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  • For Application Development & Delivery Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    February 21, 2017 | Ian Jacobs, Andrew Hogan

    The combination of media and vendor hype about "world-changing technology" has propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" now pushes digital...

  • For B2C Marketing Professionals

    Report

    Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • For Application Development & Delivery Professionals

    Report

    Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic

    Vision: The Contact Centers For Customer Service Playbook
    January 27, 2017 | Kate Leggett

    In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology...

  • For Infrastructure & Operations Professionals

    Report

    Report ChatOps: The Missing Ingredient To Improve Customer Experience

    DevOps Demands The Speed, Context, And Collaboration Of ChatOps
    January 6, 2017 | Elinor Klavens, Milan Hanson

    Information sharing and communication are slowing down distributed infrastructure and operations (I&O) teams when they're trying to make decisions or restore service. ChatOps offers an assisted...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    December 12, 2016 | Andrew Hogan, Ian Jacobs

    Media and vendor boasts of "world-changing technology" have propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" is pushing digital business...

  • For Application Development & Delivery Professionals

    Report

    Report Chatbots 101: Building Conversational Interfaces

    Take A Progressive Approach To Building Chatbots That Aligns With Your App+ Mobile Strategy
    December 12, 2016 | Michael Facemire, Julie A. Ask

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging services at an unprecedented pace. In parallel, they're looking to use conversations for customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Chatbots

    Pilot Chatbots As Part Of Your App+ Mobile Strategy
    October 20, 2016 | Julie A. Ask, Michael Facemire

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging at an unprecedented pace. In parallel, they look to extend conversations beyond socializing with...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Now You See Me — Video Chat Improves The Customer Experience

    Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction
    September 15, 2016 | Nick Barber, Art Schoeller

    Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Bots Aren't Ready To Be Bankers

    Bank Execs Should Focus On Foundational Digital Initiatives Now To Take Advantage Of Next-Gen Bots In Two To Three Years
    August 31, 2016 | Peter Wannemacher

    Many companies are betting on bots, chat-based software built to simulate human conversation and help consumers complete tasks. But while bots and the technologies that enable them are evolving...

  • For Application Development & Delivery Professionals

    Report

    Report Plan Now For Customer Service In 2021

    Explore Five Technologies To Transform Customer Care Over The Next Five Years
    June 28, 2016 | Ian Jacobs

    Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service...

  • For Application Development & Delivery Professionals

    Report

    Report Your Customers Don't Want To Call You

    Invest In Self-Service And Low-Friction Channels In Your Contact Center
    February 29, 2016 | Kate Leggett

    Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly relying on digital channels like...

  • For Application Development & Delivery Professionals

    Report

    Report Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy

    Text Messaging Is The "Non-App" Application For Customer Service
    September 1, 2015 | Art Schoeller

    Application development and delivery (AD&D) professionals face a distinct challenge serving the increasingly mobile customer. Getting consumers to download, install, and regularly use mobile...

  • For Application Development & Delivery Professionals

    Report

    Report Market Overview: Chat Solutions For Customer Service

    Twenty-One Solutions For Delivering Differentiated Experiences
    July 10, 2015 | Kate Leggett, Art Schoeller

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: How Financial Services Firms Use Video To Transform Customer Experiences

    Online Video And Chat Prove Increasingly Important
    May 7, 2015 | Art Schoeller

    In the age of the customer, trust and transparency are critical for banks, investment management firms, and insurance providers. With the growth of online and mobile banking, online video and video...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Forrester Research Online Cross-Border Retail Forecast, 2013 To 2018 (Western Europe)

    ForecastView Spreadsheet
    February 5, 2015 | Michael O'Grady

    Western Europe is one of the largest markets in the world for cross-border trade. Online cross-border retail sales in Western Europe will grow at a compound annual growth rate (CAGR) of 11% over...

  • For Customer Experience Professionals

    Report

    Report Brief: What WeChat Can Do To Enhance Your Customer Experience

    November 12, 2014 | Samantha Jaddou

    WeChat, known as Weixin in China, has taken the country by storm: As of June 2014, it had 438 million monthly active users. And in the past two years, approximately 5.8 million companies and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Good Alone, Better Together: Integrating Chat And Virtual Agents

    Creating Seamless Customer Service Interactions Is Key To Meeting Customer Expectations
    October 29, 2014 | Brendan Witcher

    Increasingly, organizations are turning to live chat and virtual agent tools in order to keep pace with the ever-demanding consumer. And for good reason: the ability to scale immediate, contextual...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Six Key Elements Of Proactive Chat

    Evolve Proactive Chat To Proactive Engagement
    October 2, 2014 | Kate Leggett

    Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Business Case For Virtual Agents

    Why A Personalized Virtual Agent Is The Right Tool For Today's Self-Service Driven Consumer
    September 30, 2014 | Brendan Witcher

    Virtual agents have evolved from simple, self-service chat-bots to today's personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness...

  • For CIO Professionals

    Report

    Report Serving Your Customer-Obsessed Employees

    Analyze And Close Your Customer Engagement Technology Gap
    June 11, 2014 | Ted Schadler, Philipp Karcher

    In the age of the customer, every employee has a responsibility to win, serve, and retain customers, directly, indirectly, or, in the case of customer-obsessed employees, both. As the head of the...

  • For Customer Experience Professionals

    Report

    Report Quick Take: Amazon's Mayday Turns Customer Support Into Customer Experience

    November 20, 2013 | Tony Costa

    Amazon.com's recently announced Mayday customer support feature is a major improvement on existing approaches, enabling customers to connect to live customer support professionals 24x7x365 —...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Evaluating The Potential For Mobile Chat To Drive eBusiness Goals

    April 25, 2012 | Diane Clarkson

    In the early years of the Internet, online customer service involved the marketing departments writing content for a handful of online FAQs and including a telephone number in the "contact us"...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Capitalizing On Live Video Chat

    Understanding The Emerging Opportunities For eBusiness
    August 23, 2011 | Diane Clarkson

    Many eBusiness leaders are beginning to consider the business benefits of live video chat. This emerging touchpoint offers many benefits including supporting sales, reducing abandonment, and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Taking Chat International

    Paving The Way To Success Through Effective Localization
    May 24, 2011 | Diane Clarkson

    eBusinesses expanding internationally are often driven to expand online support options for new global customers. eBusiness professionals are increasingly looking to chat to capitalize on results...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email
    May 12, 2011 | Bill Doyle

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels...