New Survey: Putting a Price on Happy Customers; Telcos Up Investment In Web, Social Customer Engagement Channels -- LogMeIn, Ovum Survey Shows Customer Satisfaction Trumping Cost Savings as Telcos Seek to Differentiate on Customer Experience
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Ovum conducted a telephone survey of over 100 customer service managers from December 2011 to January 2012. The survey, which covered telecommunications companies, technology companies (including device manufacturers), retail and wholesale companies, as well as government and education organizations, was carried out across four different English speaking countries, including the US, UK, Canada and Australia. Respondents were asked eight different questions regarding the importance of various metrics used to measure contact center success. They were asked which tools they currently use to monitor satisfaction and about investment plans for the short term (2012) versus mid-term (2012-2015).
About LogMeIn, Inc.
LogMeIn (NASDAQ: LOGM) provides essential cloud-based services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by more than 15 million people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe - computers, smartphones, iPad and Android tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK.