When it comes to whether someone will recommend a product to others, certain attributes matter more than others. A recent online survey of those using remote support tools* found that these considerations mattered most. Subscribe to the Innovation Insider Newsletter Catch up on the latest tech innovations that are changing the world, including IoT, 5G, ...

Clientless remote support software tools have seen very significant growth over the past few years. This market has provided help desk organizations, field service representatives, and end users with the ability to more easily support or receive support for everything from PCs and medical devices to datacenter assets and mobile systems. Providers of these tools ...

By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnectivity will generate $2.3 trillion in revenue by the year 2025. It’s called the Internet of Things (IoT), and while this rapid expansion will undoubtedly present new support issues, it will also present an opportunity ...

The expectation of instant gratification seems to be a way of life these days. The concept that everything you need is available on-demand is becoming quite common. This trend is beginning to show up in the B2B service world too. This report highlights the increased use of collabrative video tools in field service to ensure ...

As Rice Toyota has grown, so has its dependence on computer applications and systems to deliver a high level of customer service and customer satisfaction. With more than 180 employees using computers to access applications in four buildings, Rice’s small IT department was increasingly challenged to resolve user support issues while keeping systems up and ...

In Aberdeen’s Trends in Customer Service 2012: Multi-Channel Edition (November 2012), only 39% of organizations reported that they had been able to drive improvements in customer satisfaction over the previous 12 months. An even lower percentage indicated success in enabling higher rates of loyalty and retention. This is not a recipe for success. Service is ...

The fifth annual study of frequent online shoppers points to five important conclusions for Internet retailers: It’s a multichannel communication world Social media as a sales and support channel cannot be denied Ignore email at your peril Live chat remains strong and continues to have loyal fans Geography matters Download the full report to read ...

For the past 4 years, the e-tailing group has strived to be in the forefront of mobile by adapting their industry respected mystery shopping to the mobile channel. Objectives for the 2013 survey were to assess the year-over-year trends, highlight top mobile retailers and key in on best practices. Retailers can then roadmap opportunities to ...