Best Practice

Adding emotion to the customer experience

Published on: June 10, 2016
Author: Pauline Ashenden - Demand Generation Manager

Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. For example, it is quite possible that a company could solve a consumer’s issue, but that the customer needs to expend so much effort to achieve it, or that the process feels so complex, that they are...

Customer service in a mobile-first world

Published on: June 03, 2016
Author: Steve Nattress

For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and...

What is holding back chat in customer service?

Published on: June 01, 2016
Author: Neil Cox - Account Manager

Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.Research indicates that millennials in particular are very comfortable using chat for customer service from...

Meeting the needs of contact center agents

Published on: May 18, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...

Moving off the customer service treadmill

Published on: May 11, 2016
Author: Eptica

At a time when brands face an increasing volume of customer service interactions, across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want. It can feel like they are running on a treadmill with the pace continually being ramped up, increasing the likelihood that they’ll be catapulted off the end before to...

Knowledge – the jewel in the customer service crown

Published on: May 04, 2016
Author: Pauline Ashenden - Demand Generation Manager

At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service. For example, Forrester found that 55% of US adults say they are likely to abandon their online purchase if they can’t find a quick answer to their question. The same applies within the contact center – if they are to solve customer queries over the telephone...

Hanging on for telecoms customer service

Published on: April 18, 2016
Author: Pauline Ashenden - Demand Generation Manager

According to UK industry regulator Ofcom, customer experience is improving across the sector. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. The only sector where issues grew was pay monthly mobile, where the average rose to 10 complaints per 100,000 customers, from 8 in the previous quarter. While there were spikes in issues...

Bridging the gap between purchase and service

Published on: March 23, 2016
Author: Chris Eideh - North American Sales Executive

For the majority of us, buying something that we really want gives us an emotional buzz. Whether it is a car, TV, clothes or even something as small as a book or new headphones, getting our hands on a new purchase makes us happy. Consequently, companies across all industries try extremely hard to make the buying process as simple, straightforward and engaging as possible. As we know...

The importance of integrating Twitter into customer service

Published on: March 09, 2016
Author: Dharmesh Ghedia

The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5 times over the past two years, and that 80% of some company’s inbound social media customer service requests come through Twitter.However, resourcing customer service over Twitter can be difficult...

Why it is time to focus on the customer service journey, not just the touchpoints

Published on: February 23, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed. It is easy to see why businesses focus on making every interaction as seamless and high quality as possible.However, a new report by consultants McKinsey points out the downsides of focusing solely on individual touchpoints rather than also...

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