Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

MARCH 31, 2016

Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Customer Service 49

Customer Service Self service CRM Analytics 49

Enghouse Interactive

JULY 16, 2018

Digital Banking Success Begins with Customer Experience. Since 2015, the number of consumers who visited a branch once per month has dropped 20%. Some customers have hesitations for adopting digital banking despite the obvious benefits to both the consumer and the financial institution.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

OCTOBER 25, 2017

When there is a tough issue to discuss, or an urgent matter, or when self-service options have led to a dead-end, we want to talk to another human to cut through it all. Be wary of surveys that ask consumers “have you tried…?” Dimension Data reports that “Phone volumes have dropped by 17% since 2015”. or “do you ever…?”

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Along with the four write-ins, thirty-seven unique goals were identified in the survey results. Improve self-service (50.4

Contact Center 48

Contact Center Customer retention Analytics Self service 48

JivoChat

JULY 20, 2021

While customer service is evolving rapidly, many businesses cannot provide the seamless omnichannel experience their customers want. The good news is, you can use JivoChat to offer the customer experience people expect and deserve. Enable Customers to Self-Service.

Customer retention 52

Customer retention Gamification Education Self service 52

Vonage

MARCH 26, 2018

Emotive customer experience recognises that our decisions are driven by deep seated motivations: the things that really matter to us in terms of identity and personal fulfilment. Tap into these and customers become more valuable in every respect: from advocacy to lifetime spend. The components of customer experience.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

Eptica

AUGUST 5, 2016

Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

Fonolo

FEBRUARY 13, 2018

First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. 2) Data (Via Surveys) About the Growing Consumer Preference for Chat. between 2015 and 2016.” [ source via here ].

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. Self-Service Tools – Good for Everyone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Provide Support

OCTOBER 7, 2015

It appears that the customer service sun is starting to rise and shine to both customers and companies around the world. The recent stats from 2015 U.S. There are a few studies which confirmed that most customers don’t like being on hold for more than one minute and rather prefer a call-back.

Customer Service 86

Customer Service Self service First call resolution Feedback 86

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

LiveChat

SEPTEMBER 27, 2016

There are many customers who prefer this kind of payment method. Provide a self–service option. During holiday season, not only your website traffic raises but customer inquiries as well. Before customers decide to buy, they have questions related to the products, payment or shipping.

Sales 73

Sales Advertising Marketing Self service 73

Netomi

MARCH 27, 2022

This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. That’s why customer experience and support professionals hyper-focus on customer satisfaction score (CSAT). CSAT is often measured by completing customer satisfaction surveys.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Taylor Reach Group

JUNE 11, 2018

Multi-channel and Omnichannel: 92% of organizations that view customer experience as a differentiator offer multiple contact channels (Ameyo). Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). Web and mobile self-service interactions overtake all other channels.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Comm100

AUGUST 23, 2018

Starbucks’ mobile app has other interesting features that further improve the customer experience, including digital tipping, Shake to Pay, and a rewards system that incentivizes purchases by offering free food and drinks. The app even tells customers the songs playing in-store and lets them save the music to a playlist on Spotify.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Comm100

NOVEMBER 13, 2022

With our introduction to chatbots out of the way, let’s look to the benefits of chatbots in customer service. Thanks to the directness of modern technologies, today’s customers increasingly expect an immediate response from support. Improves customer experience. Provides a self-service option.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Your customers want to help themselves.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

COPC

MAY 16, 2018

Instead, many customer experience teams make strategic decisions based on generalizations and assumptions while all too often latching on to the latest customer experience trend. This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. self-service. connected customer journeys with 9 channels in most contact centers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? 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. Consistency and multichannel service was also poor.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

APRIL 29, 2016

In order to enable these meaningful conversations , insurers need to focus on delivering what customers want, efficiently, across a growing number of channels. To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. By contrast American shoppers are aiming to spend £250 ($382) according to the survey. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Natalie Petouhof

DECEMBER 1, 2015

Their focus has been on transforming their CRM offerings to leverage the full power of Microsoft – harnessing the strength of the intelligent cloud to help companies deliver amazing customer experiences across the breadth of sales, service, marketing and social engagements.

CRM 56

CRM Analytics Sales Self service 56

Help Scout

NOVEMBER 13, 2018

In 2015, we arrived at the somewhat reluctant conclusion that it may be time for Help Scout to explore “doing sales.”. For a business that prides itself on being customer-first and product driven, the concept of sales — even sales as a service — was fraught. A poor customer experience is filled with multiple handoffs.

Sales 44

Sales Accountability Self service Consulting 44

CSM Magazine

MARCH 7, 2016

Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. This year saw a major growth in those advertising chat (up from 26% to 44%), though just 16% had it available when surveyed.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Comm100

JUNE 13, 2018

A difficult shopping experience during the holiday season can leave customers with a bad taste in their mouth – and businesses with a bad rap. Put the customer experience at the forefront of your priorities, and make purchasing a breeze by removing any friction from the buying experience. Organize Your Inventory.

Self service 52

Self service Chatbots Advertising Sales 52

Comm100

NOVEMBER 13, 2022

This term is often used synonymously with omnichannel customer service, but it can also refer to a greater focus on engaging with customers at all stages of the buyer journey, rather than just providing customer support post-purchase. Now that we’ve answered the question “what is omnichannel customer service?”

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

Verint

MARCH 22, 2018

These provocative trends are what drive a lot of our thinking here at Verint, as we’re eager to learn if the future trends in these studies align with our experience, and that of our customers, too. Our partner was Opinium Research LLP, titled “Defining the Human Age: A Reflection on Customer Service in 2030.”.

Self service 38

Self service Chatbots Personalization Customer Service 38

Beyond Philosophy

OCTOBER 15, 2015

consumers said they have stopped doing business with companies that blow it with Customer service. According to the 2015 U.K. State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. They evoke the wrong Customer emotions during the experience.

Customer Service 379

Customer Service Multichannel Self service CRM 379

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116