In today’s digital world, consumers conduct much of their personal lives through taps, clicks, and finger swipes. But they do not find that same freedom and ease in the agent-assisted experiences they have when doing business with brands. Instead, consumers struggle through a series of disconnected experiences and painfully long calls that leave them frustrated and less trusting of brands.

The current tools organizations are using today for visual engagement just don't cut it. Purpose-built visual engagement technology, like co-browsing and camera sharing, is expected to help remove these pain points.

Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.

Download the full Forrester survey.

Millions of workers are walking around with their office, computer, filing cabinet, phone, email, working documents, and more right in the palm of their hands.

Many no longer even have a physical office to go to. They’re on the road, work remotely, and connect virtually with employers, clients, and partners who may be in a different city or country altogether.

What enabled this new work reality? Technology. For ever-growing numbers of people, whether they’re IT professionals, marketers, operations folks, salespeople, or others, tech is elemental.

And when a tech problem crops up, work comes to a stop. It’s a point of friction every worker, IT department, and enterprise has experienced—and one that nobody needs. So how does IT resolve issues quickly while evolving the business’s capacity to succeed?

This insightful guide walks you through the five foundational elements of frictionless support.

Today’s enterprises demand remote tech support that’s quick, easy and effective. And yet a surprising number of solutions are still slow, cumbersome and incomplete – and organizations that use them are losing time, loyalty and money.

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

More and more organizations are using a Shift-Left approach to support, bringing more complex work down to Level 1 and moving more repetitive work to self-service. This approach makes sense from multiple perspectives, including:

• Controlling costs
• Minimizing lost time
• Improving the customer experience

Today’s enterprises demand remote tech support that’s quick, easy and effective. And yet a surprising number of solutions are still slow, cumbersome and incomplete – and organizations that use them are losing time, loyalty and money

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

More and more organizations are using a Shift-Left approach to support, bringing more complex work down to Level 1 and moving more repetitive work to self-service. This approach makes sense from multiple perspectives, including:

• Controlling costs
• Minimizing lost time
• Improving the customer experience

Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes?

A guided support model meets employee expectations and increases IT effectiveness.