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.

Multichannel 76

Multichannel Customer Service Banking Self service 76

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.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Avaya

NOVEMBER 8, 2017

After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. But what exactly constitutes “multichannel?”

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Poor self-service options or alternative support channels. If your self-service options are not helpful or easy to use, people simply won’t use them. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

DECEMBER 11, 2015

By contrast American shoppers are aiming to spend £250 ($382) according to the survey. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

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