Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. We asked guest author and millennial Chloe Hacquard for her perspective.

Customer Service 51

Customer Service Multichannel Self service Personalization 51

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Published on: February 05, 2016. Here are five areas for focus on: 1.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

SharpenCX

SEPTEMBER 10, 2020

But the reality is, even if you think you’re nailing your customer experience, most customers don’t agree. We all have work to do to meet customers’ high expectations. How to fix it: Operate in an omnichannel headspace to provide better service to your customers, no matter how or when they reach out. What’s more?

Contact Center 67

Contact Center Entertainment Self service Coaching 67

Eptica

JANUARY 12, 2017

Four lessons from the Forrester CX Index Forrester’s 2016 US Customer Experience Index provided an in-depth update on the state of CX across multiple sectors. Based on analysis of the research we see four key trends for CX and customer service professionals to focus on moving into 2017. Read the full findings here.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

delighted

SEPTEMBER 21, 2023

After all, nothing convinces new customers more than genuine evidence that others adore your business. Social media testimonials Ask customers to leave feedback on your social platforms after they’ve purchased a product or service. They can tag you, use a unique hashtag, or leave it directly on your page.

Surveys 86

Surveys Best practices Feedback Marketing 86

Eptica

NOVEMBER 9, 2016

Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

CSM Magazine

MARCH 31, 2020

The first is that customer service leaders feel pressured by their C-level teams to acquire this burgeoning technology, which they assume is a kind of “off-the-shelf” “plug-and-play” solution. For many businesses, a chatbot can be a way to add the same intelligence to their customer service offering. It’s not.). Which it needn’t be.).

Chatbots 72

Chatbots Contact Center Banking Accountability 72

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Bill Quiseng

MARCH 7, 2016

Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

Customer Service 123

Customer Service B2C Accountability Consulting 123

Eptica

DECEMBER 16, 2015

Many companies spend a lot of time on demographically profiling their customers , but mixing the generations in the same household blurs the lines between the expectations of different age groups. This means ensuring that you can provide the service that each group requires, tailored to their expectations. Share this page on: Tweet.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

Eptica

JULY 19, 2017

For example, Thai customers value courteous, informed staff much more than South Korean or Malaysian consumers, while 63% of Chinese respondents in a survey by The Economist Intelligence Unit (EIU) said they’d immediately switch brands if they received poor service, compared to under 25% in India. Demographics also plays its part.

Customer Service 54

Customer Service Self service Banking Customer centricity 54

8x8

OCTOBER 25, 2017

Both of which delay and damage customer outcomes. The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. The result is high agent turnover rates and poor customer experience.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

SharpenCX

MARCH 5, 2020

Meet your customers where they are. Those ever-changing customer demands come with an evolving set of ways to reach out for help. Nowadays, you can get service requests by phone, or by a tweet tagged with your company’s Twitter handle. Plus, you’ll have actionable insights to optimize your customer journey.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Eptica

FEBRUARY 9, 2016

For that reason, agents answering email need to be empowered through access to the right information and also to the business systems required to check customer-specific details in order to provide a personalized response. That way they can deliver fast, accurate answers that enhance the customer experience.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

JivoChat

APRIL 8, 2021

Contrary to what many may believe, business is no longer about products or driving profit—it’s about customer engagement. 81% of marketers expect to compete almost entirely based on the customer experience. Customer engagement tools are the key to a profitable customer experience. Key features: Tag members.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

SharpenCX

OCTOBER 3, 2019

The good news, though, is credit unions are traditionally known for providing a more personal and flexible customer experience than retail and commercial banks. In fact, according to the 2018 Temkin Experience Ratings , credit unions came out on top for customer experience in the financial services industry.

Banking 64

Banking Contact center software Big data Technology 64

Comm100

OCTOBER 17, 2017

Instead of scouring a website for a company’s contact info, or spending minutes filling out a survey, customers can tell companies what they think within seconds, as easily as tagging them in a status, tweet, or post. Engage with Millennials. One company that has mastered social media engagement with millennials is Taco Bell.

Customer Service 49

Customer Service Customer Care Feedback Surveys 49

Eptica

JUNE 1, 2016

Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

JivoChat

JUNE 29, 2023

Defining Your Target Audience Defining your target audience is essential regardless of who your customers are or whether you’re selling cutting-edge tech gadgets or artisanal handcrafted goods. But how can you determine who your customers are and understand them better? Who are they?

Analytics 88

Analytics Chatbots Feedback Surveys 88

SharpenCX

OCTOBER 3, 2019

The good news, though, is credit unions are traditionally known for providing a more personal and flexible customer experience than retail and commercial banks. In fact, according to the 2018 Temkin Experience Ratings , credit unions came out on top for customer experience in the financial services industry.

Banking 52

Banking Contact center software Big data Technology 52

JivoChat

APRIL 13, 2021

While some fears of chatbots stealing jobs persist, the reality is that customers now prefer the convenience of support automation, and businesses are profiting in many ways. Read on to learn more about the various ways that automating customer service can benefit your business. Tag support tickets. Minimizes customer friction.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

JivoChat

JUNE 7, 2021

Customer interaction is a crucial part of each step on the customer journey and is pivotal to your brand’s position in the marketplace. Customer interaction is significant to the customer experience because it is an ongoing process that can strengthen relationships. Why Customer Interaction Software is Important.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

Solvvy

SEPTEMBER 17, 2022

The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A Customer Service Knowledge Base is Vital for Good Customer Experiences. Making information easy to find and understand will enhance customer satisfaction in several ways.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. A positive customer experience makes way for more loyal customers, and more dollars spent.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Branch Mesenger

FEBRUARY 2, 2018

I feel like they really know their customer really well, and they're just trying to put them in a situation that they feel comfortable to purchase without the you know, sales associate coming up and saying, "You should buy this. " I think that I mean, that really speaks to the millennial generation. You know, buy that."

Real estate 67

Real estate Marketing Technology Personalization 67