Blog

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...

Narrowing the gap between US and UK customer experience

Published on: May 27, 2016
Author: Derek Lewis

Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors.By comparing this data with previous research in the UK, KPMG Nunwood found that not only did US consumers...

Mapping digital transformation in customer experience

Published on: May 25, 2016
Author: Pauline Ashenden - Demand Generation Manager

In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. How do they choose their priorities and ensure that they meet both customer needs and that they gain buy-in from the board?The Global State of Customer Experience 2016, a new research report from the CX Network, provides some interesting insight into what is...

Meeting the needs of contact center agents

Published on: May 18, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...

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...

Insurers struggling to connect with customer service

Published on: April 29, 2016
Author: Neil Cox - Account Manager

The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In order to enable these meaningful...

Comparing the customer experience in the UK and France

Published on: April 27, 2016
Author: Olivier Njamfa - CEO & Co-Founder

We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged...

Chatbots and customer service

Published on: April 22, 2016
Author: Eptica

People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response. Ten years ago if you experienced poor service in a store you’d have to wait to get home ...

Hanging on for telecoms customer service

Published on: April 18, 2016
Author: Pauline Ashenden - Demand Generation Manager

According to UK industry regulator Ofcom, customer experience is improving across the sector. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. The only sector where issues grew was pay monthly mobile, where the average rose to 10 complaints per 100,000 customers, from 8 in the previous quarter. While there were spikes in issues...

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