British Airways launched a global customer relations initiative aimed at overhauling its technology infrastructure and service processes.DOWNLOAD »
The key to this dramatic improvement in consumer engagement was consolidating their social media management strategy into one tool, Astute Social.DOWNLOAD »
Changes such as the explosion of digital communications, mobility, and insights gained from big data are having a profound impact on customer expectations. This report summarizes the top 10 customer service trends for 2015.
Forrester Research Inc., March 2, 2015
Increase conversion, retention, and revenue using conversational KM. Learn how effective KM enables marketers to deliver the right information at the right time, while gaining "voice of the customer" feedback from customers, prospects and employees to drive continuous improvement.DOWNLOAD »
As consumer demand grows for consistent, easy-to-find solutions across channels and screens, a strong business case emerges for adding virtual agents to the customer’s journey.
Forrester Research Inc., January 12, 2015
Anchor your contextual marketing engine with RTIM, a system of engagement that helps marketers activate contextual experiences. This requires the evolution of marketing technologies as well as collaborative business processes.
Forrester Research Inc., February 20, 2015
Dunkin’ Brands, with 10,000 franchise outlets worldwide, improved franchisee support, raised the professionalism of their customer service organization, and elevated the customer care function with Astute as their technology partner.DOWNLOAD »
Conversational Agents (CA) bring a personal touch to the often impersonal self-service interaction. They also bring high user and customer satisfaction ratings, reduced overall interaction costs and reduced inbound service and support contact volumes.DOWNLOAD »
When contemplating social media initiatives, it’s easy to get tunnel vision. Zoom out to examine the enterprise-wide impact of incorporating social CRM processes and technology.DOWNLOAD »
McDonald’s recognized a growing trend in the Quick Service Restaurant industry toward creating competitive advantage in their marketplace through exceptional customer service. Astute Solutions provided the technology, service and support they required.DOWNLOAD »
Quick service and casual dining restaurants are in a strong position to gain business share. One key to success lies in these businesses' ability to provide great service and recover from bad service experiences and adverse events.DOWNLOAD »
Olive Garden deployed a customer feedback form which increased contact center interaction volume by 20%. ePowerCenter met the demands of the enhanced service strategy.DOWNLOAD »
A greater number of self-service channels to choose from means a higher level of customer expectations about the quality and consistency of the information they get. Learn how your self-service can go from "good enough" to "great."DOWNLOAD »
A holistic approach to social listening and engagement can transform your business into a social business, help you quickly find relevance in the massive social world and allow you to use the information for the betterment of your organization. Engage with social consumers and build a social business.DOWNLOAD »
The line between sales and service has begun to blur. Consumers have come to demand a consistent experience whether communicating via phone, email, chat or social media.DOWNLOAD »