Delivering a superior customer experience can now be extremely complex for companies. Consumers want to use multiple channels, and expect to be able to switch between them seamlessly on the customer journey, while still receiving the same high level of fast, consistent service, personalized to their needs. At the same time the number of incoming interactions is growing rapidly, particularly on dig...
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 to use most. There are a number of factors to take into...
New research from Ombudsman Services has found that retail is the most complained-about sector in the UK. According to the organization’s Consumer Action Monitor there were 18.5 million complaints to retailers in 2014, 28% of the UK’s total, split evenly between online and in-store transactions. Retail was far ahead of telecoms (15%) and energy (11%), when it came to attracting co...
The rise of internet and digital channels has radically changed how people research and buy insurance. It’s now extremely simple for consumers to shop around and get online quotes before renewing their policies – especially since the rise of price comparison websites.
Last week Google updated its search algorithm, rewarding mobile-friendly sites with higher rankings in search results. This is a further demonstration that we’re reaching a tipping point when it comes to how consumers interact with brands digitally. In fact, eMarketer estimates that this year UK adults will spend more time every day (2 hours 26 minutes) with their mobile devices, s...
Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships. However there is a growing gap between the two sides, according to new Eptica research.
In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a...
Retailers face growing market challenges. Despite the UK climbing out of recession, consumer confidence is still fragile and likely to remain so in the face of a number of uncertainties on the horizon; a potential hung parliament, eurozone worries and interest rate rises. It’s not surprising that shoppers are still price sensitive, and are happy to move to rivals.
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 contacted...
Delivering superior customer service is an increasing challenge for all. Companies need to cover more and more channels while meeting continually growing demands from consumers, often with no corresponding increase in budgets. No wonder that the temptation can be to re-allocate scarce resources away from traditional channels such as email in order to focus more heavily on the likes of social media...