Reports listed here include information or examples relating to online customer service (OCS). Online customer service technology ranges from email management solutions and intelligent FAQs, through to virtual interactive assistants, live chat or instant messaging features and online survey or feedback tools. Please get in touch if can't find what you require.
Customer Engagement Report 2011
This is the fifth annual Customer Engagement Report, produced in association with cScape. This is the most comprehensive and influential report available on customer engagement, and features expert commentary from the likes of Jim Sterne, Adam Hibbert, Ron Shevlin, Richard Sedley, Steve Woods and Ian Jindal.
Innovation Awards 2011 Winning Entries
In 2008, we launched the industry‘s first Innovation Awards, designed to give clients, suppliers and agencies recognition for genuine innovation and success in digital marketing. For the 2011 Innovation Awards, we assembled an international judging panel from companies known for innovation, such as the BBC, Mercedes-Benz, Dell, Telefonica (O2), DuPont, BT, Net-a-Porter, Mindshare, SMAC, and Newsforce, as well as digital gurus such as Paul Boag, Sam Decker and Ian Jindal. This document provides all the winning entries as they were provided to us, minus any confidential information and supporting materials.
Global Customer Experience & Engagement Statistics
Econsultancy's Global Customer Experience Statistics document is one of 11 individual downloads that make up Econsultancy’s Global Internet Statistics Compendium, a comprehensive compilation of worldwide statistics and online market research with data, facts, charts and figures that are essential to understanding the marketplace as a whole.
JUMP Magazine: Issue two
JUMP is Econsultancy's multichannel magazine in support of the multichannel event, JUMP. In this second issue of JUMP Magazine we focus on a number of areas that will help you to join up your business, including why you should be using mobile coupons, content marketing in the multichannel age, 9 steps to multichannel success, and the benefits of an integrated customer service strategy.
Achieving Digital Balance
A must-have guide for anyone dealing with digital marketing. This report provides best practices and survey data around budgeting, strategy development, digital skills building, retention marketing and new channel development.
JUMP Magazine: Issue one
JUMP is Econsultancy's multichannel magazine in support of the multichannel event, JUMP. In this first issue of JUMP Magazine we focus on a number of areas that will help you to join up your business, including why brands should launch print catalogues and magazines, how to track inbound telephone calls with web analytics, emerging multichannel job roles, and why retailers need multichannel returns policies.
Customer Engagement Report 2010
Please note: There is a newer version of this report available
This is the fourth annual Customer Engagement Report, published by Econsultancy in association with cScape. This is the most comprehensive and influential report available on customer engagement, based on a survey of more than 1,000 companies and agencies. Companies can benchmark their customer engagement strategies and tactics, and see how others are adapting to changing customer behaviour and increased use of social media and the mobile channel.
What’s the value of “social media” for retailers online?
36-slide PowerPoint presentation from Econsultancy CEO Ashley Friedlein looking at the business case for what value 'social media' online can deliver to retailers.
Online Customer Service Buyer's Guide 2009
An invaluable resource for those investigating the market for online customer service and online surveys, with profiles of leading vendors, the latest market trends and tips and pitfalls for buyers.
Online Customer Service Briefing - June 2008
This free 9-page briefing provides the latest statistics, trends and tips for best practice. Understand when and how to deploy customer service tools, use user-generated content as a customer service tool, and implement multi-channel customer service.
