"Customer Support" Posts

Do Your CSMs Have the Right Content to Support Customers?

Do your customer success managers (CSMs) have the right content to guide customers? Forrester’s Amy Bills and Lisa Gately explain.

Venture Capitalists Bet $38M on Aspiring MSP Disruptor Called Electric

Electric builds chat bots & automated systems to disrupt traditional managed services providers (MSPs). Venture capitalists bet $38 million on the MSP disruption strategy.

Your Customers Don’t Want To Call You For Support

Customers increasingly leverage self-service and agent-assisted digital communication channels for customer service, Forrester Research reveals.