Eptica

MARCH 31, 2016

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries. Entertainment retailers propped up the bottom of the table, dropping 8% since 2015, to a score of just 57%.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. An entertainment retailer took 152 hours to answer an email, then responded to the same question on Facebook in 6 minutes.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

UJET

SEPTEMBER 10, 2019

Mobile devices are used for media consumption, communication, and entertainment. Many chat platforms will also offer self-service options as well. But customers may not want to use a self-service visual IVR. Millennials spend an average of 5.7 Multitasks Effectively.

Scripts 99

Scripts Entertainment Self service Accountability 99

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011. very same query on email.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

COPC

MAY 16, 2018

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? Conversely, a customer of an entertainment product, like a video game, might value making a personal connection with the brand. Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42