Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. This gives a faster, more comprehensive and efficient service.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. In turn, this has revolutionized customer service , adding new channels and new expectations when individuals want to speak to brands. Technology can help. Share this page on: Tweet.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Customers can have meaningful conversations with brands that deepen engagement and build greater loyalty – and consequently boost the bottom line.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Share this page on: Tweet.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 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.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. For most digital conversations between consumers and brands it is actually the norm. Companies know they need to bridge this divide and have truly meaningful conversations with their customers.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

FEBRUARY 9, 2016

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

Self Service 48

Self Service Engagement Customer Service Social Media 48

Bold360

MARCH 9, 2017

Further, liquid expectations have raised the bar, with brands compared to those beyond their immediate competition. Today’s consumers have access to apps, information, and knowledge, often placing them on par with those serving them, further justifying the push towards empowering the customers on their journeys with self-service.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. In fact, live chat has a 92% satisfaction rate for customers, while Facebook messenger comes in just below at 84%.

Tourism 56

Tourism Travel Customer Service e-support 56

Verint

OCTOBER 24, 2017

Your customer service organization lacks the insight that this is an issue customers need assistance with. You likely have a gap in your knowledge base but have no way of knowing that this gap even exists. Your customer journey now has a blind spot.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

Software 98

Software Tools Customer Service Self Service 98

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 48

CSM Magazine

MARCH 13, 2022

Dixa leverages $43 million double acquisition of CX intelligence and automation pioneers, Solvemate and Miuros, to deliver high-value customer experiences at scale. The acquisitions support Dixa’s long term vision to help brands deliver value-driven experiences for customers and service agents.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Unify information and answers Knowledge is at the heart of good customer service.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. It found that 58% of consumers will leave a brand that they feel has let them down, costing US businesses alone $41 billion. Each has its advantages and disadvantages, both from the customer and brand point of view.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Drive consistency Customers expect the same answer regardless of how they make contact. The Northridge Group report exposes a very real gap between customer expectations and reality.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Drive consistency Customers expect the same answer regardless of how they make contact. The Northridge Group report exposes a large gap between customer expectations and reality.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries?

Customer Service 48

Customer Service Multi-Channel Consumers Knowledge Base 48

Eptica

FEBRUARY 8, 2017

No wonder that in 2016 Gartner research CEOs listed customer experience as their second biggest priority, directly behind business growth. 37% listed customer experience management software as their top technology investment over the next five years. Share this page on: Tweet.

Knowledge Base 48

Knowledge Base Consumers Touchpoint Customer Engagement 48

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Author: Neil Cox Social media has fundamentally changed the relationship between customers and brands , providing consumers with a mouthpiece to share their feedback with people across the world. That means over 4.5

Customer Service 48

Customer Service Social Media Knowledge Base CRM 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. However, there are five principles that should always be followed: 1.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Pointillist

NOVEMBER 11, 2019

You need to recognize that customers view contact with a service center as an escalation. Also, you need highly-skilled and well-trained agents with access to strong knowledge bases to handle growing numbers of complex customer concerns. In fact, global research reveals that customers do want first call resolution.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

ProProfs Chat

JANUARY 17, 2020

What is SaaS Customer Lifecycle. Do you know that 80% of US end-users prefer cloud-hosted and SaaS apps for communication and organization purposes, compared to 51% in 2016? But before you set out to follow any trend, it is important that you first understand what the SaaS customer lifecycle entails for you. Engagement.

Customers 107

Customers Exercises Customer Journeys Knowledge Base 107

Help Scout

NOVEMBER 28, 2018

Most customers — 75% to be exact — prefer to chat with someone online and in real-time for answers, rather than pick up the phone to call for help. From 2012 to 2016, the number of consumers using live chat increased by 50%. Customers value their time and expect you to value it too. Level up your customer service ?.

Customer Service 40

Customer Service Self Service Knowledge Base Infographics 40

Toonimo

JANUARY 5, 2017

Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. This is evident in the improved profitability that companies are generating with satisfied customers. These AI systems are self-learning knowledge bases.

Innovation 40

Innovation Technology Customer Experience e-support 40

SurveySparrow

OCTOBER 25, 2019

Research says that the decision of a customer to shop with your brand is based on how emotionally they are connected to it. Every customer wants to be treated with priority. Customers need to be educated about what you offer and how they can use your services, even after they purchase from you.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. Customer experience is how a customer feels about a company over time. Ray” Wang. Where to start? (1)

CRM 40

CRM Customer Focused Self Service Conference 40