Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Comm100

JANUARY 14, 2016

Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 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.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. percent of contact center analytics found data improves customer service agent performance. Using digital surveys is another way to garner valuable feedback.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Customer Bliss

MAY 3, 2017

In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. 81 percent of customers today will use self-service channels first before reaching out to a company Click To Tweet.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Based on my experience working with contact centers, I can recommend these five areas to help improve handling times: 1. Again, this saves time without impacting the service provided.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JUNE 3, 2016

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. 50% said they wanted to be contacted by companies through a chat app , with 53% giving faster problem resolution as the number one reason for using the channel.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JULY 6, 2016

Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

FEBRUARY 5, 2016

Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. This requires a new mindset in many companies as they realize that achieving customer service success is a journey, rather than a box that can be ticked.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. The rise of social media and increasingly demanding customers has changed all of this. These are: 1.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

Social Media 48

Social Media Sports Contact Center CRM 48

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Many companies spend a lot of time on demographically profiling their customers , but mixing the generations in the same household blurs the lines between the expectations of different age groups.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. After all, it is very easy for people to equate customer service solely with complaints, whereas a growing number of interactions are from consumers sharing their thanks or praising a company, particularly on social media.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. Here are some essential online conveniences your customers now expect your company to deliver. billion in 2015 to $27.05 Mobile Friendliness.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. This extends to the service that customers expect.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Author: Pauline Ashenden Consumers are sending an increasing number of questions to companies , across more and more channels. Share this page on: Tweet.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48

Eptica

JUNE 8, 2016

Missing connections on email and social media The performance on email was particularly poor with just 30% of companies that were included in the study responding with successful answers, and an average reply time of over 44 hours. Turning to social media things were not much better. Share this page on: Tweet.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016. At the same time consumers want a personalized service.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. That is over 5x longer on average.

Retail 48

Retail Self Service Customer Experience Social Media 48

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

MARCH 18, 2016

The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving. Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Providing an excellent customer experience is a journey, and new research from Forrester has found that many European companies are just getting started on customer experience improvement.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. Today, the company has several hundred customer service agents leveraging the platform, and together they collect thousands of comments and responses from customers every week. ” —Marc Lore, Founder of Jet.com and CEO of Walmart.com.

Connections 40

Connections Social Media Contact Center Feedback 40

Talkdesk

DECEMBER 18, 2017

Other times it means interacting with customers through digital channels such as web chat, social media, mobile messaging and email. Edison Research found that 42% of customers who reach out via social media expect a response within an hour and 34% expect a response within 30 minutes. Customers want replies ASAP.

Social Media 40

Social Media Contact Center Omni-Channel Chatbots 40

Eptica

APRIL 26, 2016

This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. To combat this, and to improve their own performance, companies should look at what they can learn from overseas rivals in their sector.

Self Service 48

Self Service Customer Experience Social Media Contact Center 48

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. Today, the company has several hundred customer service agents leveraging the platform, and together they collect thousands of comments and responses from customers every week. ” —Marc Lore, Founder of Jet.com and CEO of Walmart.com.

Connections 40

Connections Social Media Contact Center Feedback 40

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day. But these four emotions and strategies are key ways to engage new customers in 2016.

Consumers 60

Consumers Marketing Advertising Hotels 60

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. So as a company you need to work harder to avoid negative customer experiences at all costs. So how can companies ensure they are emotionally engaging with customers? Share this page on: Tweet.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. ’, which found that nearly a third (31%) of consumers ranked companies failing to acknowledge upset or anger as a major issue that caused them to switch to rivals. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Avaya

JUNE 21, 2016

According to Gartner, it is expected that by the end of this year, 90% of companies will be competing on customer experience. Experience in contact center deployment. Ten years ago, we did not have web chat, smart phone apps or social media. That number was just 36% less than five years ago.

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

Eptica

JUNE 24, 2016

Happier customers are more loyal, will spend more and recommend your company to their friends. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance).

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. It was enormous – the company wanted to charge me $73,295.44 And this was without sharing my complaint on social media, where it would have potentially reached many thousands more. for just 7 days service!

System 48

System Net Promoter Score Contact Center NPS 48