Eptica

JUNE 10, 2022

Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Share this page on: Tweet.

Banking 120

Banking Self service Marketing Technology 120

Eptica

NOVEMBER 19, 2021

And being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Best practices 126

Best practices Self service Metrics Customer Service 126

Zappix

APRIL 22, 2024

Embracing Digital Communication Gone are the days of waiting on hold for minutes on end or playing phone tag with healthcare providers. Empowering Patients with Self-Service Options In the age of instant gratification, patients expect the same level of convenience when it comes to managing their healthcare needs.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. As customers become more demanding, can self-service really help? This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. How self-service is evolving and how to deploy it. Tags: contact centre, Sustainability Categories: Market Trends.

Self service 93

Self service Marketing Technology Management 93

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Finding interesting blog content should be easy. You can now subscribe to the MindTouch blog from the homepage, or at the bottom of any individual post.

Real estate 48

Real estate Self service Management 48

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. Tags: Amazon, AI & Automation, Customer experience, Self service Categories: Best Practice, AI.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Eptica

NOVEMBER 1, 2020

In our latest blog we look at how breaking down silos and integrating CRM and telephony can deliver benefits in key ways, from greater efficiency and more productive agents to delivering a 360-degree view of the customer. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction.

CRM 117

CRM Customer Service Self service Management 117

Eptica

MAY 12, 2022

Our latest blog and infographic explain how the underlying reasons behind contact centre cloud adoption are changing and highlights the main steps to a successful migration. You might also be interested in these posts: How self-service is evolving and how to deploy it. How can you reduce contact centre response times?

Cloud contact 71

Cloud contact Best practices Self service Management 71

Comm100

DECEMBER 14, 2022

With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere. Merge tags can help you personalize an email beyond just first names.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self service 85

Self service Service level Marketing Customer Service 85

aircall

AUGUST 29, 2022

Improve your self-service options. In fact, 86% of customers now expect online self-service options. Plus, self-service frees up your agents’ time for more urgent and high-impact support tickets. Make sure that your self-service strategy gives customers fast and easy access to the information they need.

Call Center 118

Call Center virtual call center call center software Self service 118

Eptica

NOVEMBER 27, 2020

Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. Tags: training, empathy Categories: Best Practice. Published on: November 27, 2020. Share this page on: Tweet. Remote Working 2.0:

Self service 63

Self service Best practices Personalization Management 63

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. Read the full post here. Share this page on: Tweet. Keep Your Customers Amazed.

Best practices 72

Best practices Self service Marketing Technology 72

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Check back later in the week for further insight on customer service in the age of COVID-19. What will customer self-service look like in 2025?

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Interactions

MAY 6, 2021

Or, if there are self-service options but without proper intent recognition and understanding, customers can become extremely frustrated by not being able to actually complete tasks, or having to adapt to robotic and unnatural language. . After the fact, humans can annotate, tag, and label data to train and power AI algorithms.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Eptica

AUGUST 5, 2020

That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year. Therefore, look to increase available resources by freeing up agent time by implementing web self-service.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Mindtouch

DECEMBER 18, 2018

Which tasks along the customer journey lead them to initiate customer service interactions? Where are the obvious gaps in self-service content ? Here are some key metadata to optimize for each piece of knowledge content: Categories and tags. Image titles, alt tags, and captions. Metadata matters. Description.

Chatbots 54

Chatbots Journey mapping Self service Analytics 54

Eptica

JUNE 24, 2020

If you offer a customer self-service capability or FAQ how well does it meet your customers’ needs? Start by looking at usage stats – it may be that customers simply aren't aware that you offer self-service because it isn’t clearly signposted on your site or on other channels.

Customer Service 79

Customer Service Self service Best practices Consulting 79

ProProfs Blog

DECEMBER 12, 2019

Create a Self-Service Portal and a Service Catalog. Moreover, training can help improve the internal customer service levels as employees need not wait for an email or telephonic reply from the higher-level management or service provider to solve specific issues. Create a Self-Service Portal and a Service Catalog.

Wait times 143

Wait times Metrics Self service Feedback 143

CSM Magazine

JULY 13, 2022

Blogs and articles. Publishing articles and blogs not just helps with search engine optimization, but you can also share the information on your social media platforms. Chat bots and self-service systems are becoming more typical. That’s why you need to ensure your self-service options are of the utmost quality.

Advertising 69

Advertising Journey mapping Engineering Self service 69

Mindtouch

AUGUST 22, 2018

When customers write in about their issues, machine learning algorithms tag comments by categories (“technical”, “refunds”, or “dashboard”, for example) in real-time. This would be tagged with the categories “check out” and “bug”. Their actual CSAT score was incredibly strong, but their comments were being tagged as mixed sentiment.

Surveys 54

Surveys Feedback Self service Customer Support 54

Mindtouch

MARCH 13, 2018

And while making this content available and discoverable can help meet the growing preference for self-service support, it can also deliver other benefits—benefits that extend beyond the self-service experience. The post How Product Help Content Increases Search Visibility appeared first on MindTouch Blog.

Engineering 48

Engineering Self service Sales Management 48

Eptica

APRIL 30, 2020

When it comes to customer service, teams are obviously currently under enormous pressure , with contact centre agents working from home and many businesses rightly prioritising their most vulnerable customers. Consumers understand this, but still need access to information 24x7.

Self service 74

Self service Best practices Morale Banking 74

Nicereply

JANUARY 30, 2023

In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again. When you take a look into the tagging in your helpdesk system , you notice that most of the conversations are about three key issues. You need to hire more customer support agents.

Metrics 98

Metrics Finance APIs Customer Support 98

bold360 Blog

JUNE 17, 2019

When a company rolls out self-service capabilities , they have to be deliberate. It’s something that Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix , has found out firsthand. There are three keys to success when rolling out self-service capabilities: Keeping well-defined, narrow use cases.

Self service 40

Self service Chatbots Engineering Analytics 40

Creative Virtual

OCTOBER 6, 2022

Good day – Guten tag – Buenos días – Bonne journée – Goededag – Buona giornata – There are more than 7,000 known languages spoken in the world today. This has opened up new possibilities for delivering multilingual customer self-service. By Maria Ward, Account Manager & Knowledgebase Engineer.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Mindtouch

NOVEMBER 22, 2016

Statistics abound showing that customers far prefer self-service to contacting customer support. Because self-service can be facilitated with the content companies already have. That said, this self-service content needs to be communicated in a way that customers can understand. This is good news!

Self service 59

Self service Engineering Analytics Best practices 59

Eptica

MAY 16, 2018

AI can help reduce workloads within the customer service team, both by providing self-service through websites and chatbots , and by empowering agents with template-based answers that can then be personalized and sent to customers. Consumers want fast, accurate answers – and they aren’t willing to wait.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Mindtouch

JANUARY 31, 2018

Content is at the center of any good self-service customer experience. But it also improves the ability of novice agents to deliver a better customer service experience. Enable self-service customer service – Most people would at least prefer to solve problems on their own, even if they don’t know how.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. 77% of customers end up using a self-service support portal to get a solution to their problem faster.”. However, 12% of them fail to find the solution they need through these service portals. Don’t worry, we’ve got your back. What is First Contact Resolution?

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Eptica

AUGUST 29, 2019

Therefore, aim to deflect as many basic queries as possible through solutions such as self-service to enable consumers to find their own answers, without needing to make contact. This lightens the load on your customer service team while minimizing the time that consumers need to spend searching for information.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Mindtouch

MAY 10, 2018

The main benefits are gained in operational efficiency, self-service success, and organization learning and improvement. This includes a new Knowledge-Centered Service (KCS ® ) practice. Key to delivering actionable insights for Waters is knowledge—better yet, knowledge transfer — through self-service content.

Self service 48

Self service CRM Scripts Analytics 48

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #4: Use custom fields instead of tags.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63