Tag: Forrester

Forrester Analyst: “Customer Experience Drives Revenue” Autotask Community Live ’16

customer loyalty

At a recent conference, Forrester told business leaders how one simple strategy can cut costs, generate revenue and strengthen brand reputation. No, it’s not a deeply held secret. It’s just a good customer service experience.   “Customer experience…

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The Secret to Providing Best Digital Customer Service Experience

A new study shows that, for a company to implement a successful digital customer service experience, change must be embraced at the very top of the organization. Specifically, the study – which was carried out by international research…

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Forrester Praises Text Messaging for Customer Service

Forrester has produced a report outlining the many advantages of SMS text messaging as a customer service channel. “Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy”. Says Forrester analyst Art Schoeller. The report is a…

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3 Ways to Melt Call Volume with Digital Customer Contact Channels

Forrester recently announced that online self-service has surpassed the traditional phone line as the most popular channel for customers — making agents working the phones now second in the customer service toolbox. Meanwhile, social media and mobile technologies continue to…

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