Eptica

SEPTEMBER 10, 2015

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. All smartphones have geolocation built in, enabling you to offer them specific content, such as directions to your bank branch, based on where they are in the world.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. However there is a fine line between delivering this and overstepping the mark and being too informal , particularly in industries such as banking or government. Share this page on: Tweet.

Customer Service 50

Customer Service Multichannel Contact Center Government 50