UK consumers now expect omni-channel customer service

PRESS RELEASE: The world of customer service is changing, with most queries and complaints now dealt with on email or phone, with a face to face meeting unlikely to be an option for the vast majority of complainants. The instantaneous nature of email and social media means that people expect a higher level of customer service, and demand resolutions to any issues promptly: 25% of survey respondents had their most recent complaint solved within a day which shows that the bar for quick, agile and effective solutions is getting higher. Continue reading UK consumers now expect omni-channel customer service

New Survey Suggests the IoT Boosts Revenue, Strengthens Customer Relationships for Connected Businesses

PRESS RELEASE: Xively by LogMeIn, Inc. released the findings of a new study sponsored by LogMeIn and conducted by Harbor Research, The Internet of Things Journey, that revealed nearly all companies who have embarked on a connected product journey report both financial and customer experience benefits as a result. Continue reading New Survey Suggests the IoT Boosts Revenue, Strengthens Customer Relationships for Connected Businesses

Dogs Trust contact centre celebrates second birthday

photoPRESS RELEASE: Dogs Trust, the UK’s largest dog welfare charity, has seen a 21% increase in the number of people looking to give one of its homeless hounds a second chance. The charity’s national Contact Centre celebrated its second anniversary on Thursday (29 September) having taken 345,229 calls – an average of almost 1,000 calls a day – in the last twelve months. Just over 65,000 of those conversations were with dog lovers hoping to offer a Dogs Trust dog a forever home. Continue reading Dogs Trust contact centre celebrates second birthday

World Vision Replaces Legacy On-Premise Communications Systems with RingCentral’s Global Cloud Solution for Mobile and Distributed Workforce

PRESS RELEASE: RingCentral announced that World Vision, one of the largest Christian charitable relief organizations centered on solving child poverty and injustice, has selected RingCentral Office® to overhaul its legacy business communications infrastructure in the United States. With a focus on optimization, World Vision wanted a flexible and easy-to-use cloud solution to empower employees to communicate nationwide in any way, anywhere, and on any device. This includes voice, video, conferencing, SMS, and online meetings from a single unified solution. Continue reading World Vision Replaces Legacy On-Premise Communications Systems with RingCentral’s Global Cloud Solution for Mobile and Distributed Workforce

B2X to Manage Global Customer Care for Microsoft Lumia Smartphones and Microsoft Feature Phones

PRESS RELEASE: B2X, the leading technology-enabled provider of customer care services for mobile and consumer electronics, announced that it has been engaged by Microsoft as a global customer service partner for Lumia and Feature Phones manufactured by Microsoft. B2X serves as Microsoft’s primary aftersales partner and provides customer support and device repair services for the Lumia and feature phones, starting in October. Continue reading B2X to Manage Global Customer Care for Microsoft Lumia Smartphones and Microsoft Feature Phones