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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 Reports
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Redefining Service Delivery for Citizens
sponsored by ServiceNow
WHITE PAPER: A positive service experience drives more engagement with an organization. This applies in private and public sector, but it's not easy to achieve. Although everyone wants to provide excellent service, many challenges exist in delivering efficient, modernized services. In this white paper, review a checklist for modernizing customer experience.
Posted: 22 May 2019 | Published: 31 May 2019

ServiceNow

North Face Improves Online Customer Care with Bold360
sponsored by LogMeIn, Inc.
CASE STUDY: In this case study, explore how The North Face improved their online customer care with a live chat and email management tool from Bold 360. Review Bold360 product features and benefits, and decide if Bold360 is right for your organization.
Posted: 21 May 2019 | Published: 31 Dec 2018

LogMeIn, Inc.

Royal Bank of Scotland
sponsored by LogMeIn, Inc.
CASE STUDY: Royal Bank of Scotland implemented a tool that provided agents with contextual information about each customer in real-time, as well as relevant solution suggestions for improved efficiency and customer retention—read more to find out what the used.
Posted: 21 May 2019 | Published: 31 Dec 2018

LogMeIn, Inc.

How to Choose the Right Customer Service Software for Your Business
sponsored by LogMeIn, Inc.
RESEARCH CONTENT: In this report from Forrester, discover the best methodology for selecting a customer service platform. Learn what to look for in your next CRM suite, and explore top tips for evaluating specialty customer service vendors.
Posted: 21 May 2019 | Published: 03 Jul 2018

LogMeIn, Inc.

Zalando
sponsored by LogMeIn, Inc.
CASE STUDY: In dire need of a CX improvement, Zalondo discovered a solution that allowed their customers to receive intelligent search results and recommendations that expedited their help queries—read this case study to learn which solution they chose and what other ways it was able to improve their customer experience.
Posted: 21 May 2019 | Published: 31 Dec 2018

LogMeIn, Inc.

Exploring Customer Expectations in a Digital World
sponsored by Concentrix
RESOURCE: How do customers feel about AI and self-service? In this on-demand webinar from Concentrix, learn about today's latest trends in digital behaviors. Explore how customers feel about today's intelligent technology, and discover the importance of the mobile customer self-service experience.
Posted: 21 May 2019 | Published: 16 May 2019

Concentrix

The Customer Experience Role in Best-Run Midsize Companies: Embedding Intelligence to Drive CX
sponsored by SAP
RESEARCH CONTENT: In this research report, discover how an improved CX can help midmarket companies transform into intelligent enterprises. Explore why the best-run midmarket companies prioritize customer experiences, and explore how CX can drive your organization's digital transformation.
Posted: 20 May 2019 | Published: 20 May 2019

SAP

Empower the Digital Workplace with Enterprise Chatbots
sponsored by BMC
WHITE PAPER: In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.
Posted: 17 May 2019 | Published: 17 May 2019

BMC

Uncovering Digital Trends: Customer Expectations in a Digital World
sponsored by Concentrix
WHITE PAPER: In this white paper, learn how tracing today's digital trends can help inform businesses of their consumers' needs and wants. Explore what customer service looks like through a digital lens, and discover 4 ways to boost customer engagement with expert insight from Concentrix.
Posted: 16 May 2019 | Published: 16 May 2019

Concentrix

How Dish Network Unlocked the Power of SurveyGizmo to Create Incredible Value
sponsored by Survey Gizmo
CASE STUDY: In this case study, discover why Fortune 250 company, Dish Network, decided to replace their survey management tools with SurveyGizmo. Learn about SurveyGizmo product features and benefits, and decide if as survey management tool from SurveyGizmo is right for your organization.
Posted: 09 May 2019 | Published: 09 May 2019

Survey Gizmo

SurveyGizmo + Salesforce Integration: Make the Most of Your Data
sponsored by Survey Gizmo
RESOURCE: View this document to learn how a SurveyGizmo and Salesforce partnership can help your organization leverage its customer data, drive new leads, automate customer communications, and more.
Posted: 08 May 2019 | Published: 08 May 2019

Survey Gizmo

Content Center Best Practices for True 360 Degree Customer View
sponsored by Appian
WHITE PAPER: How do you balance all our modern technologies with human representatives for that elusive 360-degree customer view in order to remain competitive in the growing contact center industry? Watch this webinar to find out.
Posted: 07 May 2019 | Published: 31 Dec 2018

Appian

Case Studies of HR & IT Partnering to Transform the Employee Service Experience
sponsored by ServiceNow
WHITE PAPER: Download this white paper to learn about the transformative mindset that requires HR and IT to partner closely to deliver experiences that enhance the digital, human, and physical employee journey.
Posted: 03 May 2019 | Published: 03 May 2019

ServiceNow

Becoming a Best-Run Midsize Company: How Growing Companies Benefit from Intelligent Capabilities
sponsored by SAP
WHITE PAPER: As companies continue to adapt to the digital economy, they are looking for more efficient ways to drive revenue, empower employees, and respond to customer needs. In this research report, explore key findings from IDC's survey which aimed to identify key factors associated with business success and becoming a digitally engaged organization.
Posted: 02 May 2019 | Published: 31 Jan 2019

SAP

Product Feedback Management: How To Use Customer Intelligence For Product-Market Fit
sponsored by Survey Gizmo
WHITE PAPER: The need for product feedback is greater than ever before in part due to the ever-changing demands, expectations, and shopping savviness of today's consumers. In this white paper, explore how to implement a process that can be used to mature and enhance products over time by integrating customer intelligence throughout the product lifecycle.
Posted: 02 May 2019 | Published: 02 May 2019

Survey Gizmo

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

A History of Content Management Systems and the Rise of the Headless CMS
sponsored by Contentstack
RESOURCE: There will always be disruptive technologies that will change the CMS playing field. There is no doubt that AI and machine learning are going to play a huge role in the future of content management. To understand the future of content management, this blog looks at how CMS first came on the scene and why there are different types.
Posted: 01 May 2019 | Published: 18 Dec 2018

Contentstack

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

5 Best Practices for Building a Digital Student Community Experience
sponsored by Coveo
EBOOK: Download this e-book to learn why driving student success requires the digital student community experience to be unified, personalized and relevant, and uncover 5 strategic actions to help you get ahead.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Coveo

The Complete Guide to Powering Salesforce With Surveys
sponsored by Survey Gizmo
WHITE PAPER: In this white paper, learn how to power your business with second-by-second information, and drive immediate action through integrating your Salesforce CRM with SurveyGizmo. Explore the benefits of a SurveyGizmo and Salesforce partnership, and get the insight you need to execute your next installation with confidence.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Survey Gizmo

Heinen's Enables Market Expansion With Cloud-Based HR Solution
sponsored by Hyland
CASE STUDY: Heinen's, a small butcher shop had a goal of expanding into the Chicago area. However, the company realized its HR processes wouldn't keep up. It was clear the processes need to change. In this case study, learn why Heinen's chose to implement a cloud-hosted OnBase platform to simplify associate information management.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Hyland

Is Customer Experience (CX) More Important Than Product?
sponsored by Squelch
RESOURCE: The key to a successful CX culture is developing a sense of connection. At its most basic level, this connection must exist between customer support and success agents and the company itself, as agent satisfaction is critical to the overall success of a business. In this resource, learn how to create a winning CX by providing a seamless experience.
Posted: 30 Apr 2019 | Published: 08 Mar 2019

Squelch

Top 4 SaaS Performance Metrics Tying Customer Success to Bottom-Line Revenue
sponsored by Squelch
RESOURCE: Customer success professionals provide an essential benefit to customers, but can also have a significant impact on the overall health of a business's bottom line, particularly for a SaaS business. Download this resource to learn more about the top 4 SaaS performance metrics that tie customer success to bottom-line revenue.
Posted: 29 Apr 2019 | Published: 26 Oct 2018

Squelch

The Basics of Customer Case Management
sponsored by Squelch
RESOURCE: What is customer case management and how can it help your business? In this blog, learn about the basics of customer case management, review key features, top service providers, and the clear benefits for your organization.
Posted: 29 Apr 2019 | Published: 08 Feb 2019

Squelch
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