Customer Support Software Reports

EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.

Posted: 17 Jan 2017 | Published: 11 Jan 2017

EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.

Posted: 21 Jul 2016 | Published: 19 Jul 2016

EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.

Posted: 20 Jul 2016 | Published: 19 Jul 2016

WHITE PAPER: Access this white paper to learn more about e-signatures in the healthcare sector.

Posted: 23 Feb 2015 | Published: 23 Feb 2015

EBOOK: This expert guide examines the ways in which companies are utilizing marketing automation software and customer personalization techniques to better target customers.

Posted: 12 Feb 2015 | Published: 12 Feb 2015

WHITE PAPER: Access this white paper to learn three steps to meeting customers' rising expectations in today's hyper-connected world: Personalized service, smarter support, and faster connection.

Posted: 19 Jan 2015 | Published: 19 Jan 2015

ANALYST REPORT: This vendor-neutral report discusses CRM essentials every company needs for effective sales management. Read on to find out why enterprises using CRM technology are seeing measurable advantages over non-users and how they leverage these tools for higher revenue.

Posted: 08 Dec 2014 | Published: 08 Dec 2014

WHITE PAPER: Powering interactions via apps requires a new architecture. Companies today seek to leverage the latest forms of mobile and rich-client engagement to build new experiences. Enterprises must move from delivering web apps as the primary interaction channel to powering interactions across multiple interactive touch points.

Posted: 18 Nov 2014 | Published: 18 Nov 2014

EBOOK: Contact centers are struggling to stay on top of myriad communication channels. That's why contact center upgrades are on the minds of many. In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies.

Posted: 19 Aug 2014 | Published: 19 Aug 2014

WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.

Posted: 13 Aug 2014 | Published: 13 Aug 2014

CASE STUDY: This case study tells the story of how one organization was able to improve lead management and business prospects while reducing the sales cycle with a new CRM solution.

Posted: 18 Jun 2014 | Published: 31 May 2012

WHITE PAPER: This exclusive paper discusses how collaboration is emerging as the next big game changer for customer service, providing practical examples and key insights into how four companies implemented collaboration technologies and used them to transform their customer service environments.

Posted: 12 Jun 2014 | Published: 12 Jun 2014

WHITE PAPER: In this resource, learn about a family of CRM applications that can help you deliver engaging, differentiating customer experiences with marketing, sales, and service capabilities.

Posted: 20 May 2014 | Published: 30 Apr 2014

WHITE PAPER: This white paper introduces a mobile application platform that gives you the power to manage your business at any time, from any location, and on any popular mobile device.

Posted: 10 Apr 2014 | Published: 31 Dec 2013

EBOOK: This guide reveals how organizations can be better prepared to get customer interactions right from the start in order to drive success, increase revenue and improve profitability. It also discusses a suite of applications that can provide an essential link between systems of engagement and systems of record.

Posted: 01 Apr 2014 | Published: 01 Apr 2014

EGUIDE: In this SearchCRM.com expert e-guide, find insights from leading organizations and industry authorities to help you address the challenges of monitoring and measuring your CEM strategy. Also inside, find 10 steps for improving your customer experiences.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: In this e-guide from the experts at SearchCRM.com, find out why social media has become a powerful tool for customer experience management (CEM), and discover what you can do to drive social media success.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: This expert  e-guide describes why digital technologies are proving to be the "next big thing" in the world of CRM, and explores the strategies that small businesses are using to stay competitive in e-commerce.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: This expert e-guide lays out five CEM lessons learned from AMC's hit TV show Breaking Bad that can help you cook up better customer experiences. Also inside, find a case study that describes the success that doughnut store Krispy Kreme found with the right mobile engagement strategy.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EGUIDE: In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

Posted: 20 Mar 2014 | Published: 31 Aug 2013

WHITE PAPER: This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.

Posted: 05 Mar 2014 | Published: 05 Mar 2014

WEBCAST: This brief video case study examines how United Airlines was able to consolidate its IT infrastructure and fuel customer experience success with the right service. Tune in to learn more now.

Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

WEBCAST: Social networks have revolutionized the way that today's customers gain information and make buying decisions. This brief video introduces a social enterprise service that enables your organization to effectively harness and exploit social information.

Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

EGUIDE: In this e-guide, our experts sit down with Forrester analyst Zach Hofer-Shall and other industry authorities as they explore how you can address the challenges of CEM. Also inside, find 10 tips for improving customer experiences.

Posted: 29 Jan 2014 | Published: 29 Jan 2014