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. To find out more click here. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 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

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

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. And for not-so-complex processes, they’re advancing with highly-secure self-service solutions (like video kiosks). Multichannel is vital for interacting within a range of industries, especially banking.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Poor self-service options or alternative support channels. If your self-service options are not helpful or easy to use, people simply won’t use them. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

LiveChat

NOVEMBER 14, 2017

They want all details of the product or service to be provided online. Thomas Cook, the travel giant, started using a self-service solution. User-friendly and streamlined customer service path. In partnership with Essence it decided that a multichannel approach was the answer. This was in 2014.

Customer Service 28

Customer Service Multichannel Engineering Personalization 28

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. These services are delivered through multiple communication channels including phone, email, social media, text messaging, chat and digital self?service.

Technical Support 16

Technical Support outsourcing Enterprise Business Process Outsourcing 16

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. Cision’s negative point? Competitiors: Muck Rack, GroupHigh.

CRM 48

CRM Enterprise SaaS Marketing 48

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43