Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. retailers – against just 58% in the UK.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

NOVEMBER 4, 2015

retail customer service? Author: Robin Tandon As we approach the holiday shopping season , retailers are getting ready for their busiest time of the year. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

Eptica

OCTOBER 14, 2016

Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6% In the UK, retailers will be looking to bounce back from a disappointing 2015 festive season where heavy discounting hit margins in many parts of the sector. Published on: October 14, 2016.

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

Eptica

OCTOBER 26, 2015

Retailers have therefore spent the past months ensuring that everything is in place for the festive period. As part of this work, retailers will have focused on the customer experience they provide , whether instore, online or on the telephone. Are there sufficient resources in place to answer the expected volume of queries?

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

JivoChat

SEPTEMBER 14, 2021

Many people dream of having their own company or store and a free e-commerce platform can be the initial push you need. Creating an online store is an incredible possibility not only for those who are at the beginning of a new business but also for those who want to expand their commerce revenue. E-commerce for WordPress.

Banking 52

Banking Sales Marketing Accountability 52

JivoChat

AUGUST 23, 2021

Using the platform, retailers can set up online stores or physical store locations via a point-of-sale (POS) app and accompanying hardware. Shopify bills itself as a commerce platform, meaning it provides all-in-one features for retailers who want a one-stop shop for their website or store. and 23.4%, respectively.

Enterprise 52

Enterprise Sales B2B B2C 52

Eptica

NOVEMBER 18, 2015

Author: Steve Nattress In an era where social media, self-service and chat are being increasingly used for customer service , it is easy for organisations to overlook email or to not provide the channel with sufficient resources. Take a retailer that receives an average of 100 emails a day. At £2.67 Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

ShepHyken

MARCH 5, 2023

Each week, I read many customer service and customer experience articles from various resources. In this post, we’ll cover what CLV is and why it’s crucial to e-commerce success. The author breaks these metrics into four categories. Here are my top five picks from last week. That’s a rhetorical question.

Customer Service 33

Customer Service Metrics Healthcare Upselling 33

JustCall

JANUARY 18, 2023

The process of total optimization can be achieved by combining the three categories: . Retail and e-commerce. They can reassign their internal resources so that more critical functions are prioritized. . Human Resource Services. BPOs can put these services together to work together instead of on their own.

Call Center 52

Call Center Business Process Outsourcing outsourcing Telemarketing 52

Eptica

DECEMBER 11, 2015

Author: Derek Lewis As every retailer knows, a good Christmas can make the difference between success and failure. To find out how retailers are faring, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers in both the UK and the US. Published on: December 11, 2015.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. Published on: March 18, 2016.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

JANUARY 27, 2016

The 2015 Eptica Retail Customer Experience Study found that just 20% of 500 midsize American retailers successfully answered a question tweeted directly , despite 87% offering Twitter as a channel. Go where your customers are Many brands worry about where to dedicate their social media resources, given the multiple networks out there.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

Eptica

OCTOBER 31, 2018

Citizens expect the same level of innovation, high-quality experience and range of channels when engaging with a local council as interacting with an e-commerce retailer. For example, half of UK citizens see digital services as ‘very important’ to their daily lives , while a quarter use them wherever possible.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

DECEMBER 4, 2015

How good is retail customer service? Author: Pauline Ashenden With so much money spent at this time of year, the Holiday period is crucial for retailers. To see how retailers are coping with these pressures, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

C Space

MAY 12, 2020

PepsiCo has launched two e-commerce websites that provide direct-to-consumer options for its dozens of packaged goods brands, such as Frito-Lay, Quaker, Muscle Milk, Gatorade, Hilo Life and more. In the last 12 months, the business has sourced £300 million of used cars to retailers.

Real estate 52

Real estate Transportation Marketing Education 52

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Retailers are multichannel, but not consistent So, how good are U.S. retailers in particular at being consistent and multichannel? These results point to retailers taking a channel-by-channel approach to answering queries.

Multichannel 49

Multichannel Customer Service Automotive Finance 49

Global Response

SEPTEMBER 11, 2023

Since call centers are a broad category, there are a wide variety of use cases. Pros of Using an Outsourced Call Center Regardless of your use case for an outsourced call center, many of the common benefits remain the same: increased cost-effectiveness, more specialized resources, scalability, flexibility and more.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Eptica

DECEMBER 16, 2015

Give good service to all At a time when resources are tight, it can be tempting to reduce the priority on certain channels and focus agents on others. This helps increase efficiency while building stronger relationships with consumers, driving greater loyalty. Share this page on: Tweet.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

Eptica

APRIL 26, 2016

Clearly greater resources are needed on both sides of the channel to meet customer needs on the email channel. No French electronics retailers replied to email, yet 90% of their counterparts in the UK did. Response times varied from 2 minutes in both countries to 4 days (France) and 5 days (UK). Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Branch Mesenger

JUNE 29, 2018

Here is a look at the top headlines we've curated this week about the world of retail, technology and work: ?? What landmark court decision means for retail? ?? Acquiring top talent for retailers is a difficult proposition, especially as the unemployment rate remains at 3.8 What Landmark Court Decision Means For Retail? |

Healthcare 48

Healthcare Sales Education Entertainment 48

JivoChat

JANUARY 17, 2021

Unlike e-commerce brands and brick-and-mortar retailers, contractors don’t make their money from loyal repeat customers. Again, users claim their business listing, add business details, upload images, optimize for target keywords, and input business category information. Select the right category.

Construction 52

Construction Sales Feedback Engineering 52

REVE Chat Blog

DECEMBER 5, 2019

And e-commerce businesses have grabbed a fair share of the pie. Startups or small online businesses generally lack resources. H&M is a global fashion company shows a perfect example of e-commerce chatbot. It helps users to find products used in the tutorials and suggest top-rated products in any category.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

JivoChat

FEBRUARY 5, 2023

eCommerce fulfillment centers are equipped to handle online retailers’ ordering, processing, and shipping orders. They provide several key benefits, such as streamlining order processing, freeing internal resources, and providing superior customer service experiences.

CRM 75

CRM Transportation Accountability outsourcing 75

Maru Group

APRIL 8, 2020

Grocery stores remain open and have become increasingly vital resources for communities across the nation. Among these were Trader Joe’s and Wegmans, two grocery chains that led the supermarket category in the 2019 American Customer Satisfaction Index (ACSI) report, touted as being leaders in providing “strong and friendly customer service”.

Healthcare 52

Healthcare Personalization Customer Experience Customer Service 52

Global Response

FEBRUARY 13, 2022

Call centers are a staple customer service resource for businesses large and small—and demand is growing. When a customer picks up the phone to contact your business with a problem or a question, there will be someone on the other end to speak for your brand, provide solutions and give them the resources they need. An In-Depth Look.

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

C Space

MAY 29, 2020

Restaurant booking apps like Resy, OpenTable and Tock have begun to extend their appointment-making services to retailers as they prepare to reopen. Therefore, booking platforms have been encouraging retailers, such as markets and grocery stores, to sign to help ease traffic and encourage customer visits. Consumers now visit grocers 3.5

Healthcare 40

Healthcare Sales Marketing Advertising 40

The Center for Client Retention

NOVEMBER 11, 2019

Retail stock prices forecast the future. In 2019, global trade tensions, economic uncertainty and the growing dominance of Amazon and a handful of other e-commerce giants shrunk the pie for most of us. Retail executives need to develop strategies to fight for new customers and innovate to keep the ones they have.

Technology 9

Technology Marketing Personalization Sales 9

Comm100

SEPTEMBER 22, 2016

For this reason, we’ve compiled a list of 30 excellent customer service related books, separated by comprehensive categories so you can find exactly what you need in record time. The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” Loyalty 3.0:

Customer Service 70

Customer Service Gamification Consulting Consulting 70

JivoChat

JUNE 1, 2021

In the following section, we have broken down touchpoints into three categories: pre-purchase, during the purchase, and post-purchase. You can use this strategy in different ways, such as on your e-commerce store or through email marketing, which offers yet more touchpoints to connect with and influence prospects.

CRM 52

CRM Advertising Chatbots Surveys 52

Netomi

FEBRUARY 28, 2022

Laura was recognized by NYC Fintech Women in the Inspiring FinTech Females 2020 list, in the ‘Product Builders’ Category for her work with HSBC and SoftBank’s humanoid robot, Pepper. I believe in 2022, we are going to continue to be taxed to do more with less, which will cause us all to have to utilize our resources more innovatively.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64