attention that they have given to other customer channels. In this Roundtable Webcast, our panel of experts offers their varied experiences and expertise to help our viewers figure out this newest customer channel.

Tags : customer channel, social media, contact centers, crm, customer relationship management, cem, customer service, facebook
    
By: destinationCRM.com     Published Date: Nov 19, 2014

One of the biggest challenges organizations face is today is delivering customer experiences that are consistent, personal, and engender loyalty. This Roundtable will focus on how best to plan and implement a winning CEM program.

Tags : crm, customer experience management, customer management, customer experience, buyers, business intelligence, cem, customer satisfaction
    
By: LogMeIn     Published Date: Oct 10, 2014

This report outlines the business value and best practices of integrating the contact center with omni-channel programs in order to deliver a seamless customer experience across multiple touch-points.

Tags : logmein customer service technology, intergrated contact center, customer experiences, customer technology, contact center, customer interaction service, customer relationship management, customer satisfaction
    
By: destinationCRM.com     Published Date: Oct 02, 2014

Download this month’s FREE installment of CRM magazine’s SMB Best Practices series, and find out how Enterprise level Customer Service solutions are within your reach.

Tags : crm, customer relationship management, customer service, customers, customer data, smb, small business networks, ebusiness
    
By: destinationCRM.com     Published Date: Oct 01, 2014

Learn how fully integrating your cloud contact center with other data sources within your enterprise can unlock their full potential.

Tags : saas, cloud contact center, crm, customer relationship management, customer service, cloud, best practices, call center management
    
By: Salesforce Desk.com     Published Date: Sep 19, 2014

It’s hardly surprising that half of small businesses fail within the first 1-5 years. It’s not easy to launch a new product, single-handedly manage everything from IT to accounting, fend off the competition, and grow a customer base — all at the same time. A great concept, capital, passionate employees, and a private chef can only get you so far. Offering awesome customer service can make the difference between a startup that flies and a startup that dies. Here are nine ways customer support can help you beat the competition and grow your business faster.

Tags : startup, customer service, customer support, business growth, product launch, customer base, customer interaction service, customer relationship management
    
By: Salesforce Desk.com     Published Date: Sep 19, 2014

What's the secret? Why do some startups hit the jackpot while others quickly fizzle out? These days it takes more than a great idea, some capital, and a ping-pong table to get a new business off the ground. Awesome customer service needs to be a part of your company DNA from day one. Although companies sometimes overlook it in the rush to get a product out the door, customer service can be the difference between a hot IPO and just keeping the lights on.

Tags : startups, customer service, product, business growth, company dna, customer interaction service, customer relationship management, customer satisfaction
    
By: destinationCRM.com     Published Date: Sep 09, 2014

Download this Free Best Practices installment from CRM magazine and learn the essential issues you should consider in your planning.

Tags : crm, cloud contact center, contact center, cloud computing, customer service, help desk, infrastructure, best practices
    
By: ForgeRock     Published Date: Sep 02, 2014

Watch this Gigaom Research On-Demand Webinar ; we will examine the immediate need to extend identity to customer audiences, the risks of doing so using legacy software, and the most effective path businesses can take to build for the future while recognizing value today.

Tags : forgerock, api, customer service, crm, business intelligence, business data, access management, identity management
    
By: IBM     Published Date: Aug 28, 2014

Analyst report from Aberdeen on how companies using analytics as part of customer service activities perform compared to those without analytics.

Tags : analytics, service analytics, customer lifecycle, best practices, business analytics, customer interaction service, customer satisfaction, customer service
    
By: TIBCO     Published Date: Aug 18, 2014

Today, the open API is one of the most powerful sources of competitive advantage. It comes down to the potential of your data and services. Download this new eBook to learn how a well thought-out API strategy can help you compete and grow in new ways.

Tags : tibco, api, byod, end user intelligence, business intelligence, byod, mobile device users, business strategy
    
By: TIBCO     Published Date: Aug 18, 2014

Digitalization—the process of exploiting digital information to maximize business success—has increased the value of your data to the point where it is arguably your most important asset. This paper explains why mastery will not be possible with merely adequate integration technology.

Tags : tibco, integration, data integration, business integration, business intelligence, intelligence, analytics, digitalization
    
By: Intel® Services     Published Date: Aug 15, 2014

With mobile hitting the mainstream, travel suppliers and intermediaries need to evolve their mobile offerings in order to satisfy the always-connected traveler.

Tags : consumer experience, api management, booking and purchase, datal flow, customer satisfaction, application integration, application performance management, customer interaction service
    
By: ClickSoftware     Published Date: Aug 13, 2014

This paper highlights the how field service performance and timely issue resolution impacts customer experience and details how Best-in-Class organizations are creating an environment centered on delivering exceptional customer service.

Tags : optimize field service, the imapct of customer service, cloud, mobile computing, mobile data systems, mobile workers, customer relationship management, customer satisfaction
    
By: Intel® Services     Published Date: Aug 12, 2014

In this guide we describe how APIs and API management offer a unique opportunity for both travel suppliers and intermediaries to better control their own destinies while increasing customer satisfaction.

Tags : application integration, best practices, customer satisfaction, customer service
    
By: Intel® Services     Published Date: Aug 11, 2014

The IHE framework and process provides a model that can help address these challenges of inefficient care coordination, disconnected data silos, and proprietary, non-scalable and cost prohibitive integration strategies.

Tags : customer relationship management, customer satisfaction, customer service, hipaa compliance
    
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