Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.
Increased competition and ever more demanding consumers mean that organizations across the Asia Pacific region need to focus on continually improving the customer experience that they offer. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Jeff Rajeck, APAC research analyst at Econsultancy, recently published...
Web chat is growing rapidly in popularity with studies consistently showing that this service is highly valued by customers. For example, a 2013 survey by eConsultancy found that web chat had the highest satisfaction levels for any customer service channel, scoring 73%, compared with 61% for email and 44% for phone. Speed (79%) and efficiency (46%) were the top reasons given for its popularity. A ...
Online retail is becoming ever more competitive, meaning that for retailers the experience and service they provide for their customers is crucial to winning and retaining business.So new research from Experian should act as a wake-up call to ecommerce companies. It found that an estimated £1.02bn of online shopping transactions were abandoned by UK consumers in 2011, with 20% giving up on t...