Eptica

SEPTEMBER 16, 2016

And 73% said if they had received better live/in-person customer service it might have had an impact on their decision to switch. The digital switchover These findings back up the conclusions of another Accenture study, Digital Disconnect in Customer Engagement , which questions the idea that digital-only customers are the most profitable.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

COPC

JUNE 24, 2024

However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. Well-implemented SSTs can significantly enhance customer experiences and reduce the need for multichannel interactions.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

Eptica

OCTOBER 6, 2015

The figures are based on a combination of complaints made to the Citizens Advice Customer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Service. In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

NOVEMBER 4, 2015

The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. Mismatch with customer expectations As well as research with retailers themselves, the Study also asked 1,000 consumers how long they were willing to wait for answers on popular channels. Ironically, the question they were asked concerned next day deliveries!

Customer Service 76

Customer Service Multichannel Self service Advertising 76

Eptica

SEPTEMBER 18, 2015

The study also found a direct correlation between above average service and above average growth. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Food retailers that scored 1% above the sector average delivered sales growth of 5.5%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

OCTOBER 26, 2015

They value speed and usability, so it is vital that you provide these – answer emails and social media messages quickly, while ensuring that information can be found online through self-service systems. Don’t make customers change channels unnecessarily by ensuring that you deliver joined-up, multichannel service.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

VocalCom

OCTOBER 24, 2017

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Integrate self-service with your omnichannel strategy.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Eptica

MARCH 21, 2019

9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study. The study found that the key to creating trust is to simply to do what customers expect of you. On the face of it, the findings paint a positive picture.

Multichannel 80

Multichannel Banking Self service Surveys 80

Eptica

SEPTEMBER 10, 2015

Further research from McKinsey discovered that, even with the advantages of digital channels, many consumers still use analog channels such as the telephone for customer service. In a study of European telecoms companies 3% of consumers used a digital channel for customer service – half the number that called.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019. Published on: January 15, 2020.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

OCTOBER 26, 2016

Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? The Importance of multichannel Call centers have now evolved to become contact centers that handle communications across a growing number of channels.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Self-service can be a win-win for agents and customers.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Vonage

FEBRUARY 23, 2017

Poor customer service costs business billions annually. During our study into serial switchers, we discovered the collective price paid by businesses that don’t nail their customer service totals $62 billion per year. If consumers are not happy with the service you provide, they usually don’t think twice about switching.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

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

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options. Many people like the idea of self-service, as it can save time and effort. So what does this mean for your brand?

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Eptica

MAY 6, 2020

Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks. The study tested the brands’ ability to answer routine customer questions via the web, email, Twitter, Facebook, and chat. In 2020, things improved slightly.

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

SEPTEMBER 21, 2016

Be truly multichannel Traditionally, insurance was a paper and telephone based industry, but the pervasiveness of digital technology in daily life, has dramatically changed consumer expectations. To find out how they are currently performing, Eptica is currently studying the multichannel service offered by 100 leading US insurers.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Eptica

MARCH 31, 2016

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries. Self-service is an attractive channel to both the public and businesses.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

VocalCom

FEBRUARY 12, 2018

A recent study by Conduent, which surveyed customers in the U.S. This statistic is hardly unique, as many studies reveal the same sentiment. The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. Enable self-service.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Noble Systems

JULY 8, 2019

In reality, many businesses provide some level of multichannel communications, but siloed systems are still the norm. According to studies conducted by Frost & Sullivan, customers will interact with companies on an average of nine different channels. In fact, studies estimate that approximately 70% of callers are put on hold.

Interactive Voice Response 73

Interactive Voice Response Contact Center Multichannel Scripts 73

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?

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

AUGUST 3, 2016

Author: Pauline Ashenden Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? Chat is expected to become more mainstream , while social media is forecast to become an increasingly popular channel for customer service. Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

AUGUST 26, 2015

The study uncovered four key findings concerning multichannel, social media, video chat and ease of use: 1. Multichannel 91% of Chinese consumers, 86% of those from Indonesia and 84% of Singaporean respondents, believed that organizations should always offer different channels to meet their needs. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

SharpenCX

AUGUST 5, 2020

It’s why people flock to channels like self-service and chat when it’s easy for them. Companies with clunky, multichannel experiences still see an overwhelming amount of customers using voice over their fresh, new channels like Twitter and text. Your customers follow the path of least resistance.

Self service 76

Self service Multichannel Contact Center Scripts 76

Eptica

APRIL 29, 2016

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service. Part of a larger, multi-sector study of 100 major UK brands, it repeats research that has been carried out over the past five years. In 2015 just half gave accurate answers.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. The key benefits of omnichannel customer service.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Aspect

OCTOBER 18, 2018

There are several studies that show the impact of customer experience on both customer acquisition and retention. A study conducted by Bain & Company in association with professors from the Harvard Business School found that just a five percent increase in customer retention rates increased profits by 25 to 95 percent.

Multichannel 48

Multichannel Self service Chatbots Contact Center 48

Eptica

JUNE 29, 2016

The latest Eptica Multichannel Customer Experience Study , which assessed 100 leading UK companies on the accuracy and speed of response in answering routine customer service questions, found a worrying lack of consistency across different channels (email, twitter, Facebook and web chat). Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Finance Self service 50

Eptica

MARCH 26, 2020

While some findings may be unsurprising, others underline how essential it is to fine - tune customer service channel strategies so they align closely with the needs of different groups. 35-44-year olds 35-34-year olds are the least likely to turn to websites or self - service to find information from brands.

Best practices 72

Best practices Self service Multichannel Customer Service 72

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. You can download the full Study (in French) here , but these are the top five conclusions: 1.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Kayako

SEPTEMBER 28, 2022

Provide consistency with a daily schedule for the internal customer service desk. Equip your internal customer service reps with the right tools. Provide self-service support options; we’ll cover this below. Are you curious to see technology in action for improving internal customer service?

Technology 62

Technology Customer Service Multichannel Self service 62

Eptica

JANUARY 6, 2016

The importance of empathy to customer service interactions As companies move from providing basic customer service to engaging with customers, the emphasis has shifted from simply answering queries to going further and building a stronger relationship between the consumer and the brand. To find out more click here.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50