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. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Peter Lavers

JUNE 26, 2017

If associates are trained this way, you are less likely to lose dissatisfied customers and more likely to increase your positive reviews on social media sites. Today, your competition isn’t just with other businesses, it is also with the increasing capability of digital channels for people to self-service and shop.

Customer Experience 92

Customer Experience Self Service Social Media Training 92

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. This is something that online companies such as Amazon specialize in, building strong customer loyalty by offering a seamless digital experience. How can they compete?

Insurance 48

Insurance Self Service Transportation Policies 48

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. Offer self-service options. Customers increasingly prefer self-service options anyway. Measure and test ad targeting with call analytics.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

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%. The social media experience delivered by the banks also trails behind some other sectors.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Tricia Morris

JULY 13, 2015

Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind. Organize, Personalize, Prioritize.

Self Service 40

Self Service Tips CRM Social Media 40

Eptica

APRIL 12, 2019

This means customer satisfaction is at its lowest level since July 2016. The highest ever number of consumers (13.9%) said they’d faced customer service problems. Nearly a quarter of experiences (23.6%) failed to deliver satisfaction at the first attempt, forcing consumers to follow up with brands.

Conference 76

Conference Self Service Fashion Ecommerce 76

Eptica

JANUARY 24, 2018

Often that means that certain channels or areas can be overlooked – Eptica research found that while performance on email and web customer service improved between 2016 and 2017 it fell on Twitter and Facebook.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

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. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service e-support 56

Clicktools

MAY 24, 2017

Customer engagement on social media channels is a great thing—in fact, as I’ve said before in Forbes , social media is both a customer experience and a marketing channel. The Relationship Between Customer Engagement, Loyalty and Revenue. Here’s why: It builds trust. What has been your experience?

Engagement 45

Engagement Customer Experience Self Service Social Media 45

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. Improved Lead Generation.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Provide Support

OCTOBER 7, 2015

Convenience: omni-channel, self-service, mobile. Research by the Corporate Executive Board finds that only 16% of customers are “means-focused”, knowing exactly which customer service channel they prefer to contact a company. It is predicted that by 2016, mobile search will generate 27.8 Focus on where those two meet.”.

Customer Service 40

Customer Service Omni-Channel Self Service How To 40

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Gained self-service capability.

Case Study 287

Case Study Study Self Service Customer Service 287

Comm100

AUGUST 23, 2018

By making your app a one-stop-shop for customer service needs, marketing offers, mobile payments, and more, you will be on your way to putting your customers before your channels, inspiring loyalty and boosting app retention. Their total customer count is over 310 million active customers – a number that was last reported in 2016.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Kayako

JANUARY 5, 2017

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Other specific marketing actions to consider are email campaigns, social media publications, in-app push notifications, and paid advertisements.

Tips 136

Tips Self Service e-support Social Media 136

Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. And these moments occur across two types of channels: Self-service channels.

Customer Retention 127

Customer Retention Self Service How To Tips 127

ijgolding

MARCH 22, 2017

These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways. Hence it becomes imperative to provide great customer support that can garner great customer satisfaction, loyalty and advocacy – digital can help you reach there.

Omni-Channel 204

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

Grade.us

JANUARY 14, 2020

82% of internet users rely on online media (including social media) for news. 52% of internet users rely on social media for news. 46% of internet users in the US rely on social media as a news source. 3.534 billion people or 46% of the worldwide internet use social media. 177M 57.5%

How To 51

How To Social Media Advertising Analytics 51

Wootric CX Blog

NOVEMBER 4, 2020

With new technology and social media, we have more ways than ever before of interacting with our customers. NPS is such a valuable tool for measuring not just customer experience, but also customer loyalty, because it transcends single experiences. Onboarding can be self-service or high touch, and likely a combination of both.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Social Media 40

Social Media Customer Service Entertainment Self Service 40

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. On both sides of the Atlantic more of the Contact Babel survey sample think live telephony customer service call volumes will reduce rather than increase.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Tricia Morris

MARCH 28, 2016

According to the TimeTrade State of Retail 2016 report , not very far. Only 26% of consumers feel that retailers today are providing a consistent customer experience across all channels (web, email, social media, call center, in-store, mobile and text). Social media was actually the top channel priority in this survey.).

Retail 40

Retail Self Service Customer Service Omni-Channel 40

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

Stella Connect

JANUARY 25, 2018

With the likes of Brooklinen , Jet , Warby Parker, and other industry disruptors making customer service their lead differentiator, more legacy brands will look to emulate that model. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. How brands should respond.

Self Service 40

Self Service Trends Customer Service Contact Center 40

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. The average customer service rep salary in the US is around $35k per year.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Tricia Morris

OCTOBER 9, 2015

On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy. Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 1.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

SurveySparrow

OCTOBER 25, 2019

This is an excellent strategy to increase customer loyalty and turn them into your brand ambassadors. Now everyone is on social media and it would be a good idea if you are able to pursue your customers to share their stories with photos attached to their social media accounts. Customer Experience Strategy #12.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. However, just 50% provided a successful reply on the channel.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 48

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Fail to deliver this and not only will you lose customers to rivals, but they are likely to share their experiences on social media, damaging your broader brand reputation. Share this page on: Tweet.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Competition is increasing, customer loyalty is falling and pressure on margins mean that embracing these channels is vital for continued survival. The result?

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Eptica

NOVEMBER 1, 2017

Overall performance is worsening Companies could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. While performance on the web, email and chat improved, this was more than cancelled out by a drop in performance on social media.

Brands 49

Brands Customer Experience Self Service Social Media 49

ShepHyken

AUGUST 8, 2016

My Comment: Is phone support the best way to get customer service and support? Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? 7 Steps to a Flawless Loyalty Program by Timi Garai. What Exactly Is The Future of Customer Service?

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Monitoring social media campaigns? Traject Social gives you A to Z coverage.

Software 47

Software Management Net Promoter Score Multi-Channel 47

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