2017 Multichannel Self service 
Provide Support
JANUARY 3, 2017
5 Considerations When Building Multichannel Customer Support. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). Read more. Permalink | No comment.
Eptica
OCTOBER 4, 2017
Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Published on: October 06, 2017. Author: Pauline Ashenden NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public.
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Vonage
FEBRUARY 23, 2017
However, as this statistic illustrates, 60 percent of customers don’t tolerate poor service under any circumstances. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options.
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. self-service.
Verint
SEPTEMBER 13, 2017
However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.
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”. What goes into good self-service?
Eptica
MARCH 21, 2019
69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Brands are not delivering multichannel experiences Forget the nirvana of providing seamless, omnichannel experiences. The study shows that brands are still struggling with delivering a multichannel experience.
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