Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Published on: March 31, 2016.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. This shift to a mobile first world has a big impact on the customer experience and customer service. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect?

Customer Service 56

Customer Service Multichannel Airlines Self service 56

ijgolding

JULY 18, 2018

I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

VocalCom

JUNE 25, 2018

When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. Would customers actually receive better service? And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year.

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

bold360 Blog

APRIL 15, 2021

Looking back, it’s clear that FSIs that had invested in digital (service) transformation prior to the pandemic tended to outperform their more flat-footed rivals. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self service 52

Self service Banking Multichannel Chatbots 52

Babelforce

MARCH 10, 2021

True story: I was about to start an 18-hour multi-transfer plane journey when I noticed a suspicious transaction on my banking app. I contacted the bank using the in-app messaging service while on the runway, alerting them to the issue. Omnichannel service vs. multichannel service.

Customer Support 52

Customer Support Multichannel Interactive Voice Response Banking 52

VocalCom

APRIL 1, 2019

Here are five ways IVR can power great customer service in your contact center. Above all, IVR is an extremely powerful tool for routing customers when they call your brand. Faster service with visual IVR. Some systems may feature visual IVR , which allows customers to tap their way through menus.

Interactive Voice Response 48

Interactive Voice Response Customer Service Contact center software Self service 48

VocalCom

APRIL 9, 2018

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. 30% of British banks answered a Facebook message – compared to 67% of those in France.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

VocalCom

JUNE 17, 2019

The cost benefit to your brand is significant as well: Chatbots Magazine cites that businesses can save up to 30% in customer support costs. Here are five specific reasons why customers love them—and how you can improve your service with the help of these digital assistants. They get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

OctopusTech

SEPTEMBER 9, 2023

The dedicated call centers handle day-to-day customer queries such as solving credit card issues, checkout process problems, and many more. It is a strategic method by which businesses can lower their operational costs and optimize customer service solutions.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

VocalCom

OCTOBER 22, 2018

For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Banks may also send monthly reminders about payments. By anticipating your customers’ needs, you can ensure that they never miss an important deadline or event. Make your self-service spectacular.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

Aria Solutions

AUGUST 1, 2018

Figure 26: Forrester’s CX Index from report, “The US Customer Experience Index 2018” Although other aspects of the brand can influence positive customer experiences, customer service employees have the greatest impact in making customers feel the 6 emotions listed above.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. This has a direct impact on customer service.

Customer Service 98

Customer Service Self service Chatbots B2B 98

SharpenCX

JULY 28, 2020

So, how do you take the next steps to make your omnichannel customer service the best it can be? How do you implement omnichannel customer service effectively? Let’s dig into the details of omnichannel customer service and highlight three tips to implement your strategy for best results.

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

ShepHyken

APRIL 7, 2023

This could be something as simple as frequently forgetting passwords or something more serious like needing help to trace a purchase or needing a necessary feature on the platform they’re using. A customer pain point is a distinct issue that your customers or prospects encounter during contact with you at various touchpoints.

Advertising 120

Advertising SaaS Wait times Multichannel 120

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Author: Neil Cox Consistency is an essential part of customer service and the overall experience. From a brand reputation point of view, a lack of consistency means customers are left feeling confused and frustrated.

Multichannel 50

Multichannel Customer Service Finance Self service 50

JustCall

APRIL 5, 2023

Companies looking for VoIP solutions will not have to break the bank while choosing JustCall. In fact, you can subscribe to the advanced add-on services to continue the momentum as your business continues to grow. It is made possible first and foremost through its fiscal accessibility.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Eptica

MARCH 21, 2019

In this study, we focused on fashion, food and drink, travel, insurance and banking brands. Showing the scale of the issue, none of the 10 banks tested could successfully respond to a routine email question about cancelling a bank card from abroad, for example. On the face of it, the findings paint a positive picture.

Multichannel 80

Multichannel Banking Self service Surveys 80

NobelBiz

FEBRUARY 22, 2023

The use of asynchronous communications is increasing This year, the increase of asynchronous contacts for customer service continues. Daily talks between customers and companies climbed by 40% on social media and mainly Facebook Messenger and Instagram. Analyze instances before making a choice for your omnichannel customer care.

Customer Experience 52

Customer Experience Multichannel Contact Center Chatbots 52

NobelBiz

FEBRUARY 22, 2023

The use of asynchronous communications is increasing This year, the increase of asynchronous contacts for customer service continues. Daily talks between customers and companies climbed by 40% on social media and mainly Facebook Messenger and Instagram. Analyze instances before making a choice for your omnichannel customer care.

Customer Experience 52

Customer Experience Multichannel Contact Center Chatbots 52

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service. very same query on email.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Eptica

NOVEMBER 1, 2017

But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Your customers will expect nothing less. Click here to register for the webinar.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64