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Article Forrester’s Vendor Landscape: ITSM SaaS Solutions
Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools…
Article Forrester Research: Use Digital Technologies to Improve Employee Engagement
Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve…
Article Forrester’s Predictions 2016: The eCommerce Gap Widens
As anyone who’s ever developed or marketed a website knows, the Internet can be both a…
Article Forrester’s Top 10 Customer Service Trends for 2016
In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…
Article Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel
Edmunds.com, a customer of Zopim (now Zendesk Chat), was featured in this Gartner report. Read on…
White Paper Gartner: Why You Need To Rethink Your Customer Self-Service Strategy
Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…
Article Forrester report: The Six Key Elements of Proactive Chat
In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is…
White Paper The New Face of Customer Service
Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…
Article Forrester Names Zendesk a ‘Strong Performer’
Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015 Customer…
White Paper Omnichannel customer service report
Consumers are becoming more comfortable interacting with companies across a growing number of channels, and as…
Article The business impact of customer service on customer lifetime value
Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…
Matchmaking in the cloud: a perfect marriage of sales and support
This paper describes why integrations of best-of-breed tools in the cloud will outperform standard all-in-one platforms.…