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Gartner: Why You Need To Rethink Your Customer Self-Service Strategy White Paper

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy

Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…

The New Face of Customer Service White Paper

The New Face of Customer Service

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…

PCI Compliance and the Cloud White Paper

PCI Compliance and the Cloud

Table of Contents PCI Background Introduction What is PCI? What are the PCI DSS requirements? To…

Omnichannel customer service report White Paper

Omnichannel customer service report

Consumers are becoming more comfortable interacting with companies across a growing number of channels, and as…

Do you really need a technical writer for your knowledge base? White Paper

Do you really need a technical writer for your knowledge base?

Building a knowledge base for internal reference or customer self-help is a long-term commitment. You not…

6 Tips for building a thriving help center White Paper

6 Tips for building a thriving help center

Customers want to help themselves. They are more technically savvy than ever and have come to…

Protect Your IT Assets White Paper

Protect Your IT Assets

The consequences of overlooking even a single security vulnerability can be severe. If a computer on…

How to Conquer Your Fear of Phone Support White Paper

How to Conquer Your Fear of Phone Support

Phone support is an essential part of a multi-channel support strategy, yet rolling out and managing…

Simplified IT Service Management White Paper

Simplified IT Service Management

An internal IT department is an interesting place to work. You feel buffered from the front-lines…

Five trends impacting the enterprise IT help desk White Paper

Five trends impacting the enterprise IT help desk

Introduction Todays enterprise IT support organizations and help desks are experiencing a dramatic shift in the…

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Matchmaking in the cloud: a perfect marriage of sales and support

This paper describes why integrations of best-of-breed tools in the cloud will outperform standard all-in-one platforms.…

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One face of the brand customer support

Streamlining and improving the customer service experience has been proven to increase profits for retailers.1 Simply…

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How to move beyond email to the cloud

Providing email customer service with a simple inbox doesn’t sound like a good idea, does it?…

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The Customer Service and Social Media Revolution

Customer service organizations face increasing amounts of pressure to deliver better service over a broader range…