Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Inbenta

NOVEMBER 13, 2018

This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. Review your self-service content and FAQs. That’s a 28% increase from 2016. Prepare your site and online support team with the following tips.

Self Service 60

Self Service Tips Customer Service e-support 60

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. Clearly, that would not be an efficient way to scale resources.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

Kustomer

JUNE 27, 2022

In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success. Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

Inbenta

NOVEMBER 13, 2018

This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. Review your self-service content and FAQs. That’s a 28% increase from 2016. Prepare your site and online support team with the following tips.

Self Service 45

Self Service Tips e-support Customer Service 45

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

Tips 136

Tips Self Service e-support Social Media 136

TechSee

MAY 1, 2018

Predictive analytics are helping utilities provide better energy management services by utilizing data, statistical algorithms and machine learning techniques to identify the likelihood of future outcomes based on historical data. A team of RPA robots can be deployed to read smart meter information, freeing up valuable human resources.

Self Service 132

Self Service Analytics Call Center Report 132

BlueOcean

FEBRUARY 14, 2018

Because many social customer care interactions happen for all to see, customer service on social media needs to follow best practices from the start. In fact, 75% believe that the social channel gives consumers power , as they can speak straight to brands with confidence that they’ll be heard. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. For example, 45% of APAC consumers are millennials , but that doesn’t mean they all have the same needs, wants and desires. However, this only goes so far, as age isn’t always a good guide to customer needs.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. How can they cope? It helps with designing overall channel strategy.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. That could be with a live support agent, a self-service solution, instant chat, etc. Myths Busted: Great Customer Service Starts Here by Doug Sandler.

Social Media 48

Social Media Customer Service Self Service B2C 48

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

OCTOBER 4, 2017

In particular, the rise of artificial intelligence (AI) is poised to transform customer service, and now is a good time to look at the opportunities and threats it provides to the sector. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 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.

Self Service 48

Self Service Brands Social Media Contact Center 48

Martin Hill-Wilson

JANUARY 29, 2016

More importantly it heals the false divide between so called digital and voice services with click-to-anything functionality. The third is Intelligent Assistance – a hybrid experience for customers that sits between live assistance and self service. Service access becomes instant which conforms to expectation.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Some 70% of consumers have used the click-to-call button in online ads. Offer self-service options. Optimize your IVR.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Tricia Morris

MAY 13, 2016

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. Here are six ways that communities can complement customer service: 1.

Self Service 40

Self Service Customer Service Knowledge Base Consumers 40

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Chat is a good example.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

CSM Magazine

DECEMBER 11, 2023

dollars in 2025, a 657% increase from 2016 levels. By meeting the on-demand, self-service expectations digital consumers have today, chatbots drive higher satisfaction and loyalty. A solution costing less upfront might require more resources to manage ongoing. billion U.S.

Chatbots 52

Chatbots Self Service Software Wait Times 52

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. The resource squeeze was also evident when it came to chat.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

MARCH 14, 2018

Loyalty is driven by meeting consumer needs. However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. Put greater resources into live chat so it is more available to consumers.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. This is the point where it is worth reminding yourself of the financial and reputational impact of poor service. So how can businesses deliver the service that customers want?

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 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.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

MAY 3, 2017

Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal.

Connections 49

Connections Self Service Customer Service Wait Times 49

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Yet the majority of insurers are not dedicating sufficient resources to chat.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. 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. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. How will emerging and growing trends change the customer service equation? Consumer Expectations for Omnichannel Will Soar.

Self Service 40

Self Service Trends Customer Service Contact Center 40

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. Join up systems It is very common for consumers to switch channels as part of the same interaction.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

NOVEMBER 1, 2017

Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. This year only 34% of tweets and 35% of Facebook messages were answered successfully, compared to 48% and 45% in 2016 3.

Brands 49

Brands Customer Experience Self Service Social Media 49

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. This gap means it can be hard to respond effectively or to build empathy with the consumer. Provide sufficient resources Christmas is the busiest time of the year, but actual peaks can be hard to predict.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48