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Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Well, because for most companies, omnichannel strategies really just patch together tons of multichannel solutions. Omnichannel vs. multichannel: What happens when your CX strategy negatively impacts your agents. Cue information overload*.
The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014. Unfortunately the study, which involved 10,177 consumers evaluating 272 brands, mirrors other research.
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. businesses’ existing CRM systems can’t track customers’ social media interaction.”
This has tripled since 2014. Multichannel needs to be integrated As in every industry, customers want the ability to contact insurers through their channel of choice. Nearly half (45%) of the 400 insurers from around the world that Accenture researched said that connected devices would drive revenues within the next three years.
Business Seeks Industry-Leading CRM. Business on a Budget Seeks Uncomplicated CRM. Business Seeks Industry-Specific CRM. Company with Reliable CRM Seeks Hassle-Free Live Chat Software. Business Seeks Social Media Software with Integrated Social CRM. Business Seeks Industry-Leading CRM. SalesForce.
In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. With CRM information directly integrated within its interface, a web-based application empowers agents with a single, integrated browser view.
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