Eptica

FEBRUARY 20, 2018

Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. 44% of consumers surveyed by Eptica wanted their Facebook query answered in 30 minutes , yet real-world testing found that the average response time from UK brands was 3 hours 25 minutes.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Customer surveys and focus groups, however, provide information about YOUR customers and provide an opportunity for a more detailed drill down of customer wants and expectations. Customer Surveys.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

JivoChat

APRIL 19, 2021

Multichannel ecommerce can help you boost sales, make your services more visible, and drive customer loyalty. In this post, we’ll tell you how to get started with a multichannel ecommerce strategy. Multichannel selling is an investment, but when executed well, it can significantly improve profit margins. of all retail sales.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Source: Multichannel Merchant.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point. In marketing realms, it means putting a message anywhere a customer might be looking, listening, etc. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. ” Marketing Interactive. Zappos (@zappos) January 3, 2017.

Omni-channel support 38

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

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Consistently survey your customers after important milestones, like a purchase or onboarding.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat. Share this page on: Tweet.

Multichannel 80

Multichannel Banking Self service Surveys 80

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. Achieving this transformation is not easy – particularly given that competition is constantly pushing the bar higher, whatever market you operate in.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. By Steve Offsey.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . But guess what?

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Some of these tools have millions of loyal users; others are newcomers or vertical market players. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Powerful Email Marketing Automation Tool.

CRM 42

CRM Enterprise SaaS Marketing 42