CSM Magazine

APRIL 5, 2022

By taking advantage of these opportunities, financial services companies can ensure that their customers receive the best possible service. Offer self-service options. For example, financial institutions can offer self-service through online portals or mobile apps. Provide a seamless customer experience.

Financial 52

Financial Self Service Industry Customer Service 52

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat.

Brands 80

Brands Self Service Insurance Fashion 80

Magellan Solutions

JANUARY 18, 2018

While knowledge bases, FAQs, online forums, and social media posts can help them determine and solve minor problems, it doesn’t give an assurance that it can solve all user concerns. Thus, it is important that businesses keep tab on online forums, exchange of information using social media channels, and the like.

User Experience 53

User Experience Self Service Social Media Knowledge Base 53

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. Some companies are moving ahead when it comes to the service they deliver, while others are lagging badly.

Self Service 48

Self Service Brands Social Media Contact Center 48

CSM Magazine

OCTOBER 16, 2020

For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Others use social media. You need to give people access to learning resources. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) You can also add self-service tools.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Eptica

DECEMBER 11, 2015

Alternatively they could contact the retailer via email, social media or chat, unnecessarily adding to the volume and cost of incoming interactions at the busiest time for customer service teams. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

NOVEMBER 4, 2015

Despite the talk about social customer service , Facebook and Twitter responses trailed in at the bottom of the table. When contacted through social media companies were also considerably slower at responding. You can also see more of the findings in this infographic. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Service Social Media 48

Eptica

APRIL 29, 2016

Half of tweets going unanswered Insurers are increasingly present on social media. All ten were on Twitter, and four of these had a specific Twitter handle for customer service. Yet the majority of insurers are not dedicating sufficient resources to chat. However, just 50% provided a successful reply on the channel.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

NOVEMBER 6, 2015

Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. This problem is compounded by the increasing volume of written contacts that now have to be managed, across multiple channels, often with stretched resources.

Technology 48

Technology Self Service Customer Service Social Media 48

Eptica

NOVEMBER 1, 2017

You can see a snapshot of the results in this infographic. While performance on the web, email and chat improved, this was more than cancelled out by a drop in performance on social media. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Brands 49

Brands Customer Experience Self Service Social Media 49

Eptica

MARCH 31, 2017

Response rates and accuracy have not improved year on year across most channels with retailers failing to answer nearly half (46%) of routine questions asked through email, the web and social media, a 1% drop since 2016. This means that you are now more likely to receive a successful answer to a query on email than on social media.

Retail 48

Retail Customer Experience Social Media Self Service 48

ProProfs Chat

DECEMBER 21, 2020

Social media platforms. Communicate to your customers if the product or service has new features to offer. Always create and distribute informative content like tutorials, infographics to highlight the value and usage of products. Build Useful Resources for Customers. “ Share case studies regularly. Tweet this.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

Solvvy

SEPTEMBER 17, 2022

Infographics. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. Your knowledge base can include : Quick-start guides.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Fonolo) Are voice interactions becoming a smaller part of the customer service picture? My Comment: Is phone support the best way to get customer service and support? And, the layout of the infographic makes it fun to read.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Eptica

NOVEMBER 25, 2015

Centralize knowledge Knowledge powers customer service, and if every channel relies on separate stores of information, consistency is likely to be poor and costs may rise, as the business has to maintain and update multiple knowledge sources. Share this page on: Tweet.

Retail 48

Retail Customer Service Social Media Self Service 48