Eptica

MAY 6, 2020

Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. The findings clearly reveal how many banks are still struggling with becoming truly multichannel, at a time when this is becoming increasingly important.

Banking 79

Banking Customer Service Multichannel Best practices 79

Hodusoft

JANUARY 17, 2024

Multichannel Integration The question may arise “Is multichannel integration necessary?” In that, they get several self-service and various other options. Let’s take the example of the last three years. Remote Accessibility Before the end of 2019 and the start of 2020, remote working was an exception to the norm.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Answer Dash

JULY 30, 2019

As mentioned in a study by Hubspot , 89% of customer service professionals agree that customers are more likely than ever to share the good or bad experience they had with businesses. They simply haven’t adapted yet to this new multichannel environment that is growing fast. com, getapp.com, softwaresuggest.com or saashub.com.

Sales 70

Sales Customer Service Multichannel Customer retention 70

OctopusTech

SEPTEMBER 9, 2023

As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023. It helps them to focus on sales, marketing, product and service development, and other business operations. For example – Customers may initiate their conversation in the live chat but they have to share all of it again in the phone call.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Eptica

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. For example, how formal/informal do you want to be? Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

JivoChat

APRIL 13, 2021

billion in 2019. A HubSpot report revealed that 90% of buyers consider instantaneous replies important or very important when they have a customer service request. The desire for instant or near-instant customer service is on the rise and not going away soon. Enables self-service. Source: SuperOffice.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. For example, Whole Foods’ Chatbot on Facebook Messenger helps visitors find recipes.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40