Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.
Eptica
SEPTEMBER 10, 2015
Apple has realized this, with a clear focus on service, particularly within Apple Stores , which provide a high quality experience, helpful staff and a focus on ensuring that customers get the best from their technology. Accuracy increased, with 40% of companies now providing a successful answer, compared to 30% in 2014.
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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. This shift to a mobile first world has a big impact on the customer experience and customer service. Share this page on: Tweet.
Eptica
OCTOBER 6, 2015
In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Here are six areas to focus on: 1.
Eptica
JANUARY 8, 2016
So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. Share this page on: Tweet.
Eptica
JANUARY 6, 2016
Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. In today’s multichannel world, consumers have a wide choice of ways to make contact with a company and they expect excellent service across every one of them. To find out more click here. Share this page on: Tweet.
Avaya
NOVEMBER 8, 2017
So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. And for not-so-complex processes, they’re advancing with highly-secure self-service solutions (like video kiosks). Multichannel is vital for interacting within a range of industries, especially banking.
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