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.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

CSM Magazine

FEBRUARY 21, 2022

Using an omnichannel approach helps eliminate gaps in customer service and enhances the quality of the service offered. In addition, unlike traditional or multichannel experience, it ensures higher customer satisfaction. Therefore, it is regarded as the new prescribed benchmark for a premier customer experience.

Multichannel 52

Multichannel Self service Chatbots Customer retention 52

NICE inContact

NOVEMBER 12, 2019

How is omnichannel customer service different from (or: better than?) multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. The key benefits of omnichannel customer service.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

Eptica

FEBRUARY 2, 2016

However, the transition to this new model isn’t easy, as the findings of the latest Dimension Data Global Contact Center Benchmarking research report indicate. We live in a multichannel world with increasingly demanding customers across more and more channels. Share this page on: Tweet.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Eptica

MAY 17, 2017

Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit. We caught up with her at the event to find out more about how the company provides its millions of global customers with a seamless, multichannel experience.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

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.

Self service 52

Self service Benchmark Contact Center Technology 52

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.

Banking 49

Banking Customer Experience Multichannel Government 49

Comm100

FEBRUARY 5, 2018

Self Service Software. Multichannel and Omnichannel Software. These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more. Self Service Software. CRM Software. Live Chat Software.

CRM 48

CRM Marketing Multichannel Self service 48

Avaya

DECEMBER 1, 2016

Integrate Multichannel Customer Contact into Your Strategy. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy. Drive an Efficient Experience with Skills-Based Routing. Drive More Efficiency by Letting Customers Serve Themselves.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

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. But is it as simple as that? Our Research. The Future of Chatbots.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Use web self-service , chatbots and other AI-based technologies to automate basic interactions. Empower agents so they can handle complex queries and provide empathy and personal service where required.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

MAY 11, 2016

For example, use a single, self-learning knowledge base to deliver information and answers on the web and to agents answering the phone, email, and on social media. Deflect as many basic questions online through web self-service, avoiding the need for customers to make contact when they simply want a fast, routine answer.

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

Comm100

FEBRUARY 13, 2018

What Does this Mean for Multichannel Efforts? One of the most significant ways that companies can remove obstacles and provide smooth experiences is through providing service to customers on the channel of their choice. For example, a common trend is the creation of Knowledge Bases (KBs) and self-service portals.

Multichannel 41

Multichannel Benchmark Journey mapping Call Center 41

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Eptica

AUGUST 3, 2018

Crossed wires for multichannel service Digging deeper, one highlight was that telcos have improved hugely when it comes to providing answers via their websites. Commit to continually i mprove by benchmarking against acknowledged CX leaders, whatever their industry. So how can telecoms respond to changing consumer needs?

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

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

JustCall

FEBRUARY 13, 2023

Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents. 5 Capterra– 4.1/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service?

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

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. Free Download] Live Chat Benchmark Report 2018. Check out our annual benchmark report.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. Free Download] Live Chat Benchmark Report 2018.

CRM 41

CRM Enterprise SaaS Marketing 41

ShepHyken

APRIL 7, 2023

They are constantly searching for affordable options that give them more services for their money. To provide a service that is both affordably priced and meets the customer’s needs, customer support teams and account managers should be aware of those needs and benchmarks set by competitors and budgets.

Advertising 120

Advertising SaaS Wait times Multichannel 120