eBooks

Helpful resources on customer experience and optimizing customer journeys.

Real World Business
June 16, 2021

Every Step Along the Way: The Ultimate Guide to Customer Journeys

Customers will naturally have different experiences of an organization at different phases along their journey. Different teams will interact with customers according to a diverse range of objectives and priorities in line with their function, but there is one thing that they must all strive to do in order to keep their customers satisfied: ensure that those experiences are excellent. That’s why understanding what customers need out of each experience – at each phase of the journey – is crucial. We’ve written this E-Book, to help enterprises and the people who lead them – every step of the way.

Real World Business
Jun 16, 2021

Every Step Along the Way: The Ultimate Guide to Customer Journeys

Customers will naturally have different experiences of an organization at different phases along their journey. Different teams will interact with customers according to a diverse range of objectives and priorities in line with their function, but there is one thing that they must all strive to do in order to keep their customers satisfied: ensure that those experiences are excellent. That’s why understanding what customers need out of each experience – at each phase of the journey – is crucial. We’ve written this E-Book, to help enterprises and the people who lead them – every step of the way.

Technology Products
Mar 15, 2021

Information Everywhere: The Importance of the Modern Orchestration Layer (White Paper)

Digital success over the next decade will come down to one fundamental issue: can companies get past the pull mentality of the Web 1.0 era and embrace a push philosophy that weaves orchestration technology together with knowledge workers in the AI era? AI-driven knowledge delivery needs to be built into an orchestration layer that is able to tap into all of a company's underlying knowledge and data repositories.

Support
Feb 25, 2020

Outsourcing B2B Support

With outsourced support, it is possible for any organization to save money while streamlining their support processes and providing better experience for their partners. Particularly in the B2B space, taking this approach can help your organization scale profitably and efficiently. While outsourcing can often stir feelings of apprehension, this guide will allay any anxiety associated with taking the outsourced approached to supporting your customers.

Support
Feb 25, 2020

How Product Support Gives B2B Technology Companies a Competitive Advantage

This e-book will provide you with a deeper understanding of the role product support plays within a larger customer experience strategy and in the context of the evolving B2B landscape. This knowledge will allow you to implement effective, efficient product support systems for all of your customers and devices.

Support
Nov 17, 2019

How to Grow Your VAR: Redefining "Value" for 2020 and Beyond

The world for VARs is changing fast. If you don't change with it, you might find yourself left behind. It's time for a shift to recurring revenue.

Support
Jul 15, 2019

Digital Transformation for Customer Support

It’s no longer enough to provide helpful, friendly support – it also needs to be fast, convenient, and low-effort for the customer. Transform your support operations from an analog, reactive, siloed approach to the digital, proactive, omnichannel support your customers deserve.

Support
Jul 15, 2019

Better Customer Experiences Stem from Proactive Support

What if you could support your customers before they asked for help – or even prevent their problems from occurring in the first place? In this guide, we explore how to use technology & network monitoring to inspire lifelong customer loyalty.

Support
Jul 15, 2019

The Omnichannel Support Starter’s Guide

In our fast-paced, mobile-first world, today’s customers don’t have the same patience they did a few years ago. They expect to be able to ask you questions whenever they want, however they want, on any device they want. Learn how to keep up.

Support
Jul 15, 2019

AI, Bots, & Automation: How Technology Can Turn Your Agents Into Superheros

The hyperconnected, technology-driven age we live in has led to a shift in customer demands. People insist on and expect accelerated service while simultaneously increasing quality. By integrating AI, bots & automation into your customer support strategy, you can provide your team with the right tools and technology to drive customer satisfaction forward while solidifying loyalty.

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