Customer Support Software

EGUIDE: The pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.

Posted: 02 Nov 2021 | Published: 02 Nov 2021

EZINE: In this week's Computer Weekly, we find out how an artificial intelligence system for tracking puffins could help boost renewable energy use. We examine the often-overlooked, but often damaging, diversity issue of age discrimination in tech. And we look at the key considerations when choosing enterprise cloud file services. Read the issue now.

Posted: 11 Oct 2021 | Published: 11 Oct 2021

CASE STUDY: Examine this short case study to learn how Open Universities Australia partnered with LivePerson to scale automation across channels, boosting customer satisfaction scores by 20% and improving lead generation with a bot that resulted in 250% ROI within the first six weeks of its launch.

Posted: 15 Jul 2021 | Published: 15 Jul 2021

WEBCAST: In this webcast from Alchemer, hear the company’s CEO, VP of Customer Success, and Director of Growth Marketing discuss their prediction for how customer experience will change throughout 2021. Access it here to learn 5 trends they have forecasted.

Posted: 18 Feb 2021 | Premiered: Feb 18, 2021

CASE STUDY: In this case study, discover why Mozilla chose data collection platform Alchemer, and how its helped them gather customer feedback to improve experiences.

Posted: 12 Feb 2021 | Published: 12 Feb 2021

DATA SHEET: Check out this data sheet to learn the 5 steps of Alchemer’s Net Promoter Score (NPS) customer feedback program and discover the benefits it can bring to your business.

Posted: 12 Feb 2021 | Published: 12 Feb 2021

DATA SHEET: Check out this infographic from Alchemer to explore the 5 steps to achieving customer centricity.

Posted: 09 Feb 2021 | Published: 09 Feb 2021

WHITE PAPER: Today, every organization collects feedback data — but very few act on it. This can be blamed—at least partially—on complex solutions that make it hard to gather actionable insights from data. Enter Alchemer. Learn about Alchemer and how it can help you consolidate and analyze feedback to improve the CX in this white paper.

Posted: 09 Feb 2021 | Published: 09 Feb 2021

CASE STUDY: In the past, the Professional Development and Research Institute on Blindness (PDRIB) struggled to collect feedback from its users in an accessible way, resulting in lower quality data and decreased survey completion rates. Thankfully, things have changed. In this report, learn how PDRIB used Alchemer to make their surveys accessible for any user.

Posted: 08 Feb 2021 | Published: 08 Feb 2021

CASE STUDY: Xero's customer experience (CX) team previously relied on emails to share guidance and documentation. When CX started using Slack, the team reorganized. The team now have 30 to 40 Slack channels —virtual spaces where teams can share messages, files and tools, and the customer support flow is smooth and streamlined. See how they did it.

Posted: 18 Dec 2020 | Published: 18 Dec 2020

EBOOK: Access this white paper for essential tips and 3 key questions to shape your call deflection strategy on.

Posted: 16 Dec 2020 | Published: 16 Dec 2020

EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

Posted: 31 Jul 2020 | Published: 31 Jul 2020

EZINE: In this week's Computer Weekly, global beauty brand Avon explains how it coped with a lockdown dilemma – a door-to-door sales model when its reps couldn't leave home. Our buyer's guide examines the use of artificial intelligence in IT security. And we analyse the government's decision to strip Huawei from the UK's 5G network. Read the issue now.

Posted: 18 Jul 2020 | Published: 21 Jul 2020

WEBCAST: Scripted chatbots and virtual agents are more different than you think. In this webinar, learn exactly what sets the two technologies apart. The webinar also provides insight into how automation and knowledge management are powering intelligent virtual agents in customer support.

Posted: 12 Jun 2020 | Premiered: Feb 6, 2020

WHITE PAPER: Many customer support agents are overworked and overburdened with around the clock support, management headaches, and budget constraints. As a result, businesses are considering hiring digital staff to help ease the load. Learn more about the future of virtual agents in IT in this guide.

Posted: 12 Jun 2020 | Published: 12 Jun 2020

WHITE PAPER: Download this white paper to examine common models and insight on what qualification criteria to focus on in determining your own ideal approach to ABM scoring.

Posted: 19 Jul 2019 | Published: 19 Jul 2019

PRODUCT OVERVIEW: Inside, learn why support teams have an opportunity to transform their service desks using virtual agents, and how machine-driven support and human-based conversations can help provide better CX.

Posted: 30 Apr 2019 | Published: 30 Apr 2019

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

EGUIDE: How can your organization create a compelling customer experience (CX) strategy? Inside discover what constitutes a successful CX, and explore the 6 steps your organization should take to build a successful CX and confer a competitive advantage.

Posted: 12 Sep 2019 | Published: 10 Sep 2019

EGUIDE: Download this e-guide to learn about the role technology plays in patient engagement and explore the tools most often used by healthcare providers.

Posted: 29 Aug 2019 | Published: 29 Aug 2019

EBOOK: Customer service and self-service platforms and chatbots can improve the customer experience, but they can also frustrate users. Read this e-book to learn what works, what doesn't and what needs improvement.

Posted: 22 Jul 2019 | Published: 22 Jul 2019

EGUIDE: What's the key to a successful CX? Is it personalization, AI, chatbots—a combination of all the above— or something more? Inside, discover the key to creating a successful customer experience. Learn how chatbots are influencing the state of customer support, and explore how other emerging technology trends can improve your CX success rate.

Posted: 16 Jul 2019 | Published: 16 Jul 2019

EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.

Posted: 03 Jul 2019 | Published: 01 Jul 2019

RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.

Posted: 07 Dec 2018 | Published: 07 Dec 2018

EGUIDE: Inside this e-guide, you'll uncover the importance of economic supply and demand and an overview of the pros and cons of 6 customer service channels to improve customer experience.

Posted: 12 Jun 2018 | Published: 06 Jun 2018