Customer Engagement

UK government embraces multichannel

Published on: March 11, 2015
Author: Lloyd Buxton - Business Development

Customer service is critical for organisations across every industry. Consumers are now demanding the same high levels of service, whatever type of company they are dealing with. This means that they expect a utility or bank to provide a similar experience to a retailer – and are not shy at complaining if they don’t receive the service they want.This equally applies to the public secto...

Making the travel customer service journey seamless

Published on: March 06, 2015
Author: Derek Lewis

As an industry, the travel sector has been radically changed by the internet. More and more journeys, whether by air or rail, are booked online, and the rise of social media and review sites has provided consumers with the opportunity to give their views on the service they receive. Passengers and guests are consequently becoming more and more demanding when it comes to the customer experience.Rec...

Is the spread of self-service slowing?

Published on: February 27, 2015
Author: Dharmesh Ghedia

In 2011 Gartner predicted that by 2020, 85% of customer relationships would be run without human intervention. At the time it seemed a startling target, but in just four years self-service has become the norm for many transactions. For example, how many of us actually phone or visit a bank branch? And if we do, it tends to be just to pay in or take out money through a machine. ...

Testing multichannel customer service performance

Published on: February 25, 2015
Author: Pauline Ashenden - Demand Generation Manager

We live in a multichannel world, where customers are demanding answers to their questions through an ever-increasing range of channels. It is therefore vital that brands are able to deliver the right experience, through the consumer’s channel of choice, if they want to retain customers, deepen relationships and build a strong, well-respected brand.At the same time, organizations have to ensu...

Making it easy for customers

Published on: February 20, 2015
Author: Lloyd Buxton - Business Development

In today’s time-poor world, consumers increasingly pick who they buy from, and what channel they use, based on ease of use. This can be seen in the growth of local shopping at the expense of out of town supermarkets, as well as the rise of techniques such as Click and Collect that make it simple to pick up online purchases at a convenient location.

How to handle customer service complaints on social media

Published on: February 13, 2015
Author: Pauline Ashenden - Demand Generation Manager

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...

5 ways knowledge management can transform your customer service

Published on: February 10, 2015
Author: Steve Nattress

If you ask consumers to list their main issues with poor customer service then receiving inaccurate, incomplete or plain wrong answers are normally at or near the top. Whatever channel they contact you through; consumers want a response that shows you understand their query and an answer that solves their problem. However, contacting a company can often resemble a lucky dip, with consumers re...

The continuing rise of self-service

Published on: February 04, 2015
Author: Dharmesh Ghedia

In a world that continues to get busier, customers increasingly value convenience and speed when interacting with companies. Whether it is buying from a local shop because it is easier than getting in the car and driving to an out of town supermarket, or banking via a smartphone or tablet, people want a seamless experience that minimizes the time they need to spend on activities.

Scaling up to meet peak customer service demand

Published on: January 30, 2015
Author: Lloyd Buxton - Business Development

Digital channels bring new opportunities and challenges to retail businesses. Unlike in a physical shop it can be difficult to predict demand, making it more complex to ensure that you can scale to meet customer needs. Fail to deliver the right experience and consumers will simply move elsewhere, reducing sales and impacting profits.This is particularly true at Christmas. It may be the busiest tim...

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