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.

Cover for The Innovation Report

The Innovation Report

Download our Innovation Report to see examples of cutting edge tactics and innovative business models across the whole range of digital marketing disciplines, including online advertising, ecommerce, mobile, social media, and search. Companies featured in this report include Kiva, Lastminute.com, Dell and Photobox.

Cover for JUMP Magazine 2012

JUMP Magazine 2012

JUMP is Econsultancy's magazine in support of the multichannel event, JUMP, which takes place on October 10 in London and on November 1, 2012 in New York. In this issue of JUMP Magazine, we look at new ways to bridge the multi-channel gap. Big data is the theme, but there are also articles on the socialization of customer service, innovative multichannel campaigns, mobile apps vs. websites, discounting and media growth trends.

Cover for Internet Statistics Compendium

Internet Statistics Compendium

Econsultancy’s Internet Statistics Compendium is a compilation of internet statistics and online market research with data, facts, charts and figures. Updated monthly, the various global and country-specific documents contain thousands of stats and figures. A huge time-saver for presentations and reports.

Cover for Digital Tribes II: Community Culture

Digital Tribes II: Community Culture

Digital Tribes II: Community Culture is the second of three reports from Econsultancy’s Digital Vision grant-winner Allison Aldridge Saur. Building a community has become a primary goal for many marketing organizations. In this report Saur uses the template of Native American tribal practices to highlight techniques that marketers can use to strengthen communities.

Cover for Digital Tribes

Digital Tribes

The Digital Tribes series of reports is the first product of the Digital Vision project, an effort to help new thought leaders get their insight out into the digital marketing world. The reports look at how Native American tribal characteristics reveal substantive practices that build stronger, more fulfilling and highly committed online communities.

Cover for Online Communities

Online Communities

Online Communities is a multipart series that guides marketers through the construction, upkeep, and leverage of a digital community. The four reports in this series aim to help marketers learn the best ways to conduct conversations across multiple platforms, come to understand the utility of email marketing, detail how to gather feedback, offer support, and, finally, convert community members into buyers.

Cover for The SoDA Report & Digital Marketing Outlook Survey

The SoDA Report & Digital Marketing Outlook Survey

The Society of Digital Agencies' (SoDA) Digital Marketing Outlook Survey results are in. The survey, conducted by Econsultancy, provides evidence on the conservative yet steady growth of digital marketing spend, including social media activities and explosive growth of inbound marketing—suggesting ongoing agency relationship changes and increased demand for digital talent.

Cover for State of Digital Marketing in Australia

State of Digital Marketing in Australia

The State of Digital Marketing in Australia report, published by Econsultancy in association with Marketing Magazine, looks in detail at the current level of spending across different marketing channels, how companies are measuring marketing effectiveness and examines the existing levels of industry skills and knowledge.

Cover for Online Communities Part One: Starting a Community

Online Communities Part One: Starting a Community

Online Communities is a multipart series that guides marketers through the construction, upkeep, and leverage of a digital community. This report, Part One, Starting A Community explores the foundational concepts of community, the advantages for companies who take the time to build them, and explores the preliminaries of using the largest community-facilitating digital services.

Cover for JUMP - Whitepapers live 1 presentations

JUMP - Whitepapers live 1 presentations

Presentations from the Whitepapers live 1 stream of Econsultancy's JUMP, online and offline marketing all joined up, event on 12th October 2011. Over 1,250 digital marketers attended to hear from those leading the way in multichannel marketing.