Knoah

MAY 23, 2017

Multichannel customer support and consumer electronics go hand in hand. In a world driven by consumers who use multiple devices and channels throughout their shopper journeys, multichannel experiences are the name of the game. However, the reality is that all industries must work toward multichannel customer support.

Multichannel 48

Multichannel Customer Support Call Center Customer Care 48

Global Response

FEBRUARY 13, 2022

Case study: improve sales by 25% with streamlined customer support. The post What is a multichannel contact center? In addition, having a multi-channel contact center streamlines customer contact, giving you the ability to communicate with customers with consistent branding and messaging, no matter how they get in touch.

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

The Northridge Group

APRIL 15, 2024

There are copious amounts of data and studies that show a common trend, as employee experience improves the customer experience improves as well. In a recent market study published by Contact Center Week, it was revealed that more than 80% of contact center leaders think it will take 6 months or more to cultivate these skill sets.

Technology 137

Technology Brand ambassadors Contact Center Multichannel 137

NICE inContact

FEBRUARY 3, 2020

Personalised, multichannel service is no longer a perk; it’s what customers expect. Now more than ever, personalised customer experiences are key to success. However, you may not realise that personalisation is central to the success of your contact centre agents too.

Multichannel 62

Multichannel Customer Experience 62

Eptica

OCTOBER 4, 2017

Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Tags: multichannel customer service, Public sector, NHS, self-service, Knowledge base, knowledgebase Categories: News. Published on: October 06, 2017. Delivering the highest levels of service efficiently is at the heart of its strategy.

Multichannel 48

Multichannel Customer Service Self service Customer Experience 48

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Multichannel 76

Multichannel Customer centricity Sales Management 76

Fonolo

MARCH 19, 2019

A study by J.D. A study by IBM found that negative sentiment towards utility companies was very prevalent on social media. A study by American Express showed that 78% of customers have chosen not to make an intended purchase due to a poor customer service experience.

Technology 106

Technology Customer Service Multichannel Healthcare 106

Eptica

OCTOBER 7, 2016

To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. Lack of multichannel service frustrates consumers Consumers want the flexibility to make contact on the most convenient channel for their needs and circumstances. Share this page on: Tweet.

Multichannel 79

Multichannel Contact Center Best practices Customer Experience 79

Eptica

SEPTEMBER 9, 2015

The 2015 Eptica Multichannel Customer Experience Study found that 81% of UK brands were on the network, yet only 41% provided a successful response to a basic customer service question sent to their corporate Twitter handle. Equally, it can be used to see how you are viewed by consumers, both over time or compared to competitors.

Customer Service 97

Customer Service Multichannel B2C Banking 97

Eptica

SEPTEMBER 10, 2015

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

SEPTEMBER 30, 2015

Unfortunately the study, which involved 10,177 consumers evaluating 272 brands, mirrors other research. The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

OCTOBER 26, 2015

This isn’t always the case – the 2015 Eptica Multichannel Customer Experience Study found that just 11% of companies delivered the same or similar answers through multiple channels. 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

JustCall

DECEMBER 12, 2022

Multichannel call center software Cold calling solutions Predictive dialer Call script builder Quality management Heightened fault tolerance ACD routing and call queues Online monitoring with call barging and call whispering Inbound and outbound IVR Multichannel auto dialing campaigns Advanced historical reporting 24/7 support.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

Eptica

OCTOBER 24, 2018

For example, 77% want to chat with a human when they have less straightforward requests, according to the Eptica Chat Study. Be at ease with AI and multichannel The old barriers between different channels are breaking down, so agents today need to be able to work across multiple channels to focus on the customer.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Callminer

OCTOBER 11, 2018

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. Studies show that people are much more likely to answer the call when they see a familiar number.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CSM Magazine

JULY 24, 2015

Multichannel Support – Complex for Companies, Confusing for Customers. Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices. Customers are interacting with companies via a range of devices, including smartphones and tablets.

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

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

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

OCTOBER 16, 2015

The study polled nearly 14,000 European consumers, asking them to measure and rank 203 brands. Financial services organizations topped the charts, echoing the results of the 2015 Eptica UK Multichannel Customer Experience Study , where banks scored highest for web service. By contrast 1% of US organizations met this criteria.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

SEPTEMBER 16, 2016

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. These studies show that companies need to find a balance, based on the different strengths of digital and traditional channels.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

Eptica

OCTOBER 19, 2016

Author: Chris Eideh Earlier this month, we published the 2016 Eptica Insurance Multichannel Customer Experience Study , which evaluated how insurers in the US, across ten sectors are meeting the challenge of new digital channels for customer service. Published on: October 19, 2016. What lessons can you learn from their best practice?

Multichannel 75

Multichannel Government Best practices Technology 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

JANUARY 15, 2020

Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. The Eptica Digital Consumer Trust Study found that just 46% of brands send an email acknowledgement to confirm they have received a message - and just 28% give an expected time of reply.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

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

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

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

SEPTEMBER 10, 2015

In a study of European telecoms companies 3% of consumers used a digital channel for customer service – half the number that called. 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. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

OCTOBER 6, 2015

In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. Utilities therefore need to look at how they can speed up answering these digital interactions – one took 91 hours to respond to a tweet in the Eptica study for example. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

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

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

Eptica

OCTOBER 28, 2016

It deployed Eptica’s software to provide multilingual, multichannel customer service, including across the chat channel. You can read more about L’Occitane’s use of chat in this case study. Share this page on: Tweet.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Eptica

OCTOBER 26, 2016

The resulting UK Contact Centre Decision-Makers' Guide 2016 is a comprehensive study of all aspects of the contact center industry including performance, operations, technology and HR. 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

Vonage

FEBRUARY 23, 2017

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. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect more today than a year ago.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

Eptica

NOVEMBER 14, 2016

As part of the recent Eptica Insurance Multichannel Customer Experience Study , 100 leading U.S. Showing that even the best sectors have areas for improvement, pet insurance (which topped the overall Eptica study), successfully responded to just one query on Twitter – even though eight companies offered the channel.

Customer Service 68

Customer Service Multichannel Service level Customer Experience 68