Despite the rise of digital channels and the growth of multichannel customer service, the telephone remains vital for businesses and consumers. In fact, while customers are certainly increasing their use of online self-service resources, web chat and social, research from Forrester indicates that 73% still use the phone for customer service. However, one of the biggest issues...
Employees are at the frontline of delivering the right experience to customers. No matter how strong your processes are, customer service comes down to the people who provide it. Staff who fail to show empathy or, even worse, are rude or sound bored risk damaging your brand and hitting customer loyalty. In comparison, agents who go the extra mile, being helpful...
A research in 2014 from the Customer Satisfaction Index of Singapore (CSISG) has found that retail is the most complained-about sector in the country. According to the Index, consumer satisfaction with the overall retail sector declined significantly, dropping by 3.5%
Fast access to the right information, in the right form, is an essential part of delivering excellent customer service. Whether it is through self-service systems on the web, or providing agents on the phone, email, social media or chat channels with consistent and accurate information, knowledge is the cornerstone of a successful customer experience.A company’s knowledge base...
In a previous post I looked at the biggest frustrations amongst UK consumers when they dealt with brands through digital channels such as email or social media. Research carried out by Epticahighlighted that a lack of understanding and a failure to acknowledge their feelings were not just holding back engagement, but actively causing consumers to switch supplier.The E...
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...