Fonolo

NOVEMBER 28, 2019

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. in an effort to shave time from its customer service call volumes. in an effort to shave time from its customer service call volumes.

Customer Service 75

Customer Service Airlines Self service Call Center 75

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. This shift to a mobile first world has a big impact on the customer experience and customer service. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect?

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. The result?

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5

Multichannel 50

Multichannel Customer Service Airlines CRM 50

Eptica

JUNE 8, 2016

At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

OCTOBER 30, 2015

Competition and choice Clearly, the easier it is for a consumer to switch from your company, the better your customer experience needs to be if you are to win their loyalty. So sectors where there is a lot of choice, such as retail, restaurants, and airlines, have invested heavily in customer experience.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Source: Multichannel Merchant.

Customer Service 51

Customer Service Benchmark Multichannel Airlines 51

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). One had significantly higher customer experience scores than the other, and this correlated with higher revenues in four out of five sectors.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

VocalCom

FEBRUARY 5, 2018

Customers expect honesty at all times. Indeed, many of the customer service scandals that have occurred recently have been due to companies withholding information or failing to show empathy for customers. The airline industry has also suffered setbacks due to mistreatment of passengers and poor communication.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

APRIL 9, 2018

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT. Customer-centric companies are now mining journey insights.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

REVE Chat Blog

FEBRUARY 26, 2020

Acquiring a new customer can cost five times more than retaining an existing customer. How you maintain good customer relationships, determines your customer loyalty. By fulfilling the customers demand for high levels of customer service you can boost inform their level of satisfaction.

CRM 104

CRM Feedback Personalization Education 104

Eptica

MAY 29, 2019

In comparison, banks and airlines were both voted as most trusted by 3% of those surveyed. Retailers are not enabling multichannel conversations Performance varies considerably between channels, with a definite bias towards the web. Tags: retail, Customer experience, CX, Customer Service, trust, Eptica, chat.

Banking 56

Banking Multichannel Airlines Best practices 56

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 45

Customer Service Chatbots Customer centricity Customer Care 45

CSM Magazine

APRIL 26, 2018

Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. The benefits of offering this level of service are clear.

Banking 40

Banking Multichannel Airlines Sales 40

Livepro

JULY 17, 2018

His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government.

Transportation 40

Transportation Government Multichannel Consulting 40

VocalCom

OCTOBER 22, 2018

For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Airlines might send information about upcoming flights and offer early check-in. By anticipating your customers’ needs, you can ensure that they never miss an important deadline or event.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

VocalCom

APRIL 16, 2018

One way to do this is by featuring images of people with whom your customers can identify. An airline, for example, might send out a survey that inquires about different points along the customer’s travel journey. Language should be clear and catchy. Lastly, content should always be relevant.

Surveys 48

Surveys Contact center software Airlines Contact Center 48

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. For brands, it’s not about being multichannel any more, it’s about being channel agnostic.

Multichannel 28

Multichannel Airlines CRM Advertising 28

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Need : Customer service software, sales tools, omnichannel software, live chat software.

CRM 57

CRM Enterprise SaaS Marketing 57

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. Artificial intelligence has the ability to transform the customer feedback survey into a context-aware instrument for customer engagement. I love being ignored.”.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

JivoChat

APRIL 1, 2021

These automated messages have long been a common feature of email responders, helping customers know when someone was out of the office. As personalization is key, businesses have turned to chatbots , leaning on artificial intelligence to help create more customized experiences for their audiences.

Chatbots 52

Chatbots Personalization Multichannel Best practices 52