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Published By: LogMeIn     Published Date: Mar 19, 2015
In the past two years, businesses’ desire to understand and connect with the mobile user has grown and expanded throughout nearly every vertical market. We created this project as a way to understand the mindset, demographics, and behaviors that drive mobile engagement so that we can advise businesses on how to do it right – and how to avoid doing it wrong. This research report is based on a global study of more than 5,800 mobile device owners, and as such, is the most comprehensive primary research report ever done on mobile engagement.
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mobile management, mobile users, mobile engagement, emerging marketing, social media, internet marketing, marketing research
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
Companies have long emphasized touchpoints - the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger - and more important - picture: the customer's end-to-end journey. Download this white paper to learn more about customer experience.
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customer experience, customer satisfaction, purchasing, customer journey, crm & customer care, marketing research, sales
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
Within today’s competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86% of decision-makers rank their customers’ experience as one of the top strategic priorities, and that 68% want to be customer service leaders in their industry. How does today’s customer support organization manage to respond? The answer lies in building a better support desk that will let you do more with less without sacrificing on support quality or end-user satisfaction. Wondering where to start? You may want to read these five tips.
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customer experience, customer satisfaction, customer service, customer support, crm & customer care, marketing research, sales
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
In today’s competitive market, you understand the importance of delivering outstanding customer experience while improving service desk productivity and keeping costs low. Remote support solutions enable you to meet these objectives by allowing agents to connect to remote devices and computers, pull system diagnostics and push configurations to deliver personalized hands-on support. With these solutions, you no longer have to walk novice users through detailed recovery procedures or complex settings. This white paper details how remote support solutions enable your organization to increase customer satisfaction, reduce costs by improving productivity, improve support metrics, and solve complex problems in a highly secure environment.
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remote support, customer care, customer experience, customer service, remote devices, cost, productivity, crm & customer care
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
Remote support technology, including remote control, desktop sharing, and web collaboration, is one of the most popular platforms used across TSIA service disciplines. Today’s remote support solutions offer much more than just remote control for PCs, their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Remote support solutions are typically well regarded by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey. Service executives should acquaint themselves with the new features and capabilities being introduced by leading remote support platforms and find ways to leverage the capabilities beyond technical support. Field services, education services, professional services, and managed services are all increasing adoption of these tools to boost productivity and avoid on-site visits. Download this white paper to learn more.
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remote support, remote technology, customer support, productivity, remote technology, crm & customer care, marketing research, sales
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they're not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and priorities— according to support professionals—and explores how closely they're aligned. Download this white paper to learn more.
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customer support, customer expectations, support technology, technical support, crm & customer care, marketing research, sales
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 19, 2015
Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed. Our support organizations are adding new services, taking on new roles and responsibilities, engaging in different ways with their customers, and consolidating many operational functions to create a scalable delivery model that is focused on customer success and outcomes within a cost structure that meets the company’s revenue, cost, and margin goals. This report will explore some of these issues, and how support organizations can make the shift needed to meet their customers' needs.
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delivery models, customer support, support services, service offerings, crm & customer care, marketing research, sales
    
LogMeIn
Published By: join.me     Published Date: Jul 10, 2015
Collaboration is key. This report combines quantitative research sponsored by join.me by LogMeIn and a range of other prominent research firms with qualitative analysis conducted by Forbes Insights.
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collaboration tools, online meetings, virtual meetings, collaboration, benefits of collaborative tools, teamwork
    
join.me
Published By: LogMeIn     Published Date: Aug 09, 2016
QualiTest Put Rescue and TeamViewer to the Test. Rescue beats Teamviewer in a number of categories. Read on to find out why.
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logmein, logmein rescue, teamviewer, qualitest, remote support, customer service, technical support, remote assistance
    
LogMeIn
Published By: LogMeIn     Published Date: May 31, 2016
LivePerson’s forced migration to the LiveEngage platform has businesses like yours re-examining their live chat options. Given the painful relationship they’ve endured for years with LivePerson, many customers are wary, and they want to make sure that they make the right move. BoldChat is working with a number of former LivePerson customers who came to us looking for a true partner – one that not only wants to earn their business, but to continue earning it every day. What they’re getting in return is much more.
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boldchat, logmein, liveperson, chat, customer service, customer experience, enterprise applications, business technology
    
LogMeIn
Published By: LogMeIn     Published Date: Jan 03, 2013
In this whitepaper, BoldChat® - with thousands of customers across 70 countries - shares analytic techniques, reporting recommendations and realistic timelines for implementing a pro-active chat program. Read on to learn more!
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roi, live chat, bold chat, logmein, log me in, enterprise, collaboration, wireless
    
LogMeIn
Published By: LogMeIn     Published Date: Jan 03, 2013
This report examines online shopper’s attitudes, opinions, and behaviors towards live chat as well as the satisfaction levels of chats resultant from both opt-in scenarios and pro-active invitations.
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live chat, roi, effectiveness 2012, report, opt in scenario, live chat, collaboration, logmein
    
LogMeIn
Published By: LogMeIn     Published Date: Jan 03, 2013
Research on the reasons of consumers to choose chat. Integrating their voice into the findings as part of the six core reasons that serve as the framework, to give a greater understanding of the “who, what, where and why” consumers gravitate to chat
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research, logmein, chat, chatty customer, circumstances, experience, customer experience, customer support
    
LogMeIn
Published By: LogMeIn     Published Date: Jan 03, 2013
Based on research with more than three hundred companies, the report takes a close look at how live chat is used and measured in support settings, how organisations use live chat to engage with prospects and customers. Read on to learn more.
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environment, support, organizations, live support, customer experience, business goals, live chat success, logmein
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 01, 2012
This paper explores the challenges of supporting a remote workforce with legacy tools such as RDP, pcAnywhere, VPNs and VNC and identifies best practices that organizations can use to choose helpdesk tools that better support today's workforce while also cutting costs.
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technology, enterprise application, business, helpdesk, employee help, best practices
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 01, 2012
This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.
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customer service, customer support, technical support, service support, service desk, technology
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 01, 2012
Uncover the top eight reasons why you should upgrade your remote support. Don't let customer service fall by the wayside, upgrade to a state-of-the-art solution now!
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remote support, customer support, technical support, technology, it support, customer satisfaction
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 01, 2012
Traditional remote access and meeting tools were not designed as remote support tools for helpdesks and IT professionals. LogMeIn consults daily with helpdesk and operations managers and here's what we've learned are the top five hidden costs of using legacy tools to provide remote support.
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support tools, customer support, technical support, technology, it support, service desk, help desk
    
LogMeIn
Published By: LogMeIn     Published Date: Mar 01, 2012
Now may be the time to reevaluate your remote support to add new capabilities, increase efficiency and consolidate support tools. What do you stand to gain by switching your remote support tool?
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customer support, support tool, remote support, remote support tool, customer service, customer satisfaction, technical support, technology
    
LogMeIn
Published By: LogMeIn     Published Date: May 15, 2012
The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.
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logmein, marketing, customer service, customer satisfation, customer feedback
    
LogMeIn
Published By: LogMeIn     Published Date: May 15, 2012
Having effective agents and happy customers can increase customer retention and the bottom line. New research by analyst firm Ovum and LogMeIn shows that the metrics associated with measuring the success of the customer service and support desk are changing. And it is essential for organizations to invest in the infrastructure that will prepare them for future success.
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logmein, marketing, customer service, customer experience, customer feedback
    
LogMeIn
Published By: LogMeIn     Published Date: Jun 13, 2012
Live chat implementation can simultaneously help your business cut support costs and boost online conversions. If you've started investigating solutions then you also know there are a confusing number of choices available. This helpful guide features the responses to ten key questions that will help you identify the right product for your business.
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live chat, customer service, online, bold chat, customer support, online support
    
LogMeIn
Published By: LogMeIn     Published Date: Jun 13, 2012
Download this report today and learn how companies are leveraging live chat to drive measureable increases in the efficiency and effectiveness of their customer support organizations.
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live chat, customer support, customer service, customer satisfaction, online, digital, sales, ecommerce
    
LogMeIn
Published By: LogMeIn     Published Date: Jul 17, 2012
Within today's competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86 percent of decision makers rank their customers' experience as one of the top strategic priorities, and that 68 percent want to be customer service leaders in their industry. However, improving customer experience is no easy task. Companies must truly understand their customers, take into consideration the full spectrum of support they demand, as well as span the different channels their clients prefer for support.
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logmein, white paper, technology, customer satisfaction, customer service, customer experience, business technology, sales
    
LogMeIn
Published By: LogMeIn     Published Date: Jul 17, 2012
Based on a primary research eort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.
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logmein, white paper, technology, customer satisfaction, customer service, customer experience, live chat, business technology
    
LogMeIn
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