ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Eptica

MARCH 31, 2016

Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Share this page on: Tweet.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

FEBRUARY 5, 2016

Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. While Millennials are not the only group that brands need to engage with, they are becoming increasingly visible and vocal. Published on: February 05, 2016.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Of course, customers will still get in contact and expect a fast, consistent answer to their query. Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Designed to mirror consumer behavior, ten leading electronics brands were asked questions including If my product is out of guarantee, how do I get it repaired? Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

AUGUST 5, 2016

Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. 9% (28 companies) had gained 5 points or more, showing significant progress.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The report outlines ten key areas to focus on: Extend customer service beyond traditional banking hours. Three factors have dramatically changed this. Make it mobile-first. Share this page on: Tweet.

Banking 48

Banking Self Service Social Media Customer Experience 48

Talkdesk

MARCH 24, 2021

With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carriers and brokers. . Contact centers are mostly a human-to-human experience. 4 tips for instant policyholder service. Redefine the agent experience.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. Demonstrating this, the highest ranked grocery chain in the UKCSI continues to be upmarket group Waitrose , which comes sixth overall in customer satisfaction amongst major UK brands.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

APRIL 26, 2016

Companies in France seem keen to engage with customers more via the telephone – 87% provided a contact number (up from 84% in 2015), with many sites even suggesting the best times for consumers to call. 18% of British brands only responded on one channel out of email, Twitter, Facebook and chat. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Stella Connect

DECEMBER 14, 2017

If there’s a need to be met or a problem to be solved, the brand that delivers quickly and easily wins the day. The actual cost of service is much lower with an effortless experience. Customers see brands, not channels. These employees didn’t even have access to his nearly 25-year history with the brand.

Customer Service 40

Customer Service Customer Experience Strategy Effort Score 40

Kustomer

MAY 14, 2020

Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent.

Self Service 94

Self Service Company Chatbots Technology 94

ijgolding

MARCH 22, 2017

All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. Digital has helped organizations through consumers advocating the brands and products across online channels. It’s not all doom and gloom, however.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Kustomer

NOVEMBER 10, 2021

The report found 90% of US consumers surveyed expect contacting customer service to be easier and faster, and 67% said they have stopped doing business with a company due to slow customer service. An additional 58% said they want better self-service tools, including improved chat experiences.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Firstly, today’s consumers are increasingly demanding support that is fast and 24/7. .” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Provides a self-service option.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Comm100

JUNE 13, 2018

During this study, 65 percent of shoppers said they would try a new product if they had a coupon for it and 58 percent would abandon their regular brand for a different one if the other brand offered a coupon. During the holiday season, many contact centers experience high call volumes. Enable and Encourage Self-Service.

Tips 136

Tips Self Service e-support Social Media 136

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Kustomer

APRIL 15, 2020

Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort,” says Emily Marcogliese, Head of Customer Service at ThredUp.

Self Service 59

Self Service Customer Service Chatbots Omni-Channel 59

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Kustomer

AUGUST 12, 2020

Our momentum is the result of a relentless focus on improving the customer journey and enabling the types of customer experiences brands require and customers demand today,” said Brad Birnbaum , Co-Founder and CEO of Kustomer. Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life.

Company 52

Company Self Service CRM Innovation 52

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Consistency and multichannel service was also poor.

Self Service 48

Self Service Brands Social Media Contact Center 48

Kustomer

OCTOBER 3, 2019

. “In today’s crowded market, excellent customer service is often the differentiator that builds loyalty and trust between one brand to another,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. By giving a customer more self-service options it also lowers agent volumes and improves resolution and handle times.

Self Service 40

Self Service Customer Service Omni-Channel First Call Resolution 40

Kustomer

NOVEMBER 24, 2020

An added benefit of the Kustomer platform was its tight integration with the ecosystem of tools and channels Rainbow Shops was already using, which helped simplify and streamline the systems Rainbow uses to run customer service. Kustomer is a top-rated CRM, helping top brands deliver modern customer service that creates customers for life.

CRM 52

CRM Abandon Rate Fashion e-support 52

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Avaya

DECEMBER 6, 2016

These channels range from human interaction (like speaking with a contact center agent) to fully automated interactions to assisted service (like live chat and co-browsing). As mentioned, customers today use a vast number of channels and devices to interact with the brands they love.

Self Service 40

Self Service Data Customer Journeys Customer Experience 40

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. Author: Dharmesh Ghedia In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on.

Self Service 48

Self Service Management Knowledge Base Contact Center 48

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

OpinionLab

AUGUST 29, 2017

87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ). After all, it’s hard to be delighted about a positive self-service outcome. The difference between the 2015 and 2016 figures are clear. And it goes on and on and on. It’s not a pretty picture.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Kustomer

JULY 8, 2020

Kustomer’s integration with Shopify Plus will help brands and customer service agents optimize and personalize customer experiences. “The Shopify Plus Certified App program is designed to meet the advanced requirements of the world’s fastest growing brands,” said Loren Padelford, GM Shopify Plus.

CRM 52

CRM Customer Service Self Service Omni-Channel 52

Kustomer

JUNE 11, 2020

Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service to their customers. The four pillars of great customer service are: getting connected, process orchestration, resource management, analytics and insights.”.

CRM 52

CRM Customer Engagement Engagement Self Service 52

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. 2 Customers want to be understood and feel special While they value speed and efficiency, consumers also want to receive a personal service that is based on their individual needs.

Customer Service 48

Customer Service Self Service e-support Retail 48