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

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

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. In-Person Shoppers place far more value on good customer service than Online Shoppers. This series is developed in partnership between COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Meanwhile, 60% indicate that they want to visit a branch or call a person to purchase a new product or get advice. Multichannel is vital for interacting within a range of industries, especially banking.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Avaya

APRIL 3, 2017

Think about it: if customers aren’t connecting with a brand using one of their three personal mobile devices , they’re leveraging a myriad of other channels and connected platforms to research, communicate and engage. Consider that 150 million emails and 2.4 million Google search queries were sent last year per minute.

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. Returns policy reassurance – especially for both personal purchases and gifts. The majority of Black Friday purchases are for personal or household use.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

LiveChat

NOVEMBER 14, 2017

There are customers who are reluctant to share personal details online. Hence, he or she must be able to reach out to the business in person. In partnership with Essence it decided that a multichannel approach was the answer. A personalized response is always better than a canned, automated reply. This was in 2014.

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. An article was recently published which stated; the average person spends 43 days of their life on hold ! Make sure your customers can get through to the right person to handle their issues quickly. Really smart.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Comm100

FEBRUARY 6, 2018

Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. Deployment : Cloud-based. Less Annoying CRM.

CRM 43

CRM Enterprise SaaS Marketing 43

Comm100

FEBRUARY 16, 2018

Facebook is making a big change: they are changing their algorithm to share more personal content rather than posts from businesses or news outlets. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” Social Messaging Will Gain Renewed Importance.

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41