Delivering the best possible customer experience requires a combination of focused strategy, well-trained staff, a customer-facing culture, robust processes and the technology to underpin the end-to-end customer journey.Strong, well-implemented systems that are straightforward for agents to use are vital. But in a market where customer service technology can mean anything from a standalone Twitter...
Delivering the best customer experience has never been more critical to business success. And it has never been more complex. The growth in the number of channels involved, increasing customer impatience, greater competition and a need to be able to scale are amongst the factors that organisations have to take into account when designing the best experience for their customers.Much of the customer...
Customers are demanding better service through more and more channels. And they have no patience for roadblocks on the customer journey. According to Forrester 34% give up or go to a competitor after an unsuccessful website experience. Those that do persist tend to switch to your most expensive contact channels – nearly half (49%) of those that couldn’t find information online either c...
There’s a lot of talk about the need to provide consumers with a superior customer experience. But how do organisations begin to implement a customer experience programme, who should be in charge and how does it differ from existing customer service activities?Eptica’s own research has highlighted a pressing need to improve the customer experience. The 2012 Eptica Multichannel Customer...
As we’re now well into January, commentators are releasing a growing number of predictions for the customer service market in 2013.The latest is from industry analysts Forrester. While its full trend report will be published later in the month, it has released a sneak preview of where it sees the customer service industry going this year.Essentially it revolves around three areas:The need to...
In an era where organisations are looking to reduce expenditures wherever they can, it is vital that they don’t make cuts that actually lead to increased costs – or cause valuable customers to take their business elsewhere.This is particularly true when it comes to customer service – after all it is easy to believe that cutting corners in the contact centre won’t affect how...
Companies have been talking about getting the customer experience right for many years, but 2012 could be the year that companies move from paying lip service to the customer experience to actually putting in place a strategy and action plan to improve it. That’s the view of analyst Forrester in its 2012 Customer Experience Predictions. Customer expectations of how they are treated are ...
Most organisations today have a multi-channel strategy, allowing customers to contact them by email, phone, the web, branch and increasingly social media. Ensuring that you can respond to them via the channel of their choice is a key part of delivering high levels of customer service. After all, if you begin a conversation on email you don’t want to be forced to call the contact centre ...