Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot?

Chatbots 86

Chatbots APIs Analytics Upselling 86

Eptica

SEPTEMBER 17, 2021

Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel. Share this page on: Tweet.

Marketing 112

Marketing Management Customer Service 112

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

B2B 77

B2B Marketing Technology Customer Service 77

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Why a consistent customer experience is so important (and how to deliver it). Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. 3 customer churn symptoms and cures.

CRM 117

CRM Customer Service Self service Management 117

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

JULY 30, 2021

Date: Friday, July 30, 2021 Author: Pauline Ashenden - Demand Generation Manager Which channels do consumers prefer for customer service and why? Our latest blog explores recent ContactBabel analysis of the channels people prefer to use depending on urgency, complexity and emotional involvement.

Customer Service 85

Customer Service Marketing Management 85

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. Embracing Digital Communication Gone are the days of waiting on hold for minutes on end or playing phone tag with healthcare providers.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Beyond Philosophy

SEPTEMBER 21, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Part of that is because service quality and delivery speed come into that high-quality assessment. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation.

Construction 221

Construction Marketing Personalization Management 221

Eptica

SEPTEMBER 10, 2021

Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring. Which channels do consumers prefer for customer service and why?

Marketing 104

Marketing Management Customer Service 104

Eptica

JULY 8, 2022

Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. 6 ways of delivering excellent B2B customer service.

Management 71

Management Best practices B2B Customer Service 71

aircall

AUGUST 11, 2021

Whichever one you choose, it’s important to prioritize call recording software that helps you to improve the customer experience. Not only will your customer service team use the software, but other departments will also use it to record internal calls. Call Tagging. Scalability. Robust Search Capabilities.

Technology 114

Technology call center software Customer centricity Call Center 114

Nicereply

SEPTEMBER 16, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors. Sid shares with us how these insights get Support a seat at the table to help shape the Customer Experience.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

Eptica

JANUARY 15, 2021

However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. Our latest blog explains where you need to focus to get your customer service fit for 2021. Reviewing 2020 – our top blog posts from last year.

Marketing 72

Marketing Customer Service Management 72

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

Customer Support 334

Customer Support Customer retention Customer Experience Management 334

Eptica

JUNE 3, 2020

Author: Guest author - Blake Morgan Today, customers demand a seamless experience from companies – whatever channel they use to make contact. You might also be interested in these posts: The impact of knowledge on current customer satisfaction. Customer service: why you can learn from the classics.

Multichannel 79

Multichannel Best practices Banking Feedback 79

Beyond Philosophy

SEPTEMBER 7, 2023

Understanding how customers evaluate pricing can help you correctly price your products or services. However, before we delve deeper into that, let’s first cover the three different consumer psychology theories about how customers evaluate pricing. Sale prices do, too. Speak to Colin and find out more. Click here !

Advertising 221

Advertising Education Sales Marketing 221

aircall

AUGUST 29, 2022

Or the impact of the resolutions provided to customers? This metric is all about how many customers had their issues resolved on the first call. If your FCR is high, it means your agents are able to help customers right away. Customer is put on hold or in a queue, and they hang up while waiting.

Call Center 118

Call Center virtual call center call center software Self service 118

Nicereply

NOVEMBER 16, 2021

When it comes to providing good customer service the majority of companies already know how important it is to measure customer satisfaction. Even numbers say that 81% of satisfied customers are more likely to do business with you again if they have a positive experience. Pro: Distribution Channels.

Surveys 111

Surveys Metrics Analytics Enterprise 111

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

Customer Support 257

Customer Support Customer retention Customer Experience Management 257

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

JivoChat

AUGUST 10, 2023

Affiliates are also professional product reviewers that use multiple marketing channels when creating content. These include email marketing, blogging, social media marketing, and guest posting. Product comparison blog posts are online guides that compare two or more products. Comment on the promo post and tag their friends.

Sales 75

Sales Marketing SaaS Construction 75

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. Unlocking customer insight with technology.

Best practices 79

Best practices Technology Customer Service Customer Experience 79

TMP Direct

SEPTEMBER 16, 2021

With a combination of marketing tactics, sales techniques, technology and data, you can fuel your lead generation channels and make them work the way they’re supposed to. When it comes to social media channels, gaining leads depends heavily on consumer engagement. There is nothing wrong with a traditional, sales-driven cold call.

B2B 96

B2B B2C Chatbots Advertising 96

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. It doesn’t feel exclusive.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Eptica

MARCH 20, 2020

To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future. Keep Your Customers Amazed. Read the full post here. Share this page on: Tweet.

Best practices 72

Best practices Self service Marketing Technology 72

CSM Magazine

APRIL 26, 2022

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution. Listen, analyze and improve service delivery on all social and digital channels.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience!

Customer Support 156

Customer Support Customer retention Customer Experience Management 156

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Firstly, it is difficult to predict what demand will be like and which channels it will affect. Published on: August 05, 2020.

Customer Service 112

Customer Service Self service Best practices Consulting 112

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. Nike, another well-known retail brand, achieved higher annual revenue by investing in multiple channels. But first, you need to understand what an omnichannel customer experience is.

Customer Experience 83

Customer Experience Metrics Banking Surveys 83

Expivia

APRIL 29, 2021

Customers aren’t as comfortable with picking up the phone as they are with sending an email. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. Over-the-phone customer service isn’t dead. What Is Digital Customer Service?

Call Center 90

Call Center Customer Service Best practices Contact Center 90

Nicereply

MAY 22, 2023

Social media support is an essential part of customer satisfaction strategy for many companies. The key to a successful social media strategy lies in providing customer support through all available channels. Offering top-notch customer service can set you apart from competitors and make it a preferred choice for customers.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

JustCall

MARCH 31, 2021

JustCall and the team have been working hard to bring customer happiness satisfaction with new changes and improvements. And we are happy to share here, all that we achieved because of the love and support from our customers! An update that provides sales and service reps with tangible call insights as never before.

call center software 52

call center software APIs Call Center Coaching 52

JivoChat

JUNE 13, 2023

You can use that to tell the story of how your brand was created and allow customers to know more about the company they are going to buy from. This is an opportunity to humanize your brand, highlight the values behind your business and engage with customers. If so, post news about them on your social media channels.

Accountability 75

Accountability Marketing Sales Personalization 75

aircall

SEPTEMBER 7, 2022

Using call management software is an easy way to streamline efficiencies in your business and elevate the customer experience. By relying on a business call management system to facilitate call routing, tracking, analysis, and processing, employees can spend more time focusing on the customer. Processing & analysis.

Interactive Voice Response 62

Interactive Voice Response Management Call Center CRM 62