CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. The very nature of the device meant that from the get-go, customer excellence was entrenched in device performance and after-sales service. Multilingual support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. The very nature of the device meant that from the get-go, customer excellence was entrenched in device performance and after-sales service. Multilingual support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

SharpenCX

AUGUST 19, 2020

Learn four (of the many) reasons we think Buffer sets an outstanding example for how to build the best customer service experience. They tout a customer-centric vision and values (and they have the action to back it up). They put the best customer service experience at the core of their business model from day one.

Customer Experience 67

Customer Experience Morale Customer centricity Customer Support 67

CSM Magazine

AUGUST 12, 2020

Conversational support addresses these challenges and helps businesses quickly adapt to the changes from COVID-19, so they can help and connect with customers in a personal, human, efficient and scalable way.

Enterprise 52

Enterprise Morale Personalization Metrics 52

bold360 Blog

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. She’s seen exponential growth, not only in LogMeIn’s products, but also in what customers already know when they reach out.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

CSM Magazine

JULY 2, 2020

Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, has announced the launch of the Conversational Support Funnel, the first holistic framework for delivering and scaling modern, next-generation customer support through a messenger-first experience. Conversational support is the answer.

Customer Support 52

Customer Support Morale Chatbots Engineering 52