customer satisfaction

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Published By: Zendesk     Published Date: Jun 29, 2018
Zendesk Support helps you improve relationships with your customers and provide them with a seamless experience. Improve customer satisfaction, increase agent productivity, scale your support operation, and better manage your team. Watch the demo and take advantage of your support efforts to benefit your entire company.
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Zendesk
Published By: IBM     Published Date: Jun 25, 2018
Recognizing the shift to a subscription business model required real-time customer support, Autodesk turned to IBM technology to enhance its customer experience. Using Watson Assistant, Autodesk developed a virtual agent to interact with customers, applying natural language processing (NLP) and deep learning techniques to recognize and extract the intent, context and meaning behind inquiries. Quickly resolving easy customer concerns, Watson Assistant is supporting 100,000 conversations per month, with response times 99% faster than before and leading to a 10-point increase in customer satisfaction levels for Autodesk. Find out how Watson Assistant can accelerate your customer support experience. Click here to find out more about how embedding IBM technologies can accelerate your solutions’ time to market.
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IBM
Published By: Genesys     Published Date: Jun 11, 2018
When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results. Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes. Download the white paper and learn how to make better use of your analytics: • Automate responses that optimize the journey • identify and engage with customers before they contact you • Use predictive analytics and machine learning to drive outcomes
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customer needs, customer experience, customer behavior, customer journey
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: Genesys     Published Date: Jun 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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artificial intelligence, customer service, agent productivity, recommendations
    
Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.
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Genesys
Published By: Velaro     Published Date: May 06, 2014
Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.
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live chat, live chat software, proactive live chat, online sales conversions, ecommerce, online customer experience, customer support productivity, online sales, enterprise applications
    
Velaro
Published By: ASG Software Solutions     Published Date: Apr 02, 2008
Business Service Management (BSM) is of growing importance in the IT world. By managing IT systems according to the business services they support - like order entry, online sales, shipping, or customer service - IT is able to deliver on real business goals like providing competitive advantage, improving customer satisfaction, driving revenue growth, and increasing shareholder value.
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asg, cmdb, bsm, itil, bsm, bsp, metacmdb, configuration management, metadata, metacmdb, lob, sdm, service dependency mapping, bsm, ecommerce, bpm, workflow, itsm, critical application, cms
    
ASG Software Solutions
Published By: Mcorp Consulting     Published Date: May 12, 2009
Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
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mcorp, customer experience, relationship lifecycle, loyalty, retention, bottom line, touchpoint marketing, touchpoint mapping, touchpoint management, touchpoint agency, customer experience strategy, customer journey mapping, touchpoint management, customer experience measurement, customer mapping, customer satisfaction measurement, crm
    
Mcorp Consulting
Published By: Mcorp Consulting     Published Date: Feb 17, 2010
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
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mcorp, customer experience, relationship lifecycle, loyalty, retention, bottom line, touchpoint marketing, touchpoint mapping, touchpoint management, touchpoint agency, customer experience strategy, customer journey mapping, touchpoint management, customer experience measurement, customer mapping, customer satisfaction measurement, crm
    
Mcorp Consulting
Published By: SAP Hybris     Published Date: Oct 26, 2017
For companies and buyers alike, customer service has traditionally been used as a troubleshooting tool. Forrester found that companies believe that nearly 50% of all buyers still view customer service as a post-purchase resource, rather than a purchasing aid, and in response, companies have positioned their customer service capabilities to match that expectation. However, Forrester conducted a custom survey of 247 companies and found that this reactive, postpurchase-only customer service mindset can result in missed sales opportunities and contributes to greater purchase dissatisfaction.
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SAP Hybris
Published By: SolarWinds MSP     Published Date: Jan 25, 2017
How to Elevate your Customer Experience gives you some great pointers on how you can take customer experience to the next level, making sure that it is a positive experience every step of the way.
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solarwinds, msp, customer experience, customer satisfaction, customer service
    
SolarWinds MSP
Published By: Memorial Hermann     Published Date: Sep 19, 2014
As a broker, your customers look to you to provide guidance, education and cost savings in a world filled with ever-changing regulations and skyrocketing costs. See where Houston businesses find the most value in their brokers and what new options exist to help contain costs. • Learn where Houston businesses see brokers adding value • See the impact carrier satisfaction has on changing carriers • Read about new cost-containing options to help your clients
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healthcare costs, approach, carrier, choice, location, impact, educated, reliable, providers, solution, business, manager, organization, employees, negotiations, information technology
    
Memorial Hermann
Published By: Hewlett Packard Enterprise     Published Date: Aug 02, 2017
It seems strange to think that just a few years ago, the IT department was considered a supplier to the organization. Today, IT leaders are at the forefront of their companies’ march into the digital age. Technology is now recognized as a key enabler for achieving strategic business goals, including revenue growth, market expansion, and customer satisfaction; and IT leaders have risen to the challenge of simultaneously running the organization while identifying and leveraging innovative solutions that can drive growth.
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it leaders, business goals, innovative solutions, customer satisfaction, infrastructure improvement
    
Hewlett Packard Enterprise
Published By: Cisco     Published Date: Nov 17, 2015
IoT describes a system where items in the physical world, and sensors within or attached to these items, are connected to the Internet via wireless and wired Internet connections. These sensors can use various types of local area connections such as RFID, NFC, Wi-Fi, Bluetooth, and Zigbee. Sensors can also have wide area connectivity such as GSM, GPRS, 3G, and LTE.
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iot, internet of things, data management, business efficiency, manufacturing process, customer satisfaction, business intelligence, automation, networking, security
    
Cisco
Published By: Cisco     Published Date: Feb 23, 2016
Cisco® Unified Access establishes a framework that securely, reliably, and seamlessly connects anyone, anywhere, anytime, using any device to any resource. This framework empowers all employees with advanced services, taking advantage of an intelligent, enterprise-wide network to increase revenue, productivity, and customer satisfaction while reducing operational inefficiencies across the business. Cisco Unified Access includes services-rich network edge systems and combines a core network infrastructure embedded with integration of productivity-enhancing advanced technologies, including IP communications, mobility, security, video, and collaboration services.
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framework, network infrastructure, communications, optimization
    
Cisco
Published By: Cisco     Published Date: Jun 21, 2016
Industrial enterprises around the world are retooling their factories with advanced technologies to boost manufacturing flexibility and speed, achieving new levels of overall equipment effectiveness (OEE), supply chain responsiveness, and customer satisfaction in the process. This renaissance reflects very real pressures industry players face today. For years, traditional factories have been operating at a disadvantage, impeded by production environments that are “disconnected”—at the very least strictly gated—to corporate business systems, to supply chains, and to customers and partners.
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Cisco
Published By: ADP     Published Date: May 16, 2018
To select the best payroll provider possible, who better to ask than your peers? With more than 400,000 reviews from real software users, the G2 Crowd business software review platform will help you confidently make the right choice. The G2 Crowd payroll report compares how providers rank in terms of customer satisfaction, specific features, industries, and more. To help you evaluate your payroll options, get this FREE copy of the G2 Crowd payroll report (a $599 value). This exclusive research includes: · Detailed profiles of 27 payroll providers · Ranking based on customer feedback · Assessment of implementation, integration, support, and ease of use · Actionable insights to help you decide
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ADP
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
    
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
    
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
    
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
    
LogMeIn
Published By: HPE Service Virtualization     Published Date: Aug 18, 2016
Voke conducted a survey of 505 participants from technology and non-technology companies to explore their use of service virtualization and its results. Organizations using service virtualization experienced fewer defects, reduced software cycles, and increased customer satisfaction. The 2015 Service Virtualization Market Snapshot™ REPORT by Voke Research provides real-world data to help you justify the investment in service virtualization.
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service virtualization, data, market snapshot, voke research, software development, knowledge management
    
HPE Service Virtualization
Published By: SurveyMonkey     Published Date: Oct 23, 2015
Watch our webinar, 4 Steps to Building a Customer Satisfaction Engine. SurveyMonkey's Director of Customer Success, Jeffrey Coleman, will show you how to: - Ask questions that yield actionable data - Scale follow-up actions and improvements - Analyze survey data and get key metrics - Close the loop by turning data into action
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survey monkey, customer satisfaction, customer success, data analytics, survey data, client services, customer operations, salesforce, sfdc service
    
SurveyMonkey
Published By: Collaborative Consulting     Published Date: Dec 20, 2013
A company's products needed constant updates due to changing business rules and regulations, as well as new functionality. However, tasks such as regression testing took too long and consumed too many resources. Collaborative helped to dramatically speed up the process through automation and process analysis, leading to increased customer satisfaction.
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collaborative consulting, testing performance, testing process, case study, financial services, performance boost, technological advantage, trade details, regression testing, trade matching, testing software package, domestic solution center
    
Collaborative Consulting
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