eGain Blogs

MAY 8, 2020

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. More with digital self-service; chatbots, for example.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. It also allows remote experts to see what your field service technician is repairing and provide directions from afar.

Self Service 109

Self Service ROI Touchpoint Engagement 109

Interactions

MAY 6, 2024

Interactions, an innovating force in AI for Customer Service, continues to set the standard for excellence. With relevant AI innovation spanning over 20 years, we’ve established ourselves as a trusted partner to some of the world’s leading brands, delivering craveable customer experiences and driving tangible results.

Interaction 62

Interaction Customer Service Data Self Service 62

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Recent research from Fujitsu points to insurance being next in line for digital disruption. In many markets insurers are already under pressure due to rising costs and more demanding consumers.

Insurance 48

Insurance Self Service Transportation Policies 48

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 78

Technology Customer Experience Self Service Customer Journeys 78

Talkdesk

OCTOBER 14, 2020

Conversely, cost pressures are propelling the need for more self-service and artificial intelligence (AI). Digital natives of Gen-Y and Gen-Z — which now represent almost half of the US population — are directly influenced by the rise of consumer brands like Google, Apple, and Amazon.

Self Service 105

Self Service Banking Contact Center Omni-Channel 105

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

inQuba

JUNE 22, 2023

Content Generation : Generative AI models can assist in creating compelling content for customer engagement. Deployed smartly, the key benefits of AI for customers are incredible efficiency, always-on support, hyper-personalized experiences, enhanced self-service, human-like interactions and fantastic experiences.

Chatbots 52

Chatbots Self Service Customer Experience Analysis 52

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Perfectly-timed customer engagement – The window between customers thinking about switching and actually doing so has become shorter.

Self Service 64

Self Service Chatbots Contact Center Policies 64

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. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.

Self Service 48

Self Service Customer Service Entertainment Fashion 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). One had significantly higher customer experience scores than the other, and this correlated with higher revenues in four out of five sectors.

ROI 50

ROI Self Service Customer Experience Airlines 50

Ann Michaels and Associates

JULY 19, 2018

As technology becomes more capable and lines are blurred between humans and machines, customer-centric companies will need to determine the most appropriate circumstances in which to use automation or actual humans to earn the best outcomes within the empathy economy. Understanding emotional states.

Chatbots 40

Chatbots Self Service Consumers Customer Service 40

Eptica

JANUARY 6, 2016

Looking through the posts that had the most readers truly shows the diversity of the industry, with subjects ranging from robots and retail, to insurance and the Internet of Things. However, there is a growing understanding gap between consumers and customer service staff, with a lack of empathy at its heart.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 146

NPS Comparison Survey Net Promoter Score 146

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. This shows the company’s commitment to understanding customers, engaging with them and prioritizing those important one-to-one interactions in real time.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

West Monroe

MAY 31, 2019

While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service. Customer intake and on-boarding. Customer outreach and preventive interactions. Customer Self-Service.

Banking 40

Banking Financial Self Service Chatbots 40

John Paul

OCTOBER 22, 2018

For 10 years, John Paul has been supporting large brands in the automotive sector with different tailor-made loyalty solutions and continues to develop its expertise in this area. Today, the automotive industry represents a major part of the Group’s sales, and is the second formal sector for John Paul, after banking & insurance.

Self Service 40

Self Service Automotive Transportation Travel 40

Eptica

JUNE 3, 2016

So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? Be mobile first Ensure that your mobile customer experience is seamless and easy to access on any device. There are three areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. A highly innovative digital self-service solution. Andrew Quake, CEO APAC John Paul. Andrew Quake shared: “ I am delighted to lead John Paul Asia Pacific.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

TechSee

APRIL 17, 2022

“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” ” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal. Warm transfers deliver an effortless and seamless customer experience.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

CSM Magazine

NOVEMBER 19, 2018

Human Interactions Augmented by Machine Support – with customer contact volumes still increasing, we’ll start to see more agent interactions supported by real-time machine intelligence support. Expect 2019 to see this trend accelerate, particularly as we see the trust agenda escalating in today’s post-GDPR world. About the Author.

Trends 88

Trends Customer Experience Social Media Self Service 88

TechSee

NOVEMBER 19, 2019

Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Company leadership must determine which elements of their self-service strategy – including digital, web, voice and visual channels – should be prioritized in order to achieve the greatest ROI.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. ” Johnson finds a strong positive relationship between employee satisfaction and customer satisfaction. .”

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Pointillist

SEPTEMBER 10, 2020

While campaign management puts your customers into the context of marketer-defined campaigns, customer journey orchestration puts all the resources of your customer into the context of your customer’s individual experience. Unfortunately, many enterprises under deliver.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

RapportBoost

DECEMBER 10, 2018

Joining us today would be Tony Medrano; CEO of RapportBoost AI , the leading conversational sales analysis platform for brands that use chips, SMS and messenger tools to engage customers. Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omni-Channel 221

Omni-Channel Customer Service Chatbots Social Media 221

Qualtrics

NOVEMBER 12, 2020

Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Most of our customers engage with us online. Hear the full interview.

Financial 26

Financial Feedback Customers Automotive 26

ViiBE Blog

JULY 30, 2021

Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. The most desired and beneficial features of successful contact centers are: interactive voice response customer experience recording advanced analytics and reporting embedded CRM API integrations.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Author: Neil Cox The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past.

Insurance 48

Insurance Connections Customer Service Self Service 48

CSM Magazine

DECEMBER 6, 2023

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality scans enterprise knowledge sources and, in just seconds, provides customers with accurate, highly personalised information through the digital messaging channel of their choice.

Customer Service 52

Customer Service Self Service Telecommunications Chatbots 52

SurveySparrow

SEPTEMBER 28, 2022

By automating these replies, you’ll be able to provide a quicker response time, keep ticket backlogs to a minimum, and enable self-service on the part of the customer. . Use filters to qualify the customers and prospects. Using chatbots, you can also use filters to qualify the customers and prospects.

Software 52

Software Tips Self Service Chatbots 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. but 8 out of 10 insurers responded accurately.

Self Service 48

Self Service Brands Social Media Contact Center 48

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Eptica

JUNE 29, 2016

Failing to provide the same level of service, and consistent information across multiple channels annoys customers and is bad for company efficiency and brand reputation. Customers want to get consistent and accurate information and answers from a brand, whichever channel they use to make contact.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

ShepHyken

APRIL 7, 2023

They anticipate a flawless experience with the services they are paying for. However, many challenges affect your support team’s productivity, translating into poor customer support. Customers can even sever their association with your brand or churn more frequently due to these internal inefficiencies.

How To 48

How To e-support Self Service Advertising 48

Eptica

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. Competition is increasing, customer loyalty is falling and pressure on margins mean that embracing these channels is vital for continued survival.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48