Engaging Teens Using Live Chat: Shifting Online Strategy Focus

  • Source: 24-7 INtouch
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Teen purchasing power is enormous, but teens are a fickle demographic. As online marketing strategies shift from customer acquisition to customer retention, understanding teen purchasing behavior is vital for companies wanting to establish long-term relationships with teens. Discover how online retailers are using live chat to address the expectations of teens—keeping them loyal and boosting return on investment (ROI).

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Cloud Communications Services: Five Questions You Need to Address for Success

Many businesses have been successfully using cloud-based applications for years, but following this path for communications is much more recent. For some businesses cloud communications just means VoIP telephony, while others include applications such as video, text, chat, messaging, email, conferencing, etc. This guide addresses five key questions to help you determine how the cloud aligns with your business communications needs—including reasons to use the cloud, who the cloud is best for, whom... Read More

When Customers Call, and They Will, Will Your IVR Be Ready?

Reports have indicated that more and more customers are using online and other self-service tools to resolve issues. That said, analysts are not predicting that call volumes will be dropping significantly. This means that interactive voice response (IVR) technology can still be crucial to a company’s customer experience.

This report from Frost & Sullivan looks at what customers dislike about and require from IVR systems. It presents the case that some customers reject calling as a method... Read More

Reducing the Burden of Regulation, Legal Hold, and Discovery Using Delphix Live Archive

Your company is subject to legal obligations to preserve and produce detailed point-in-time records of your business in response to regulations or orders from courts. Companies often meet these burdens with data archiving, however, poor data archiving can lead to non-compliance with regulations. This document looks at Delphix's Live Archive, which can build a condensed copy of a data source that can be accessed on demand and quickly while also bookmarking data sources to restore any application,... Read More

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Turn the Internet into a Strategic Sales and Interaction Channel

  • Source: SAP
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With the emergence of the Internet, the business environment has changed for many organizations, and will change to an even greater extent in the future. Indeed, in an increasingly dynamic and global environment, the Web has become an important source of competitive differentiation for companies of all sizes. In this comprehensive white paper, you’ll find out how to design a Web channel strategy that works for you. Read More

Customer Focused Self-service: Building the Balanced Business Case

Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many organizations, just the cost savings make the investment in self-service worthwhile. But the self-service business case isn’t built on cost savings alone. There’s a bigger, more customer-focused picture to consider, where the customer experience plays the key role. Read More

Engaging Digital Customers Through Marketing Technology

  • Source: Corporate Executive Board (CEB)
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Branch sales are expected to decline by at least 30% from 2012 to 2017, but retail banks are still facing pressure to increase total sales growth by 25%. In response, banks are placing greater emphasis on growing acquisition and cross-sales in digital channels to close this gap.

The nature of the digital customer has changed the effectiveness of digital sales solutions, and requires rethinking how banks can actually capture growth.

This white paper from Corporate Executive Board... Read More
 
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