In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations. In this digital world we know more and more about our customers and their needs, and successful organizations use this to deliver an improved, consistent and faster customer experience that builds customer satisfaction, loyalty and increases revenues.However, creating a ...
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...
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...
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...
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...
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...
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.
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...
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...
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...