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WHAT ARE THE FACTORS AFFECTING CHANNEL CHOICE? In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to understand what channels your customers are likely touse most.
WHY CUSTOMER SERVICE IS STILL VITAL IN THE SUPERMARKET The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest.As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop in smaller, local THE IMPACT OF THE INTERNET OF THINGS ON CUSTOMER SERVICE The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone. Whether operating at a personal level through wearables, within electrical CUSTOMER SERVICE EXPECTATIONS Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. DELIVER ON YOUR CUSTOMER PROMISES, OR ELSE… Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises. WHAT’S THE STATE OF EUROPEAN CUSTOMER SERVICE? Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? 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). EPTICA | CONVERSATIONAL DIGITAL CX PLATFORM POWERED BY AISERVICESCUSTOMERSRESOURCESBLOGEMAILCHAT Trusted by leading Brands and organisations. From banking, insurance, retail, tourism to the public sector, organisations trust Eptica, an Enghouse Company to manage effectively their customer conversations. TRANSFORMING CUSTOMER EXPERIENCE IN LOCAL AUTHORITIES The public sector faces three key challenges, particularly when it comes to customer experience. Firstly, in an age of austerity, there is growing pressure on resources, meaning THE 7 COMPONENTS OF SUPERIOR SELF-SERVICE SYSTEMS We live in a world where time is of the essence, and everyone is trying to cram more and more into their lives.This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. For example, online consumers don’t want to break off from what they WHY A CONSISTENT CUSTOMER EXPERIENCE IS SO IMPORTANT (AND Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to their customer service questions, whenever a consumer makes contact and whatever channel they choose. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of thecurrent crisis.
WHAT ARE THE FACTORS AFFECTING CHANNEL CHOICE? In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to understand what channels your customers are likely touse most.
WHY CUSTOMER SERVICE IS STILL VITAL IN THE SUPERMARKET The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest.As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop in smaller, local THE IMPACT OF THE INTERNET OF THINGS ON CUSTOMER SERVICE The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone. Whether operating at a personal level through wearables, within electrical CUSTOMER SERVICE EXPECTATIONS Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. DELIVER ON YOUR CUSTOMER PROMISES, OR ELSE… Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises. WHAT’S THE STATE OF EUROPEAN CUSTOMER SERVICE? Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? 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). DELIVERING EXCELLENT CUSTOMER SERVICE AT THE MOMENTS THAT Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships. THE IMPACT OF THE INTERNET OF THINGS ON CUSTOMER SERVICE The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone. Whether operating at a personal level through wearables, within electrical THE IMPORTANCE OF THE AGENT USER EXPERIENCE TO DELIVERING Contact centre agents are at the front line of providing customer service, acting as the public face of an organisation. It is therefore critical to give them the training, tools and information they need to deliver a superior and joined-up customer experience. DELIVER ON YOUR CUSTOMER PROMISES, OR ELSE… Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises. HOW TO MAKE CUSTOMER EXPERIENCE IMPROVEMENT A CONTINUOUS Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. The customer experience should be improved constantly, otherwise even once leading companies will simply fall behind their competitors and customers will move elsewhere. WHICH SECTORS DO CONSUMERS TRUST MOST FOR CX? If you don't build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue. According to our 2019 Digital Trust study, over three quarters (79%) of consumers said they would move away from a supplier if they lose trust in them. Our survey of 1,000 consumers in the UK also reveals that the level of trust people have in different types of organization THE IMPORTANCE OF UNDERSTANDING LANGUAGE IN CUSTOMER People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. And this is before you factor in abbreviations ordialect!
WHY SURVEYS AREN’T ENOUGH FOR VOICE OF THE CUSTOMER Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs that seek to collect and act on customer insight. For example, recent Eptica research found that 70% of brands have some sort of VoC program in place. MAKING CALL CENTRES MULTICHANNEL When customer service became formalised into a specific department the primary channels were the telephone and post. Hence staff were organised in a call centre, as a large part of their job was answering telephone calls, along with responding to letters from customers. MAINTAINING CUSTOMER SERVICE LEVELS AT THE BUSIEST TIMES One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying 'we are experiencing high call volumes at present, please hang up and try later'. Frustration can boil over into anger if they receive the same message on numerous occasions, particularly if it includes the advice to check the company website for information that EPTICA | CONVERSATIONAL DIGITAL CX PLATFORM POWERED BY AISERVICESCUSTOMERSRESOURCESBLOGEMAILCHAT Trusted by leading Brands and organisations. From banking, insurance, retail, tourism to the public sector, organisations trust Eptica, an Enghouse Company to manage effectively their customer conversations. TRANSFORMING CUSTOMER EXPERIENCE IN LOCAL AUTHORITIES The public sector faces three key challenges, particularly when it comes to customer experience. Firstly, in an age of austerity, there is growing pressure on resources, meaning it needs to become more efficient continually. VECKO | ENGHOUSE INTERACTIVE EPTICA vecko is a multichannel solution which easily integrates with all conversational platforms and feedback programmes.; vecko collects the complete voice of the customer, analysing customer conversations in real-time as well as brand-administered feedback: chat, WHAT ARE THE FACTORS AFFECTING CHANNEL CHOICE? In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to understand what channels your customers are likely touse most.
THE IMPACT OF THE INTERNET OF THINGS ON CUSTOMER SERVICE The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone. Whether operating at a personal level through wearables, within electrical HOW TO MAKE CUSTOMER EXPERIENCE IMPROVEMENT A CONTINUOUS Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. The customer experience should be improved constantly, otherwise even once leading companies will simply fall behind their competitors and customers will move elsewhere. WHY CUSTOMER SERVICE IS STILL VITAL IN THE SUPERMARKET The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest.As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop in smaller, local THE IMPORTANCE OF UNDERSTANDING LANGUAGE IN CUSTOMER People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. And this is before you factor in abbreviations ordialect!
CUSTOMER SERVICE EXPECTATIONS Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. 3 WAYS OF REDUCING CUSTOMER QUERY VOLUMES Consumers are sending an increasing number of questions to companies, across more and more channels. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback, threatens to EPTICA | CONVERSATIONAL DIGITAL CX PLATFORM POWERED BY AISERVICESCUSTOMERSRESOURCESBLOGEMAILCHAT Trusted by leading Brands and organisations. From banking, insurance, retail, tourism to the public sector, organisations trust Eptica, an Enghouse Company to manage effectively their customer conversations. TRANSFORMING CUSTOMER EXPERIENCE IN LOCAL AUTHORITIES The public sector faces three key challenges, particularly when it comes to customer experience. Firstly, in an age of austerity, there is growing pressure on resources, meaning it needs to become more efficient continually. VECKO | ENGHOUSE INTERACTIVE EPTICA vecko is a multichannel solution which easily integrates with all conversational platforms and feedback programmes.; vecko collects the complete voice of the customer, analysing customer conversations in real-time as well as brand-administered feedback: chat, WHAT ARE THE FACTORS AFFECTING CHANNEL CHOICE? In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to understand what channels your customers are likely touse most.
THE IMPACT OF THE INTERNET OF THINGS ON CUSTOMER SERVICE The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone. Whether operating at a personal level through wearables, within electrical HOW TO MAKE CUSTOMER EXPERIENCE IMPROVEMENT A CONTINUOUS Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. The customer experience should be improved constantly, otherwise even once leading companies will simply fall behind their competitors and customers will move elsewhere. WHY CUSTOMER SERVICE IS STILL VITAL IN THE SUPERMARKET The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest.As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop in smaller, local THE IMPORTANCE OF UNDERSTANDING LANGUAGE IN CUSTOMER People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. And this is before you factor in abbreviations ordialect!
CUSTOMER SERVICE EXPECTATIONS Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. 3 WAYS OF REDUCING CUSTOMER QUERY VOLUMES Consumers are sending an increasing number of questions to companies, across more and more channels. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback, threatens to WHAT IS A CUSTOMER HUB? AND WHY DO YOU NEED ONE The benefits of the customer hub Companies that have adopted a customer hub-style approach have seen major benefits. General Motors created a social media centre of excellence that brought together experts from sales, marketing and service.Subsequently, response times to customers that engaged with GM over social channels dropped dramatically from 24 hours to just 1.5, despite nothing else SUCCESSFULLY MANAGING THE SHIFT TO HYBRID WORKING The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce – how do they ensure they are providing the right environment to attract and retain staff? WHY CUSTOMER SERVICE IS STILL VITAL IN THE SUPERMARKET The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest.As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop in smaller, local HOW DO CUSTOMERS REALLY WANT TO BE CONTACTED? The problems behind this approach are highlighted in some new research from data specialist Acxiom, which compared actual consumer contact preferences with how marketers thought they’d like to be reached.Some of the differences were startling – 25% of marketers felt that existing customers would be happy being contacted by text, but only 9% of consumers felt it was appropriate. HOW TO HANDLE CUSTOMER SERVICE COMPLAINTS ON SOCIAL MEDIA Social media has radically changed the relationship between brands and consumers.Today customers increasingly expect companies to quickly answer questions and queries via social networks such as Twitter and Facebook. Additionally, they are accustomed to leaving feedback through reviews sites such as TripAdvisor and Yelp.In fact, a J.D. Power study found that two thirds of customers who DELIVER ON YOUR CUSTOMER PROMISES, OR ELSE… Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises. WHICH SECTORS DO CONSUMERS TRUST MOST FOR CX? If you don't build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue. According to our 2019 Digital Trust study, over three quarters (79%) of consumers said they would move away from a supplier if they lose trust in them. Our survey of 1,000 consumers in the UK also reveals that the level of trust people have in different types of organization THE IMPORTANCE OF TRUST TO THE CUSTOMER EXPERIENCE When asked why they choose to do business with a particular organization, consumers give a variety of reasons, from price and ease of the buying process, to simply having the product that they want in stock. However, one factor that is common to all purchasing decisions is trust. Trust that the company will live up to its promises, provide the product or service it specified and not let the MAKING CALL CENTRES MULTICHANNEL When customer service became formalised into a specific department the primary channels were the telephone and post. Hence staff were organised in a call centre, as a large part of their job was answering telephone calls, along with responding to letters from customers. HOW A CX MATURITY MODEL CAN TRANSFORM YOUR EXPERIENCE Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Analysis from Forrester bears this out – it found that revenues from CX leaders grew 14% faster on average when compared to CX laggards.Jump to Navigation
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2020 DIGITAL CUSTOMER EXPERIENCE STUDY We evaluated UK businesses on their performance at answering questions via self-service, email, social media, and chat...Download Study
THE IMPORTANCE OF AGILE KNOWLEDGE This new guide explains how to successfully deliver agile knowledge in the current crisis, and beyondDownload Guide
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2020 DIGITAL CUSTOMER EXPERIENCE STUDY We evaluated UK businesses on their performance at answering questions via self-service, email, social media, and chat...Download Study
THE IMPORTANCE OF AGILE KNOWLEDGE This new guide explains how to successfully deliver agile knowledge in the current crisis, and beyondDownload Guide
SELF-SERVICE | CASE STUDY How Montblanc is using Eptica Self-Service to empower customersDownload your copy
2020 DIGITAL CUSTOMER EXPERIENCE STUDY We evaluated UK businesses on their performance at answering questions via self-service, email, social media, and chat...Download Study
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