Eptica

SEPTEMBER 16, 2016

It found that you need to deliver high levels of service on all channels if you want to win and retain customers. According to the eleventh annual Accenture Global Consumer Pulse Survey , 71% of British consumers prefer dealing with human beings (rather than technology) when looking for advice. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

NobelBiz

MAY 5, 2025

Flexibility Over Force: Forcing users into chatbots or self-service paths without escape routes leads to frustration and lost trust. How Companies Define It Most companies translate digital-first into: reduce calls, automate everything, push self-service. Track your support handoffs and survey feedback.

Chatbots 40

Chatbots Self service Multichannel Call Center 40

Eptica

SEPTEMBER 10, 2015

Apple has realized this, with a clear focus on service, particularly within Apple Stores , which provide a high quality experience, helpful staff and a focus on ensuring that customers get the best from their technology. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Multichannel 76

Multichannel Customer Service Banking Self service 76

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?

Omni-channel support 48

Omni-channel support Customer Experience Customer Service Multi-channel support 48

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? To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. Reading through the results, six key conclusions stand out: 1.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

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

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

SEPTEMBER 28, 2015

It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals. Respondents to the survey ranked the top six objectives in the following order, with the most important first. 18% say they outsource some operations.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

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

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

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Here are five reasons. Collect Important Support Data.

Multichannel 72

Multichannel Customer Experience Brand ambassadors CRM 72

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

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. If you’re ready to discuss the best survey software for your company, skip this article and click here to contact our team.

Surveys 48

Surveys Enterprise B2B Analytics 48

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Tags: Customer Service, Customer experience, Eptica, Which?,

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

ProProfs Blog

AUGUST 19, 2020

As a leading Customer Experience SaaS company, ProProfs offers a wide range of tools like Help Desk (Email Management), Live Chat, and Knowledge Base that will collectively take your support operations from single channel to multichannel. . You can use the ProProfs Knowledge Base to create a self-service portal that offers 24/7 instant help.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat. Share this page on: Tweet.

Multichannel 80

Multichannel Banking Self service Surveys 80

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

VocalCom

APRIL 29, 2019

When designing great customer experiences, every brand should think about its self-service. Here are five rules for creating self-service options that truly benefit your customers. Self-service usually indicates the absence of human agents, but there are times when human intervention may be necessary.

Self service 48

Self service Interactive Voice Response Contact center software Chatbots 48

Upstream Works

DECEMBER 16, 2020

Part of that language is the expectation for digital self-service options, like AI-powered chat bots. Digital customers use and expect multichannel engagement for customer service. CX leaders must recognize that digital customers are enabled and empowered in ways that analog technologies cannot fully address.

Journey mapping 78

Journey mapping Multichannel Contact Center Self service 78

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Here are five reasons. Collect Important Support Data.

Multichannel 63

Multichannel Customer Experience Brand ambassadors CRM 63

UJET

DECEMBER 10, 2019

By setting queue rules, less urgent issues can be redirected and resolved through self-service options. Use a Multichannel Support Platform. Mobile devices are the primary way many consumers shop, book travel, or request on-demand services. High priority issues will connect with agents.

Customer Support 84

Customer Support Multichannel Wait times Interactive Voice Response 84

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. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Noble Systems

JULY 8, 2019

In reality, many businesses provide some level of multichannel communications, but siloed systems are still the norm. In fact, 70% of those recently surveyed in a Frost & Sullivan report indicated that the number of voice calls has increased. It’s also one of the contact center’s biggest challenges.

Interactive Voice Response 73

Interactive Voice Response Contact Center Multichannel Scripts 73

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

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? On both sides of the Atlantic more of the Contact Babel survey sample think live telephony customer service call volumes will reduce rather than increase. Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

Eptica

JANUARY 19, 2017

This is already being shown in consumer surveys , leading to the Institute of Service Excellence at the Singapore Management University to call for companies to adapt to meet changing customer expectations, whatever industry they operate in. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

VocalCom

FEBRUARY 12, 2018

A recent study by Conduent, which surveyed customers in the U.S. The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. Enable self-service. Is your company providing a great digital experience?

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Eptica

AUGUST 26, 2015

A recent survey from BT and Avaya demonstrates the rising expectations of APAC consumers , which are far ahead of their peers in Europe and the United States. The study uncovered four key findings concerning multichannel, social media, video chat and ease of use: 1. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

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 findings clearly reveal how many banks are still struggling with becoming truly multichannel, at a time when this is becoming increasingly important.

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

FEBRUARY 2, 2016

The industry survey suggests that while digital channels currently account for over 35% of all contact center interactions they will overtake voice based interactions in two years’ if current trends continue. We live in a multichannel world with increasingly demanding customers across more and more channels.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

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

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. Unlike their small business counterparts, these solutions are equipped with advanced functionalities tailored to meet the needs of enterprise environments. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Eptica

JULY 8, 2016

So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

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. So, the survey data around omnichannel is incomplete.

Self service 76

Self service Multichannel Contact Center Scripts 76

Aspect

OCTOBER 18, 2018

One important insight is that multichannel engagement is inevitable. Today, more than 75 percent of Asia-Pacific customers regularly go online or try self-service channels as their first method of issue resolution. Less than 10 percent of customers surveyed feel that businesses consistently meet their expectations.

Multichannel 48

Multichannel Self service Chatbots Contact Center 48