Overcoming the knowledge challenges in customer experience

Published on: June 22, 2016
Author: Dharmesh Ghedia

In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations. In this digital world we know more and more about our customers and their needs, and successful organizations use this to deliver an improved, consistent and faster customer experience that builds customer satisfaction, loyalty and increases revenues.However, creating a ...

The 7 components of superior self-service systems

Published on: June 14, 2016
Author: Jaco Mare - Senior Technical Consultant

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...

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...

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...

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...

Chatbots and customer service

Published on: April 22, 2016
Author: Eptica

People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response. Ten years ago if you experienced poor service in a store you’d have to wait to get home ...

Websites lead the way for UK customer service

Published on: March 31, 2016
Author: Dharmesh Ghedia

With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study, the good news is that most companies understand

The importance of emotion to successful customer experiences

Published on: March 16, 2016
Author: Neil Cox - Account Manager

At heart, humans are social beings. This has a major impact on every interaction we have with the people around us. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Take visiting the grocery store, if the cashier was extremely helpful, asked about your day and took time to show that...

How good are UK brands at email customer service?

Published on: March 11, 2016
Author: Derek Lewis

Forrester recently reported that 69% of people still want to contact companies through email. However, UK brands are struggling to cope with the emails they receive, with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study.Email volumes are increasing year-on-year, and in some sectors (such as retail), email makes up30% of...

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...

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