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Customer Service

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ALSO CALLED: IT Customer Support, Customer Support
DEFINITION: Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004.  … 
Customer Service White Papers (View All Report Types)
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Customer Service Metrics That Matter
sponsored by Zendesk
WHITE PAPER: Customer service metrics help to track performance in your primary customer service mission – but you'll need data to be successful. Download this white paper to explore a defined path through all the data and uncover expert advice about how to best use the metrics found to be essential for managing your support operations.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Cultivating Customer Loyalty
sponsored by Zendesk
WHITE PAPER: Innovation in customer service, as well as customer experience, always means one thing: advancing our respectful understanding of customer as human beings. So, what's the best ways to cultivate customer loyalty? Download this white paper for some answers, and explore research findings on customers and their decision-making processes.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

Structuring your customer support organization
sponsored by Zendesk
WHITE PAPER: In order to quickly scale, customer service organizations must be organized by teams, tiers, and roles. Read this white paper to discover Zendesk's 3 suggestions for structuring your customer support organization.
Posted: 28 Nov 2018 | Published: 28 Nov 2018

Zendesk

Building a single customer view using APIs
sponsored by MuleSoft
WHITE PAPER: Download this white paper to learn how an API-led approach to integrating systems can help your organization achieve a full 360-degree view of your customers, through easy integration, automatic trigger updates, and more.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

MuleSoft

Tips for Providing Great Customer Service on Twitter
sponsored by Zendesk
WHITE PAPER: Download this white paper to learn about Twitter's evolving role as an interface for company-customer relations and how organizations can take advantage of the platform's key features to advance the work of customer service teams.
Posted: 27 Nov 2018 | Published: 27 Nov 2018

Zendesk

Customer Self-Service: Building Your Knowledge Base on a Solid Foundation You Didn't Realize was Already There
sponsored by Zendesk
WHITE PAPER: Download this white paper to find out how and why the start of a new chapter for your business is a great time to scale your customer service in a smart way and uncover 5 myths and realities of building a knowledge base for your customer self-service operation.
Posted: 26 Nov 2018 | Published: 26 Nov 2018

Zendesk

6 Tips for Building a Thriving Contact Center
sponsored by Zendesk
WHITE PAPER: This white paper highlights the key reasons you need a contact center to increase customer satisfaction, reduce costs, and grow your business community. Learn more about the 6 tips for building a thriving contact center.
Posted: 29 Oct 2018 | Published: 29 Oct 2018

Zendesk

The ROI Case for Omnichannel Support
sponsored by Zendesk
WHITE PAPER: Customer expectations have never been higher, and by taking an omnichannel approach to support, businesses are aiming to meet these expectations. Inside, discover key findings about omnichannel support, and how companies can focus on customer needs and preferences, regardless of which channel they use to contact support.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Zendesk

How Fast-Growing Digital Natives Can Innovate and Scale
sponsored by Zendesk
WHITE PAPER: This guide can help support teams that have already mastered the digital landscape (digital natives) understand the best next steps based on their unique profiles and to help them benchmark against their peers. You can also explore top recommendations for improving how digital natives engage with customers.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

Why Omnichannel Customer Support is No Fairytale
sponsored by Zendesk
WHITE PAPER: Omnichannel is how you can meet your customers where they are, wherever they are. In this white paper, explore 5 common misconceptions about omnichannel support, and find out why it's a must-have.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

KPI Guide for Omni - Channel Contact Centers
sponsored by Serenova
WHITE PAPER: In this white paper, explore the most useful KPIs for managing customer service, sales and collections contact centers, and the importance and complexity of measuring all aspects of the customer journey. Uncover a list of the type of data required by contact centers and how it can be used to help companies meet and exceed customers' needs.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

IT Managers' Guide to Cloud - Based Contact Center Infrastructure
sponsored by Serenova
WHITE PAPER: Inside, learn about the similarities and differences between on-premise and cloud contact center implementations, security concerns with migrating to a cloud-based infrastructure, and internal resources requirements. Uncover how companies can leverage the digital transformation era to deliver a frictionless experience and more.
Posted: 22 Oct 2018 | Published: 29 Sep 2017

Serenova

Services Packages for Customer Service Management (CSM)
sponsored by ServiceNow
WHITE PAPER: Inside, learn about customer service management services, and how they can address challenges through an effortless customer experience while proactively resolving issues.
Posted: 19 Oct 2018 | Published: 19 Oct 2018

ServiceNow

Taking Back In-House Control with ITSM and CSM
sponsored by ServiceNow
WHITE PAPER: After careful consideration, the UK's largest water supplier – responsible for over 900 million liters of water every day – decided it was time for their IT service management strategy to swim against the current. Read into this case study to learn how this company tapped into cutting edge ITSM and CSM to keep their business afloat.
Posted: 17 Oct 2018 | Published: 20 Aug 2018

ServiceNow

Customer Service Management 2018
sponsored by ServiceNow
WHITE PAPER: Customers become frustrated when client service representatives can't efficiently diagnose and resolve issues. Traditional CRM systems do not go beyond customer engagement. Read this white paper for more information on how financial service companies can improve their customer service.
Posted: 17 Oct 2018 | Published: 17 Oct 2018

ServiceNow

Reimagining Retail in the Digital Age
sponsored by Microsoft
WHITE PAPER: Retailers are facing challenges coming from a myriad of directions. In this white paper, explore the opportunities derived by digital transformation, and how retailers can reimagine their businesses and survey and thrive in today's competitive environment.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Microsoft

Artificial Intelligence & Intelligent Technologies
sponsored by ServiceNow
WHITE PAPER: According to ServiceNow, 89% of CIOs use or plan to use machine learning, and it's a key strategy for many in delivering personalized customer experiences. Read this white paper for more information on how to create more innovative customer service experiences within your organization.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

ServiceNow

CRM as a CX Enabler
sponsored by Avtex
WHITE PAPER: CX, at its core, is more effective when tailored to a customer's unique needs and preferences. In this white paper, learn how CRM impacts the success of CX programs in many ways. Continue reading to explore more strategies to maximize your CRM's support of CX initiatives.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Avtex

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

How Collecting Better Data About Your Customers Can Transform Your Business
sponsored by MASERGY
WHITE PAPER: In this white paper, find out how your organization can gain invaluable insights into customer behavior at a realistic price point, and how big data and the cloud can help engage customers during contact center interactions.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

Your Roadmap to Intelligent Assisted Support
sponsored by Coveo
WHITE PAPER: This e-book highlights the foundation to delivering more effortless and efficient support experiences that leverage your company's collective knowledge. You can explore a practical guide for customer support, knowledge management and customer experience leaders to create a roadmap toward intelligence assisted support.
Posted: 09 Oct 2018 | Published: 09 Oct 2018

Coveo

Guide to Mastering Intelligent Customer Service
sponsored by Coveo
WHITE PAPER: To make your staff more proficient, and to provide the effortless experiences your customers expect, your customer service workflow must be easy, relevant and smart. This e-book will serve as your guide to getting there.
Posted: 05 Oct 2018 | Published: 05 Oct 2018

Coveo

Owning the Amazon Search Results Page: How to Get Your Products to Rank Well
sponsored by ChannelAdvisor
WHITE PAPER: In this e-book, explore a breakdown of the essential components you need to address to get your products ready to compete for page one search results. Find out how you can use marketplace management platforms to unlock your full selling potential on any e-commerce marketplace and connect with more customers.
Posted: 04 Oct 2018 | Published: 04 Oct 2018

ChannelAdvisor

The AI-empowered Marketer
sponsored by Marketo
WHITE PAPER: In this infographic, learn how AI advances and accelerates marketers' ability to transform from one-size-fits-most marketing, to developing value through deeply personalized communication.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Marketo

Conversational Commerce
sponsored by LivePerson
WHITE PAPER: Most people communicate through messaging and this brand should be taking note of the popularity of communication through SMS, mobile apps, web and social channels. Download to discover the brand potential of online messaging for enhancing your customer experience.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

LivePerson
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