Eptica

NOVEMBER 16, 2017

In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. The masterclass explores how to redesign your customer services to suit both customer and business needs given this ever increasing set of choices.

Benchmark 55

Benchmark Multichannel Best practices Government 55

ShepHyken

APRIL 7, 2023

This could be something as simple as frequently forgetting passwords or something more serious like needing help to trace a purchase or needing a necessary feature on the platform they’re using. A customer pain point is a distinct issue that your customers or prospects encounter during contact with you at various touchpoints.

Advertising 120

Advertising SaaS Wait times Multichannel 120

JustCall

MARCH 9, 2023

Inbound Contact Center An inbound contact center only manages incoming customer calls. This essentially means that businesses cannot use such types of contact center solutions to proactively place any calls to customers, whether for marketing or advertising.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Eptica

NOVEMBER 1, 2017

But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Your customers will expect nothing less. Click here to register for the webinar.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

LiveChat

MARCH 15, 2017

Know your market: validation & benchmarking. Go multichannel. Customer experience first: connecting & serving. The best ecommerce brands operate with a ‘customer’s first’ brand culture. Don’t go into ecommerce if you aren’t into customer service. Market research – do you know the golden rules?

Multichannel 28

Multichannel Engineering Marketing Benchmark 28

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. There are other implications to this new customer service trend. AI and Human Customer Service Will Be More Integrated Than Ever.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 5, 2018

What Customer Engagement Software Tools Are There? Self Service Software. Multichannel and Omnichannel Software. Exploring A Broad Term: What Is Customer Engagement Software? It’s important to note that not every piece of customer engagement software does the same thing. CRM Software. Live Chat Software.

CRM 49

CRM Marketing Multichannel Self service 49