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

JANUARY 15, 2020

Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Published on: January 15, 2020. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

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

OCTOBER 26, 2016

To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. 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.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

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

DECEMBER 9, 2016

To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden). Address their frustrations The biggest issue consumers reported were companies that failed to deliver on their promises, cited by 32% of survey respondents.

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

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

JustCall

DECEMBER 12, 2022

It offers multi-channel capabilities wherein you can send reminders and updates to your clients, get acknowledgments, and conduct phone surveys as part of an interactive voice-enabled process. The post Auto Dialer Software Cost – A Comparative Study appeared first on. Key Features. Key Features.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

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

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. As the name suggests, multichannel contact centers can handle customer communication across many channels. Do I need an omnichannel contact center? and solve problems quickly and effectively.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

ProProfs Blog

JUNE 26, 2020

Customer Satisfaction Survey. Customer Satisfaction Surveys are used to measure customer satisfaction with the company’s products, services, and brand experience. These surveys measure customer satisfaction scores (CSAT) that help provide valuable insights that can be used to improve your business strategies and customer retention.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

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

COPC

NOVEMBER 16, 2016

The survey results proved revealing, offering a glimpse into the customer experience of travel and hospitality consumers, including customer care, purchase preferences and behaviors, and what it means to consumers to be brand loyal. The survey results are based upon these self-selected categories. of leisure travelers. See Figure 3.

Surveys 40

Surveys Multichannel Customer Care Personalization 40

delighted

MAY 20, 2022

In an April 2022 study, we asked 251 US-based startup founders and CEOs about their top concerns and priorities for the next 6 months. Startups worldwide use Delighted to stand up multichannel NPS , Product/Market Fit , and CSAT feedback programs in minutes.

Customer Experience 93

Customer Experience Multichannel Feedback Marketing 93

Eptica

SEPTEMBER 28, 2016

This concept of the importance of memory is the central theme of the 2016 KPMG Nunwood Customer Experience Excellence study. This surveyed over 10,000 UK consumers, asking their opinions on 287 brands spread over 10 sectors. This drive saw overall ratings for empathy in the study rise by 1.5%, helping the UK score to move from 7.25

Customer Experience 60

Customer Experience Multichannel Surveys Customer Service 60

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

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

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. What Is Omnichannel Customer Experience? 90%) Not making them repeat information. (92%)

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

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. Survey data shows that customers hate repeating themselves.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

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. Over half (53%) of the companies were stuck between 40-70% successfully delivered answers.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Consistently survey your customers after important milestones, like a purchase or onboarding.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

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

Enghouse Interactive

MARCH 12, 2021

Sponsored by Enghouse Interactive and based on an in-depth survey of 233 contact centre managers and directors it is the largest and most comprehensive study of all aspects of the UK contact centre industry. The latest UK Contact Centre Decision-Makers’ Guide from Contact Babel provides detailed insights.

Multichannel 73

Multichannel Surveys Customer centricity Analytics 73

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. In the 2016 study it again grew exponentially, to 44% of brands surveyed. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

APRIL 29, 2016

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service. The Study measured them on their ability to provide answers to ten routine questions via the web as well as their speed and accuracy when responding to a question sent via email, Twitter, Facebook and web chat.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

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. A study by Coleman Parkes found that 91% of respondents would use an online knowledge base if it were available and designed to meet their needs. Personalize each experience.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Eptica

NOVEMBER 25, 2015

Retailers are multichannel, but not consistent So, how good are U.S. retailers in particular at being consistent and multichannel? retailers understand the importance of being multichannel, with 84% of those surveyed offering customer service via email, Twitter, Facebook and chat, alongside their website.

Multichannel 49

Multichannel Customer Service Automotive Finance 49

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

DECEMBER 4, 2015

Add in the 23% buying on smartphones while in store, and it demonstrates today’s multichannel retail landscape. The 2015 Eptica Retail Multichannel Customer Experience Study found serious failings in the customer experience when it came to responding to questions online, via email, Twitter, Facebook and chat.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Eptica

JUNE 7, 2017

In the 2017 Insurance Customer Conversations study 91% of consumers said that good service makes them more likely to stay loyal to insurance providers. Five key takeaways from the study are: 1. None of the insurance companies in the study were present across all four channels analyzed. New research from Eptica backs this up.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. It studied those companies ranked between 500-1000, according to turnover, by theTop500Guide.com.

Multichannel 40

Multichannel Customer Service Automotive Advertising 40

VocalCom

DECEMBER 25, 2017

According to a survey by Aspect Software, companies that adopt an omnichannel strategy achieve 91% greater year-over-year customer retention rates compared to those that do not. However, your brand can go a step further and send periodic surveys and marketing offers on these channels as well. In short, absolutely.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

Eptica

DECEMBER 1, 2015

The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook. This points to a lack of multichannel integration and a silo-based approach that is not only inefficient, but is also failing customers.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

NOVEMBER 29, 2017

These results are based on a survey of over 27,000 European consumers, who were asked for their opinions on 96 brands. These findings echo the results of the 2017 Eptica Multichannel Customer Conversation Study , which was carried out in the UK and France. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

VocalCom

JANUARY 22, 2018

According to a survey by Segment, 49% of customers have made impulse purchases upon receiving personalized recommendations. The same survey found that once customers make purchases, they tend to keep their items. They make impulsive purchases. They keep what they buy. They become loyal customers.

Personalization 90

Personalization Sales Contact center software Upselling 90

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49