aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Apple has realized this, with a clear focus on service, particularly within Apple Stores , which provide a high quality experience, helpful staff and a focus on ensuring that customers get the best from their technology.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers? Published on: October 06, 2015.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. However, the study also highlights that accuracy varies hugely between sectors and companies, ranging from 100% down to just 5%.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS). Published on: September 23, 2015.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Published on: March 18, 2016. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Verint

SEPTEMBER 13, 2017

In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise.

Self service 26

Self service Multichannel Management Enterprise 26

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Published on: February 09, 2016.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

VocalCom

MARCH 18, 2019

Email might actually be a step toward helping the customer use self-service. A study conducted by SuperOffice found that the average company takes just over 12 hours to respond to emails. However, another study by Toister Performance Solutions, Inc. Don’t waste time.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

Eptica

OCTOBER 26, 2016

Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? The Importance of multichannel Call centers have now evolved to become contact centers that handle communications across a growing number of channels.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Hodusoft

JANUARY 1, 2023

This is where call center software allows businesses to provide quick, effective, and trustworthy customer service as well as manage multiple customer communication channels such as phone, SMS, instant messaging, live chat, email, and social media. What is Call Center Software? Let’s discuss each in brief detail.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

VocalCom

JUNE 18, 2018

According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. Offer self-service options. Customers can save time if you offer them self-service options.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Talkdesk

NOVEMBER 7, 2016

This is becoming an increasingly important theme as many industries pivot to recurring revenue models and place a higher value on customer loyalty (makes sense considering it costs anywhere from 5-30x more, depending on which study you want to use, to acquire a new customer than to retain/sell to an existing customer).

Technology 40

Technology Customer Service Multichannel Self service 40

Eptica

SEPTEMBER 21, 2016

Be truly multichannel Traditionally, insurance was a paper and telephone based industry, but the pervasiveness of digital technology in daily life, has dramatically changed consumer expectations. To find out how they are currently performing, Eptica is currently studying the multichannel service offered by 100 leading US insurers.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. That makes social customer service a major, growing part of every brand’s customer experience. All of these factors demonstrate that social customer service needs to be taken seriously.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Vonage

FEBRUARY 23, 2017

Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

MARCH 26, 2020

To learn more our Channel Choice Best Practice Guide asked a demographically balanced sample of 1,000 UK consumers to rank their preferred channels across different parts of the customer journey, along with their expectations in terms of speed. Customer Service in 2020: Reflect, Refocus, Reignite. Share this page on: Tweet.

Best practices 72

Best practices Self service Multichannel Customer Service 72

VocalCom

MARCH 26, 2018

Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. The people who answer incoming calls or make outgoing calls are known as customer service representatives. How does a call center work?

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

SharpenCX

AUGUST 5, 2020

Your customers follow the path of least resistance. It’s why people flock to channels like self-service and chat when it’s easy for them. Companies with clunky, multichannel experiences still see an overwhelming amount of customers using voice over their fresh, new channels like Twitter and text.

Self service 76

Self service Multichannel Scripts Contact Center 76

Eptica

NOVEMBER 11, 2015

Having just launched the 2015 Eptica Multichannel Customer Experience Study , which evaluated 500 American retailers, we can compare the findings with UK research carried out earlier in 2015 , using the same methodology, across similar channels. For the United States, Facebook was also evaluated as a customer service channel.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

TeamSupport

JANUARY 30, 2023

This means that the customer does not encounter any obstacles or barriers when trying to interact with the company. For example, a company that offers multiple support channels for customers (such as phone, email, website live chat, self-service, etc.) is making it easy for the customer to interact with them.

Customer Experience 52

Customer Experience Chatbots CRM Multichannel 52

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. You can download the full Study (in French) here , but these are the top five conclusions: 1.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

MARCH 14, 2018

How are UK banks doing in terms of the customer experience? 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.

Banking 49

Banking Customer Experience Multichannel Government 49

VocalCom

FEBRUARY 12, 2018

You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. This statistic is hardly unique, as many studies reveal the same sentiment. Data encryption and the use of trusted payment methods also protect sensitive customer information. Enable self-service.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Global Response

APRIL 17, 2023

Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. free up internal teams to focus on core business?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Interactions

MARCH 28, 2019

Done well, conversational AI will efficiently handle customer service requests, avoid long hold time, and customer frustrations. Embedding AI into customer service will reduce OPEX. Today, there are hundreds of vendors claiming to offer AI-driven solutions for customer care.

Self service 63

Self service Contact Center Multichannel Customer Care 63

Eptica

JANUARY 6, 2016

Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, there is a growing understanding gap between consumers and customer service staff, with a lack of empathy at its heart.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

SEPTEMBER 9, 2016

Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.

Multichannel 49

Multichannel Self service Wait times Technology 49

Eptica

APRIL 18, 2018

So, how are UK travel companies doing in terms of online customer experience? 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.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Hodusoft

JANUARY 17, 2024

Here are some key features of UCaaS contact center software that make all the difference between for contact centers and customer-facing businesses. Multichannel Integration The question may arise “Is multichannel integration necessary?” Before coming into contact with a live agent, customers get to interact with IVR systems.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

VocalCom

JULY 2, 2020

On the other hand, technology does more than answering the basic needs of customers. In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Eptica

AUGUST 26, 2015

The study uncovered four key findings concerning multichannel, social media, video chat and ease of use: 1. Multichannel 91% of Chinese consumers, 86% of those from Indonesia and 84% of Singaporean respondents, believed that organizations should always offer different channels to meet their needs. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59