We are in the midst of a profound workplace transformation. With the Delta variant upending return to office efforts, it's crucial to consider how you'll build and maintain a healthy, thriving culture amid ongoing uncertainty. Download the new eBook "5 ways to make your intranet an indispensable return-to-work resource" and discover.

Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient and fast. There are no hold times. It mirrors existing user behaviors. Nearly everyone who uses technology, from boomers to Gen Z, is comfortable sending customer support email.

As the eCommerce industry becomes more competitive as barriers to entry shrink, consumers are less loyal and it's easier than ever to switch to a competitor, putting a priority on the customer experience is now required to build and grow a business. Support is now as critical as providing a high quality or unique product, or fiercely competing on price. This Customer Service Benchmark Report uncovers how 2,000 of the world's largest ecommerce companies provide customer support on the leading support channel: email.

Now that uncertainty about the workplace model has begun to settle, internal communicatons has the opportunity to reimagine the employee experience organization-wide. But what exactly has changed? And where should you start? The State of Internal Communications 2021 is Simpplr's latest research on how employee communications have been impacted, comparing survey data in May and September 2020, and now.

Replacing or purchasing a company intranet comes at a cost. With so many competing priorities at the top, how do you begin to justify a modern intranet solution? And how do you demonstrate a clear return on investment on your business?

Customer service is more important today than ever. A company's ability to resolve issues quickly, conveniently and with little effort from customers has become as essential as product, quality and price.

Consumers typically don't have an emotional connection to telecom companies. They are universally regarded as the same with little differentiation in service, quality or price. Providing a positive customer experience is a fruitful area for telecoms to differentiate and drive customer retention. With email remaining the preferred digital channel for telecom customer service, our study revealed that companies have a long way to go. Only 53% of companies had an easily accessible email address and of these companies, 65% completely ignored customer emails.

COVID-19 changed how companies communicate with their employees overnight. Many changes came out of necessity and a lot of the changes are still inflight. But we do know this: organizations are rewriting internal communication best practices as we speak. Simpplr Research interviewed customers and communication leaders to understand how changes are constantly evolving. In this eBook, we've highlighted 10 emerging best practices that are helping companies manage their crisis communication, keep their distributed employees connected, and make the most of this unprecedented situation.

This year's internal communications report is twofold: the annual State of Internal Communications 2020 and the State of Internal Communications, COVID-19 edition. COVID-19 has disrupted the norms of most organizations in operations and in communications. Simpplr Research surveyed over 600 participants to learn how IC has evolved and adapted to the new working environment and how organizations plan to transition employees back to the workforce.

Every year, Simpplr surveys hundreds of employee communications and IT professionals to understand how companies are engaging with and getting value out of their corporate intranet software technology. The 2020 survey edition benchmarks statistics such as intranet adoption maturity and seeks to understand how intranets are providing business value. Download the State of the Intranet 2020 to learn.