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. This year’s Eptica Multichannel Customer Experience Study has just been published, so how are brands faring in 2016? Share this page on: Tweet.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Interactions

FEBRUARY 10, 2022

For example, when I bought my new TV, it advertised that I could speak commands into the remote instead of having to traditionally scroll through the menu options. In self-service automation technology, voice is the most difficult yet the most important piece of the puzzle to get right. Use humans to fill gaps.

Self service 62

Self service Multichannel Advertising Contact Center 62

CSM Magazine

OCTOBER 5, 2022

Does the BPO Company Offer Multichannel and 24/7 Support? Select a service provider that online shoppers can quickly contact at any time of day. It should have multichannel or omnichannel support for seamless communication between agents and customers. Multichannel functions include: Phones (fixed lines and mobile).

outsourcing 52

outsourcing Multichannel Customer Service Business Process Outsourcing 52

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

ijgolding

JULY 18, 2018

The Customer Service & Experience Summit Europe is a by brands for brands meeting focused on bringing together an unrivalled list of in-house customer experience and service leaders across Europe. You can download the brochure here to see the full speaker line-up and agenda.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

Netomi

NOVEMBER 7, 2022

See how a multichannel Conversational AI platform can help boost your CX strategy! 65% of all consumers find a positive experience with a brand to be more influential than great advertising [PwC]. 96% of customers say customer service is important in their choice of loyalty to a brand [Microsoft].

Customer Experience 52

Customer Experience Multichannel Telecommunications Advertising 52

Liveops

JANUARY 25, 2019

Save time and money and provide a consistent experience for your audience moving your customer service and support operations to the cloud. Make self-service as easy as possible for your customers with personalized, interactive guidance. Learn more: serenova.com. Learn more: toonimo.com. Learn more: gainsight.com. Indicative.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Netomi

NOVEMBER 7, 2022

See how a multichannel Conversational AI platform can help boost your CX strategy! 65% of all consumers find a positive experience with a brand to be more influential than great advertising [PwC]. 96% of customers say customer service is important in their choice of loyalty to a brand [Microsoft].

Customer Experience 52

Customer Experience Multichannel Telecommunications Advertising 52

JustCall

MARCH 7, 2023

Let’s begin with these six components of contact centers: Hardware and software Data tracking, monitoring, analysis Scripts and messaging templates Self-service Cloud-based contact centers Superstar call agents These components facilitate the contact center process in three steps, as discussed below.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

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

VocalCom

MAY 20, 2019

A Nielsen study once concluded that 92% of consumers believe suggestions from their family and friends more than advertising. Maintaining a list of frequently asked questions on your website is ideal for self-service. When it comes to trusting recommendations, people listen to their inner circle. Discussion forums.

Contact center software 54

Contact center software Self service Advertising Contact Center 54

NobelBiz

NOVEMBER 23, 2020

Marketers would simultaneously deploy the same advertising campaign via multiple channels. If you want to learn more about the difference between omnichannel and multichannel , we have a special article on this very topic.) The term was first coined by the marketing industry.

Contact Center 52

Contact Center Interactive Voice Response Multichannel Telecommunications 52

Comm100

FEBRUARY 7, 2018

Checking Multichannel Capabilities. Will the vendor provide 24/7 service monitoring? Checking Multichannel Capabilities. Does the CRM software vendor offer a self-service customer portal where customers can pay invoices, view support tickets, and collaborate with your company? Reviewing Implementation Options.

CRM 53

CRM Multichannel Marketing Accountability 53

Nicereply

OCTOBER 29, 2020

By designing a laser-sharp onboarding program that is simple yet effective, you can capture the millennials’ attention by delivering maximum value for their time and ensuring some great word of mouth advertising for your brand. Enable Self-Service with Knowledgebase. Focus on Omnichannel over Multichannel.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

JustCall

APRIL 6, 2023

Omnichannel marketing integrates multiple channels into one seamless experience, unlike multichannel marketing. Amazon Hub Locker is a secure self-service station where customers can collect their packages when they choose. Amazon Hub Locker locations are in the US, UK, and Germany.

Banking 52

Banking Customer retention Multichannel Marketing 52

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. Like Amazon, where can you create additional speed and convenience for your customer?

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

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. Not Great for : Businesses with a medium to low PR budget.

CRM 58

CRM Enterprise SaaS Marketing 58

Eptica

NOVEMBER 11, 2015

Having just launched the 2015 Eptica Multichannel Customer Experience Study , which evaluated 500 American retailers, we can compare the findings with UK research carried out earlier in 2015 , using the same methodology, across similar channels. Given this competition how do retailers in Britain and the United States compare?

Multichannel 75

Multichannel Customer Experience Self service Advertising 75