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

Eptica

DECEMBER 11, 2015

By contrast American shoppers are aiming to spend £250 ($382) according to the survey. 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%. Share this page on: Tweet.

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

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

After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. But what exactly constitutes “multichannel?”

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. In a recent survey of 200 call centers, Contact Babel found that those with a virtual queuing option had a 32% lower average abandon rate. And the worst of it is, consumers are getting more and more impatient on calls.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Comm100

FEBRUARY 16, 2018

Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41

Comm100

FEBRUARY 6, 2018

Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. From Salesforce to Survey Monkey, Hubspot makes it easy for companies to connect to their favorite software solutions. In 2014 Cision charged $5,700 per year for a single license to access its media database. Shopify Plus.

CRM 43

CRM Enterprise SaaS Marketing 43