customer service

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Published By: Service Now     Published Date: Jan 26, 2018
Customer service is at an inflection point, in both the business-to-consumer and business-to-business sectors. Costs continue to skyrocket as the volume of inquiries increases, even as customer service budgets remain flat. Customer expectations seem to increase by the hour. Make a mistake or fail to resolve an issue quickly, and businesses may quickly see a decline in customer satisfaction and revenue. Download this whitepaper to learn more!
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Service Now
Published By: Service Now     Published Date: Jan 26, 2018
At the highest level of organizations, a new management directive has emerged to meet the changed nature of customer demands and interactions as well as the need to differentiate within the market. This directive has one goal: providing a differentiated customer service experience. As products become increasingly commoditized, organizations can set themselves apart from their competitors by providing a unique customer service experience that creates a "relationship" based on intangible benefits that their customers will find hard to give up. While this vision is theoretically sound, it requires a significant tactical shift in business thinking and processes. The modern customer's habits and service requirements have changed radically. Meeting these needs challenges many historically held beliefs and practices regarding the customer and modes of interaction.
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Service Now
Published By: Amazon Web Services     Published Date: Jan 23, 2018
SAP® customers who have long envied the many operational and cost benefts promised by cloud computing can now confdently pursue “cloud-frst” strategies. Companies that have made this move in collaboration with a leading company like Amazon Web Services (AWS) aren’t looking back. No longer bound by the constraints and overhead of legacy infrastructure, they’re pursuing new ways in which AWS-based SAP deployments can further their strategic goals and increase their competitiveness. Provided by: AWS & Intel
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sap, customers, aws, cloud, organizations, applications
    
Amazon Web Services
Published By: VMware Citrix     Published Date: Jan 23, 2018
VMware Horizon® support for published applications provides exciting new opportunities for customers running Citrix XenApp. Tightly integrated with Microsoft Remote Desktop Services (RDS), VMware Horizon is a new option for delivering not just published applications and shared desktops, but also virtual desktops, software as a service (SaaS), and virtualized applications to the devices your end users want to use. This white paper provides guidance for planning and undertaking a migration from Citrix XenApp to VMware Horizon. Four approaches to XenApp migration are detailed, including the major steps required for their implementation. Whether the goal is to migrate an existing XenApp infrastructure to Horizon, replace it with a new system, or simply integrate legacy Citrix infrastructure with your Horizon virtual desktop deployment, VMware has the innovative products and technology you need.
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citrix, xenapp, vmware, horizon, applications, customers, integration, software
    
VMware Citrix
Published By: Zendesk     Published Date: Jan 19, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place. If you've been on the sidelines waiting to take the self-service leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service, every single day.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe Gartner’s new report, “Predicts 2018: CRM and Customer Experience”, can help prepare your business for the evolving world of CRM and the customer experience. According to Gartner, “By 2020, the CRM application software market will overtake the data management market, thus becoming the largest of all software markets.” With this in mind, it’s important for application leaders to take action to avoid losing out. Learn how you can plan your customer service organization more strategically and maximize your business' efforts.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Ephesoft     Published Date: Jan 18, 2018
Insurance companies are intensely data and document driven. Learn how intelligent document capture solutions can help all types of insurance offerings improve customer service, process claims faster and create streamlined, efficient and profitable business practices.
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insurance, solutions, ephesoft, data, customer service, claims, business, optimization
    
Ephesoft
Published By: Ephesoft     Published Date: Jan 18, 2018
Financial services companies can improve customer service and their bottom line by automating document intensive processes with banking, such as new account openings, mortgage, investing, credit cards, insurance, and personal, small business and commercial financial services. Learn how to make a substantial impact in terms of efficiency and cost savings for your organization with intelligent document capture technology.
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extraction, validation, exporting, delivery, cloud, cost reduction, security
    
Ephesoft
Published By: SAS     Published Date: Jan 17, 2018
What can you see and discover when you’re able to explore trends and make predictions with your organization’s data? If you’re a midsize home delivery business, you can discover new ways to make customers happy. If you’re a local government agency, you can predict where your resources are needed most. And if you’re a growing hospital, you can bring life-changing patient data directly to doctors and nurses. In this e-book, we’ve profiled six organizations that are using self-service visual exploration to make big improvements in the way they work. From college administrators to professional sports teams, everyone makes better decisions with easy access to powerful, interactive analytics.
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SAS
Published By: MuleSoft     Published Date: Jan 16, 2018
The future of financial services is under pressure from profound digital disruption. Across the globe, there are forces, both regulatory and customer-led, that open up the market to new entrants and disrupt what customers are buying — and how. The advent of Open Banking is one major influence, with Open APIs paving the way for third-party developers to build applications and services independently. This whitepaper outlines the challenges facing financial services firms and how a new approach to enterprise integration — API-led connectivity — can help banks and financial services firms not only survive, but thrive in an increasingly competitive future. Download this whitepaper to learn: What financial services firms should do about Open Banking, based on the experiences of the impact of PSD2 in Europe How an API strategy could define the future of financial services How a global bank successfully completed a digital transformation initiative
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MuleSoft
Published By: MuleSoft     Published Date: Jan 16, 2018
The world of retail is changing dramatically. Retailers used to have anonymous, transactional relationships with their customers; but now both retailers and customers want a deeper relationship. The retailers that win today are the ones that use technology to build those personal customer experiences and transform their digital retail experience. However, it isn’t always easy to implement new solutions with existing systems. Read this eBook to discover: Why existing approaches are not sufficient for the pace of digital transformation that retail demands How to drive technology change in your organization, creating a greater capability to innovate and transforming the digital retail experience for your customers How to adopt an API-led approach to integration that packages underlying connectivity and orchestration services as easily discoverable and reusable building blocks
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MuleSoft
Published By: Oracle     Published Date: Jan 08, 2018
In the age of the customer, businesses realize the need to take their big data insights further than they have before, in order to win, serve, and retain their customers. Today’s modern company has more data than ever before and is now looking to derive insights from the data that will help propel it forward. As firms move data analytics to the cloud, there is a new set of challenges and barriers to overcome, but with the help of insights-platforms-as-a-service, companies will be able to innovate with data and drive business forward.
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Oracle
Published By: Sprinklr     Published Date: Jan 05, 2018
Long wait times, dropped calls, repeating a single problem dozens of times – one could write a novella about the countless pain points of customer service. To customers, these pain points are, well, painful. To companies, they’re a necessary part of doing business. When you’re a multibillion-dollar brand with hundreds of locations worldwide, scale equals survival. Call centers are the epitome of scale. Fixated on efficiency, many companies forget what it’s like to be on the other end of the line. They forget about the customer experience.
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Sprinklr
Published By: Sprinklr     Published Date: Jan 05, 2018
In The Customer-First Future of Customer Care Whitepaper, Sprinklr partners with leading customer care executives to discuss the role of people, process, and technology in driving change.
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customer care, customer-first, whitepaper, study, customer service, executives, driving change
    
Sprinklr
Published By: OracleSMB     Published Date: Jan 04, 2018
Sales drive growing companies, but net-new sales alone do not lead to profitability. New customers are expensive. To profitably grow, companies must focus on customer retention. And the key to customer retention is for all departments to be invested in the customer experience. The sales group needs to be able to provide service, and the service team needs to be able to sell. Customers demand it, and technology can deliver it.
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OracleSMB
Published By: OracleSMB     Published Date: Jan 04, 2018
Customer loyalty matters. Loyal customers spend more, advocate more, and are the first to try new products or services. But how do you build a loyal customer base that drives profitable sales? The answer is a loyalty program that provides the data needed to support individualized experiences and show appreciation. And this is where technology can help. Move beyond paper punch cards and emails with personalized greetings. Quickly create an effective loyalty program that keeps your customers coming back for more.
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OracleSMB
Published By: Cisco     Published Date: Jan 02, 2018
Cisco commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Cisco TrustSec software-defined segmentation. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Cisco on their organizations. To better understand the benefits, costs, and risks associated with TrustSec, Forrester interviewed four customers that had deployed TrustSec. The TrustSec software-defined segmentation solution simplifies the provisioning and management of highly secure access to network services and applications. Unlike access control mechanisms that work on network topology, TrustSec policies use logical grouping. Highly secure access is consistently maintained even as resources are moved in mobile and virtualized networks. A more detailed description of TrustSec is available on the Cisco TrustSec Overview page in this document.
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Cisco
Published By: Group M_IBM Q1'18     Published Date: Dec 21, 2017
Consider the volume of business content that your organization generates or receives every day: applications, forms, reports, office documents, audio, video, and even social media about your company. If it is poorly managed, not digitized, or disconnected from critical business processes, it creates chaos. This chaos impacts your ability to deliver exceptional customer service; it slows down important processes, increases security risk, and negatively impacts revenue. Conversely, controlling content chaos can significantly improve your analytics strategy by gaining insight and business value from dark or unstructured data sources. In this eBook, learn how cognitive and cloud-based Enterprise Content Management, or ECM, can help you protect your content while gaining a competitive advantage from it as you grow.
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business content, volume, cloud-based, enterprise content management, ecm
    
Group M_IBM Q1'18
Published By: Adobe     Published Date: Dec 07, 2017
Stock photos get a bad rap sometimes. We’ve all seen images of women inexplicably smiling at their forkfuls of salad, or an unnaturally giddy customer service representative standing by. “Some stock photography just looks like stock photography,” says May Curry, a graphic design veteran with almost 20 years of experience.1 But stock photography has always been an essential part of the designer’s toolkit. When used right, it helps brands make just the right impact. Today, collections are evolving to keep pace with visual trends and create unique, attention-grabbing images-quickly and no budget. Download this whitepaper to take a look at stock's rapid transformation and how it's helping designers do beautiful work, faster than ever.
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Adobe
Published By: SAP Hybris     Published Date: Dec 05, 2017
Companies know they’ve got to be wherever the customer is, but struggle to achieve this, their hands tied by a patchwork of systems and approaches.
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SAP Hybris
Published By: Oath     Published Date: Nov 29, 2017
Target, reach and engage your audience to drive measurable action and conversions with Yahoo Gemini native advertising solutions. Get more customers Native ads deliver up to 3.6X lift in searches for your brand name and services. Yahoo native ads e?ectively enhance your search campaigns. Drive better results Achieve results with targeted reach and up to 4x the performance of traditional banners. Engage a mobile audience 650M of our 1B global users are on mobile. Consumers spend nearly 3 hrs. on their mobile devices each day. Cost e?ective ads Native ads deliver up to 3.6X lift in searches for your brand name and services. Yahoo Gemini native ads on Oath owned and operated sites and apps can be purchased on a CPC or CPM basis. Native ads will be served to your customers based on their geo, demo and interest targets.
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Oath
Published By: Rohde & Schwarz Cybersecurity     Published Date: Nov 28, 2017
According to many market research analysts, the global wireless access point (WAP) market is anticipated to continue its upward trajectory and to grow at an impressive compound annual growth rate (CAGR) of approximately 8% through 2020. Many enterprises are utilizing cloudcomputing technology for cost-cutting purposes, eliminating investments required for storage hardware and other physical infrastructures. With significant growth expected in Internet usage, particularly bandwidth consuming video traffic, WAP vendors need to enable their customers to monitor and improve device performance, improve end user experience, and enhance security. These customers include general enterprises that offer Internet access to patrons like airports, hotels, retail / shopping centers and so on. These external Internet access providers can differentiate themselves by offering optimum service through advanced network analytics, traffic shaping, application control, security capabilities and more.
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utilization, challenges, dpi, benefits, airport, public, wifi, qoe, qos, security
    
Rohde & Schwarz Cybersecurity
Published By: Oracle     Published Date: Nov 27, 2017
Customer service has an opportunity to be a much more strategic weapon for businesses that understand its power. To do this means moving away from what has traditionally been viewed as a back-end operation and cost center to what is now being viewed as a brand-focused profit center. The primary driver of this sea change is engaged and empowered consumers, who want to get the answers to their questions anytime, anywhere, on any device they choose.
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communications, telecom, financial services, insurance, technology, retail, wholesale distribution, manufacturing, discrete, consumer goods
    
Oracle
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