Benchmark Industry Multichannel Self service 
COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? It is essential to rely on current data when making design decisions about IVR, chatbots and service journeys.
Eptica
SEPTEMBER 21, 2016
Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. So existing insurers need to benchmark themselves against these new competitors if they want to thrive.
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Eptica
JULY 22, 2020
We live in a multichannel world and consumers want the ability to make contact on an expanding range of channels. Deflecting these towards channels such as self-service delivers multiple benefits – customers receive faster, accurate answers, while agents have more time to respond to more in-depth, personalised queries.
COPC
APRIL 13, 2022
It is advantageous for organizations to avoid forcing customers into various channels through either issue complexity or poor service design. Self-Service Technology vs. Human-Assisted Channels. When customers decide to use the self-service option, they expect a resolution.
Eptica
APRIL 18, 2018
All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Overall, the study found that the performance of the travel industry across major channels declined , successfully answering just 36% of questions across the web, email and social media.
Eptica
MARCH 14, 2018
In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. To download the full Eptica Multichannel Customer Experience Study, click here.
COPC
JUNE 20, 2019
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. The Future of Chatbots. The COPC Inc.
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