Knowledge base

Transforming the customer experience in 5 steps

Published on: June 17, 2016
Author: Pauline Ashenden - Demand Generation Manager

Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. One of the key points raised is that while senior managers now understand the importance of customer experience, many are unsure...

The 7 components of superior self-service systems

Published on: June 14, 2016
Author: Jaco Mare - Senior Technical Consultant

We live in a world where time is of the essence, and everyone is trying to cram more and more into their lives. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. For example, online consumers don’t want to break...

What is holding back chat in customer service?

Published on: June 01, 2016
Author: Neil Cox - Account Manager

Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.Research indicates that millennials in particular are very comfortable using chat for customer service from...

Moving off the customer service treadmill

Published on: May 11, 2016
Author: Eptica

At a time when brands face an increasing volume of customer service interactions, across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want. It can feel like they are running on a treadmill with the pace continually being ramped up, increasing the likelihood that they’ll be catapulted off the end before to...

Knowledge – the jewel in the customer service crown

Published on: May 04, 2016
Author: Pauline Ashenden - Demand Generation Manager

At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service. For example, Forrester found that 55% of US adults say they are likely to abandon their online purchase if they can’t find a quick answer to their question. The same applies within the contact center – if they are to solve customer queries over the telephone...

Transforming insurance customer service: Ageas Retail Intermediary

Published on: February 19, 2016
Author: Derek Lewis

For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience.

5 key customer service skills – and how technology can help improve them

Published on: November 06, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Even with the rise of self-service options, for the majority of channels (email, social media, chat, phone, face to face) the experience created by the people you employ is crucial to the success or failure of the customer relationship. Gartner predicts...

6 ways of delivering successful knowledge management projects

Published on: October 28, 2015
Author: Dharmesh Ghedia

In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on. Delivering consistent, accurate and compliant answers is at the heart of delivering the excellent customer service that they require, meaning that knowledge management has moved center stage...

The rise of the customer hub

Published on: October 14, 2015
Author: Derek Lewis

At a time when customer experience is becoming everyone’s job, it is vital that organizations break down any internal barriers that disrupt the customer journey. Only by working together,across departments, will customers receive the right levels of service and consequently remain loyal to a business.However, many companies remain organized in a traditional departmental...

How to prevent utility customer service delivering a shock

Published on: October 06, 2015
Author: Eptica

Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. The top performing utility (SSE) received just 47 complaints per 100,000 customers, yet another had 944 – over 20 times more. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015.

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