Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Contact centers are working to address this growing and changing channel use.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. In fact, it might actually prove counter-productive should employees jump in and answer calls or social media questions, giving inconsistent or confusing answers.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day. But these four emotions and strategies are key ways to engage new customers in 2016.

Consumers 60

Consumers Marketing Advertising Hotels 60

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. “We About Kustomer.

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Study ROI Net Promoter Score CRM 98

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

APRIL 29, 2016

Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In total, across the web, email and Twitter channels insurers successfully answered 58% of all questions, an 18% increase since 2015. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. To find out how retailers are faring, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers in both the UK and the US. billion was spent on the day itself.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Based on my experience working with contact centers, I can recommend these five areas to help improve handling times: 1. This will save even more time moving forward.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. However, many companies are still failing to deliver even the most basic levels of customer service via social media.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. and How do I get a replacement manual for my product?

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. Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

Social Media 48

Social Media Sports Contact Center CRM 48

Eptica

JULY 6, 2016

Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Trends 49

Trends Customer Service Social Media Contact Center 49

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. For consumers looking for a response to their queries, the best option is to turn to social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. Unfortunately the study, which involved 10,177 consumers evaluating 272 brands, mirrors other research.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 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. Value their time Consumers generally don’t want to waste time waiting for a response or spend hours searching for information. Published on: February 05, 2016.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. As the number of channels used by customers began to expand, the web , email and social media may have been added to this remit. And why do you need one? However, the underlying approach remained the same.

Social Media 48

Social Media Contact Center CRM Hotels 48

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service. This can be positive or negative.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 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. ” or “How do I change my address?

Self Service 68

Self Service Customer Service Contact Center Social Media 68

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

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

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. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 48

Banking Self Service Social Media Customer Experience 48

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. Published on: November 04, 2015. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. It replicates previous research carried out in the UK and France , and aims to mimic the behavior of ordinary consumers across digital channels.

Retail 48

Retail Self Service Customer Service Social Media 48

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. For example, older consumers may share any customer service issues they are having with their millennial relatives , and consequently be encouraged to be more demanding in their expectations of the experience they receive.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Adam Toporek. David Avrin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Tricia Morris

OCTOBER 9, 2015

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. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

transcosmos Information Systems

OCTOBER 22, 2015

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s content, especially their listicles and infographics, are extremely helpful for BPOs or contact centre businesses. Think Customers.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s content, especially their listicles and infographics, are extremely helpful for BPOs or contact centre businesses. Think Customers.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Inconsistency frustrates consumers as they cannot be sure that they’ve received the ‘right’ answer to their query. retailers in particular at being consistent and multichannel?

Retail 48

Retail Customer Service Social Media Self Service 48

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? Published on: December 04, 2015. But getting it right isn’t easy – the internet has greatly increased competition, putting pressure on prices, while consumer demands are ever increasing. How good is retail customer service? part of the research.

Retail 48

Retail Customer Service Social Media Contact Center 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Author: Pauline Ashenden Consumers are sending an increasing number of questions to companies , across more and more channels. Share this page on: Tweet.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48