Eptica

OCTOBER 6, 2015

In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This means understanding how their customers want to use their mobile devices to contact them and putting in place the right, multichannel resources to support them.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

ForeSee

FEBRUARY 19, 2015

Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens.

Government 51

Government Customer Experience Multichannel Benchmark 51

Eptica

JANUARY 8, 2016

33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

MARCH 4, 2016

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. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

JANUARY 15, 2016

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.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Don''t forget about the multichannel experience and the omnichannel experience. Image courtesy of featureset I originally wrote today''s post for InsideCXM. Want to know the secret to customer retention? I''ll tell you, but first a story. Be easy to do business with.

Customer retention 83

Customer retention Advertising Multichannel Metrics 83

Eptica

JANUARY 6, 2016

Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. In today’s multichannel world, consumers have a wide choice of ways to make contact with a company and they expect excellent service across every one of them. What are the 4 key attributes of successful customer engagement?

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Kayako

JANUARY 5, 2017

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”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Revation Systems

JANUARY 15, 2020

According Statista , the number of digital banking users was forecasted to surpass 161 million in the United States last year – more than 20% increase from 2014 – and the prevalence of smartphones/digital technologies and an increase in fintech firms are attributed to this rise in digital banking. Tech is Trending.

Banking 62

Banking Healthcare Multichannel Surveys 62

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Chat is now a mainstream channel 65% of consumers are happier using chat now than five years ago , a fact mirrored by nearly half (49%) of companies advertising chat facility on their website (up from just 13% in 2014).

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. But more importantly social media is a very public place, where it is easy to broadcast issues to the entire world , meaning that a single case of poor service can go viral very quickly.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

Eptica

DECEMBER 11, 2015

In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

Customer Interactions

JULY 7, 2015

Topics covered include Predictive Analytics, VoC programs, and multichannel contact centers. There were many fantastic reads to choose from this week, but we selected the final top 5 for their quality of content and delivery. Please share the knowledge with other CX professionals, so they can also have some great material to work off of.

Multichannel 28

Multichannel Contact Center Analytics 28

Customer Interactions

JULY 7, 2015

Topics covered include contact center frustrations, managing multichannel contact centers, and the value of customer experience innovations. Our team put a great deal of care into cherry-picking the articles for this week’s edition of CX Buzz. The content will surely come in handy for CX professionals of all levels.

Multichannel 28

Multichannel Contact Center Customer Experience Management 28

COPC

OCTOBER 10, 2017

The report carries forward numerous data points, with many reaching back to 2014, as well as two entirely new sections of research: the Purchase Experience and Customer Effort. This series is developed in partnership between COPC Inc. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Multichannel is vital for interacting within a range of industries, especially banking. But what exactly constitutes “multichannel?” Make the Branch the Core of Your Omnichannel Experience.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Clarabridge

NOVEMBER 24, 2015

Online shopping on Black Friday and Thanksgiving grew 32% and 26% year-over-year from 2013 to 2014, while physical visits dropped 5%. This post originally appeared in Multichannel Merchant on November 9. Remember that online retailers like Amazon have trained consumers to expect ease and efficiency.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

Avaya

APRIL 3, 2017

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. If these statistics show us anything, it’s that experience is everything. The Entire Organization Contributes to the CX.

Contact Center 57

Contact Center Journey mapping Finance APIs 57

Maru Group

NOVEMBER 28, 2018

Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Multichannel brands that have a bricks and mortar proposition can gain synergies through collecting online orders from their store network. Make the big bigger.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

LiveChat

NOVEMBER 14, 2017

In partnership with Essence it decided that a multichannel approach was the answer. This was in 2014. Needless to say, most successful businesses today practice 360–degree communication. The Financial Times (FT) wanted to drive a younger audience to engage with its publication. Constant updates about purchases.

Customer Service 28

Customer Service Multichannel Engineering Personalization 28

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. And the worst of it is, consumers are getting more and more impatient on calls. More than 80% of customers say the experience a company provides is as important as its products. custserv #contactcenters #customerservice Click To Tweet.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Sykes

MARCH 18, 2019

engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Its Americas and EMEA regions primarily provide customer?engagement Symphony has headquarters in London and offices in San Francisco, Boston and Poland.

Technical Support 16

Technical Support outsourcing Enterprise Business Process Outsourcing 16

Comm100

FEBRUARY 6, 2018

Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. In 2014 Cision charged $5,700 per year for a single license to access its media database. This multichannel ecommerce platform allows businesses to optimize sales channels across mobile, social, and in-store. Shopify Plus.

CRM 43

CRM Enterprise SaaS Marketing 43

Comm100

FEBRUARY 16, 2018

As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” Shep Hyken confesses that he’s tired of the words multichannel and omnichannel support – and he’s not alone. The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41