Beyond Philosophy

AUGUST 12, 2021

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. Attractiveness is one of the most significant examples of the Halo Effect.

Consulting 222

Consulting Consulting Management Customer Experience 222

Nicereply

AUGUST 5, 2021

In this post, we explore one of the best features we introduced last week in our Rating Feed BETA release – Rating Tags. We probably don’t need to explain how the tags work in social media or other digital platforms. Let’s have a closer look at Nicereply rating tags feature. Are tags really so useful to me?

Feedback 98

Feedback Surveys Accountability Management 98

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Preparing for future customer service challenges. 9 reasons to embrace messaging for customer service. Published on: November 26, 2021.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

Eptica

MARCH 5, 2021

Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. How can contact centres transform successfully?

Analytics 104

Analytics Marketing Customer Service Management 104

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision. Published on: October 22, 2021.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Beyond Philosophy

FEBRUARY 22, 2018

For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? Poor Communication Leads to Unhappy Customers.

Consulting 328

Consulting Consulting Customer Experience 328

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Share this page on: Tweet.

Customer Service 114

Customer Service Marketing 114

Eptica

JANUARY 15, 2021

Author: Pauline Ashenden - Demand Generation Manager The ongoing pandemic makes it difficult to predict the near-future. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. Share this page on: Tweet.

Marketing 72

Marketing Customer Service Management 72

Eptica

SEPTEMBER 10, 2020

Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future. Published on: September 09, 2020.

Quality management 74

Quality management Analytics Technology Marketing 74

Eptica

MARCH 20, 2020

To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future. Keep Your Customers Amazed. Published on: March 20, 2020.

Best practices 72

Best practices Self service Marketing Technology 72

Beyond Philosophy

OCTOBER 8, 2014

In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. It was like PayPal was a little brother tagging along the bigger one. It was like PayPal was a little brother tagging along the bigger one.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

AWS Machine Learning

OCTOBER 26, 2023

Amazon Kendra is an intelligent search service powered by machine learning (ML). One of the key requirements for many customers using Drupal is the ability to easily and securely find accurate information across all the documents in the data source. Drupal is a content management software. Choose Next.

APIs 98

APIs Accountability Engineering Enterprise 98

Beyond Philosophy

OCTOBER 8, 2014

In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. It was like PayPal was a little brother tagging along the bigger one. It was like PayPal was a little brother tagging along the bigger one.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. It was like PayPal was a little brother tagging along the bigger one. It was like PayPal was a little brother tagging along the bigger one.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Nicereply

OCTOBER 6, 2020

When you’ve got a ton of tickets coming into the queue, your team needs to take vacations, and you have customer insights that you need to follow up on, it may feel overwhelming to take time out of your day to figure out how the future looks. How can you think about the future when you still need to get through the here and now?

Engineering 59

Engineering Customer Support Metrics Personalization 59

Nicereply

MAY 21, 2020

Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years. One of the ways to do that is to make sure you’re getting as much customer feedback as possible, to help you guide your customer experience decisions.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self service 74

Self service Best practices Morale Banking 74

ProProfs Blog

DECEMBER 12, 2019

Are you unable to cater to the customers’ needs and their grievances? Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers. A help desk functions as a multi-dimensional resource aimed to reduce the downtime of a company’s services. Inform Your Customers.

Wait times 143

Wait times Metrics Self service Feedback 143

Nicereply

JANUARY 30, 2023

If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again. Honestly, it would be better for them, and better for you.

Metrics 98

Metrics Finance APIs Customer Support 98

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

AWS Machine Learning

MAY 25, 2023

We use a combination of different AWS services, open-source foundation models ( FLAN-T5 XXL for text generation and GPT-j-6B for embeddings) and packages such as LangChain for interfacing with all the components and Streamlit for building the bot frontend. Ingesting document embeddings into Amazon OpenSearch Service.

APIs 77

APIs Enterprise Accountability Chatbots 77

AWS Machine Learning

MAY 18, 2023

Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Configure optional encryption settings and tags. Enter optional tags. Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides.

Engineering 76

Engineering Management Enterprise Best practices 76

aircall

DECEMBER 15, 2017

For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. For example, maybe you notice customers are less likely to call during standard business hours.

Analytics 90

Analytics Morale Metrics Call Center 90

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. At times like this, the experience and service brands provide is vita l. Published on: April 15, 2020. Look at tools that can help you do three things: 1.

Surveys 95

Surveys Best practices Analytics Feedback 95

Eptica

MAY 8, 2019

However, it is important to look behind the headlines in order to understand its real impact, what it involves and how it can be deployed across a range of industries, including customer experience. Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019.

Chatbots 55

Chatbots Best practices Engineering Education 55

ViiBE Blog

FEBRUARY 9, 2021

Sectors with high turnover rates such as the field service industry are currently haemorrhaging knowledge and thus capital without robust solutions. What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. What is the purpose of knowledge management?

Management 52

Management Construction Best practices Call Center 52

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October. Published on: August 29, 2019. Eptica’s own research highlights the importance of trust.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Let’s dive deeper.

Management 52

Management B2B Technology Marketing 52

aircall

JANUARY 24, 2022

Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. Businesses typically rise to the top when they offer the types of products and services that people want. But, it only begins there.

Call Center 126

Call Center Best practices call center software CRM 126

AWS Machine Learning

MAY 5, 2023

Amazon Kendra is an intelligent search service powered by ML, and Amazon Rekognition is an ML service that can identify objects, people, text, scenes, and activities from images or videos. However, generic search queries would span a wide range of services and across different content creation dates.

Engineering 101

Engineering APIs Scripts Enterprise 101

ViiBE Blog

JUNE 3, 2021

Field service managers rely on these systems to keep tabs on current operations and plan out future ones. As field service becomes more remote, priorities are changing. Customer-service facing use cases differ in needs from remote virtual inspection or quality control. Where is the software being used?

CRM 52

CRM First call resolution Call Center Metrics 52

Eptica

JANUARY 16, 2019

At the same time social media and review sites provide access to more and more information about companies, their products and service levels at the tap of a smartphone screen. This was even higher in some sectors – a $30 billion retailer could lose $4 billion in future revenues due to trust issues.

Marketing 71

Marketing Metrics Service level Accountability 71

Eptica

JUNE 16, 2020

Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak. Many consumers have gone online for the first time or are doing more on the web, leading to a rise in customer service queries across many sectors.

Best practices 63

Best practices Technology Management Marketing 63

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. How can this be fixed?

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82