Your Source for Providing a Better Customer Service and Customer Support Experience

Download the Coremetrics success story

Every day, more than 2,000 online business sites globally – with transactions representing over $20 billion per year – rely on Coremetrics to optimize their online marketing.

Most significantly, the company’s clients are happy. Yet not that long ago, Coremetrics recognized it was time to take support to the next level to drive client satisfaction.

“We recognized the need to provide our clients the 24×7 help needed, but in a scalable way,” said Paige Newcombe, senior director, Global Client Services. “The metrics spoke to the need to offer new support solutions to our clients.”

Download this customer success story and discover how leading marketing optimization software provider Coremetrics increased customer satisfaction, loyalty and revenue with Web self-service.

Watch recorded version here

SupportIndustry.com’s 2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today’s Support Organization, which was sponsored by Parature Inc. and surveyed senior-level service and support professionals, revealed the top motivators for moving to a Software-as-a-Service (SaaS) model. These motivators include eliminating the need for staff to maintain in-house systems (27%), increased efficiency (25%), increased profitability (16%) and greater customer satisfaction and loyalty (14%).

It is benefits such as these that have CRM and support departments turning to on-demand models to benefit the enterprise. According to the survey, 43% of respondents have leveraged SaaS-based models for at least some of their service-related technology deployments, while 32% say they plan some kind of SaaS-based deployment in the coming year. Read more »