Eptica

JANUARY 15, 2020

Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Published on: January 15, 2020. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Revation Systems

JANUARY 3, 2018

A recent Global State of Multichannel Customer Service Report issued by Microsoft states that 60 percent of consumers have higher expectations for customer service now than they did just one year ago. As reported by ICMI , 86 percent of contact centers now offer multichannel support. Chat to De-throne Voice Interactions.

Call Center 48

Call Center Multichannel Virtual Agent Contact Center 48

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Multichannel is vital for interacting within a range of industries, especially banking. But what exactly constitutes “multichannel?” Make the Branch the Core of Your Omnichannel Experience.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

delighted

MAY 20, 2022

Startups worldwide use Delighted to stand up multichannel NPS , Product/Market Fit , and CSAT feedback programs in minutes. Elston also founded Yobongo, which was acquired in 2011, and was the former Vice President of Products for Justin.tv. Delighted is one of the fastest and easiest ways to collect and act on customer feedback.

Customer Experience 90

Customer Experience Multichannel Feedback Marketing 90

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. Founded: 2011. Find out more. Commonly supported channels.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40