Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons

PRESS RELEASE: When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of the latest Zendesk Benchmark report released today. Using machine learning techniques to group similar customer service operations, the research also found that support teams fall into four main types that can serve as an alternative to industry benchmarking: relationship builders, masters of complexity, late bloomers and captains of scale. Continue reading Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons

Amazon and Argos top the UK retail app charts, while ‘Click and Collect’ services boom in 2014

PRESS RELEASE: UK retailers are significantly ahead of European counterparts, France and Germany, when it comes to uniting the online and in-store shopping journey. This is according to a new report from App Annie and Kantar Retail, which found UK retailers rushing to blur the lines between online and offline retail with tactics such as ‘Click and Collect’, unlockable content and barcode scanners. Continue reading Amazon and Argos top the UK retail app charts, while ‘Click and Collect’ services boom in 2014

Avaya Network Downtime and Complexity Results in Job and Revenue Loss plus Missed Business Opportunities

PRESS RELEASE: Traditional network vulnerabilities are causing more business impacts than most realise, resulting in lost revenue, growth and jobs. A poll of mid-to-large companies across Europe, commissioned by Avaya, found that 81% of IT professionals surveyed experienced network downtime caused by IT personnel making errors when configuring changes to the network core. Continue reading Avaya Network Downtime and Complexity Results in Job and Revenue Loss plus Missed Business Opportunities

Netop Updates Live Chat Software for Better Customer Communication

PRESS RELEASE: Netop released an update to Netop Live Guide, the company’s text, audio and video chat solution for customer engagement. Used by customer service and technical support teams around the world, Live Guide helps companies deliver better, faster and more personalized service with live chat. The new version provides improved communication to mobile customers and enhanced integration to ZenDesk Inc.’s leading cloud-based customer service platform. Continue reading Netop Updates Live Chat Software for Better Customer Communication