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Mural Proves the Value of Support Interaction Optimization (SIO)

How Mural used support interaction optimization (SIO) from Support.com to improve its business
Categories Tags As pointed out by Frost & Sullivan Principal Analyst Nancy Jamison in her blog, support interaction optimization (SIO) is a new and powerful tool that helps co… https://digitaltransformation.frost.com/expert-insights/viewpoints/mural-proves-value-support-interaction-optimization-sio/

So Why Does Customer Service Stink?

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Readers are…
Categories Tags Almost every day, it seems, there is another report on why enabling an excellent Customer Experience is vital for companies.  Here are just a few examples of t… https://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

In the Chat’s Innovative Social and SMS Solutions

In the Chat's social media and SMS/text solutions
I had an interesting conversation the other day with John Huehn, founder and CEO of In the Chat, a customer contact solutions company based in Waterloo, Ontario, Canada’s tech hub… https://digitaltransformation.frost.com/expert-insights/viewpoints/chats-innovative-social-and-sms-solutions/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… https://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

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