Mobile application, website, visual IVR, or even Chatbot; there are plenty of digital tools available to support banking organisations delivering customer relationship management. However, how can they derive business benefit from these new tools without compromising their customer base? A study conducted by Eptica on the subject of customer experience in 2017 found worryingly that… Continue reading Banks: improve the customer experience by increased use of digital technology?
Whatever stage of digital maturity your company has reached, your customer service team will find itself facing a major challenge, namely the customer experience. It is not only frustrating for the customer, but also for the business to deal with customer queries, knowing that incoming calls cost the business on average EUR 5-12. However, a… Continue reading Customer experience meets your Contact page before any others
Because building up a customer loyalty – now volatile – costs 5 times less than acquiring a new one, companies have realized the importance of changing and animating the relationship with their customers. While (usually!) they master their outbound contact process via loyalty programs and calculated sollicitations, the sensitive time is still the moment when… Continue reading The Visual-IVR: breaking the silos of customer care
In order to offer a more seamless customer experience, the norm currently seems to be automating the means by which clients contact a business. Today, according to a study carried out by Forrester, 83% of customers still use the telephone to contact a business. In the future, the challenge is to leverage this channel to… Continue reading How to sell a Visual IVR to your boss?
What can be better than to focus on events dedicated to customer relationship management and the improvement of the customer experience. Here is a selection of the 7 events you should not miss: 1. Salon Stratégie Clients Twitter: @strategiec Website: www.strategieclients.com Dates: 10-12 April 2018 Location: Porte de Versailles, Paris Format: Stands, conferences, round-table events… Continue reading The top 7 Contact Centre events in France
Companies currently in the throes of implementing digital transformation, are battling with telephony and digital departments, which in the past, worked in silos with conflicting strategies. However, these two departments had shared objectives and had to rely on existing technology.Chatbots and a greater take-up of artificial intelligence, offer these two departments a new opportunity of… Continue reading How does Messenger interface with a visual IVR?
What is self-care? Times are changing and we are no longer obliged to make a phone call to get assistance (to check the progress of a claim, change account details, or further information etc.). Nowadays, the customer can address a number of issues using different access channels into the company : mobile apps, FAQs, customer… Continue reading How to calculate self-care rate?
Insurance companies are facing an ever-more competitive marketplace as a result of several factors (a growing number of products, new players who are 100% digital, and the French consumer protection legislation known as Hamon’s Law). At the same time, customers have completely integrated digital technology into their purchasing techniques on a daily basis. Customer relationship… Continue reading Visual IVR for insurance: three use cases
With $ 1.7 billion revenues in 2017, 75,000 employees in 22 countries, and more than 146 contact centers, Acticall-Sitel is today a key player in integrated business services and customer relations. Leader in sectors such as customer experience, digital technology, and training, the group founded in 1994 by Arnaud de Lacoste, Laurent Uberti and Olivier… Continue reading Arnaud de Lacoste – Acticall: Building a digital transformation
The Salon Stratégie Clients will take place in Paris at the Porte de Versailles. The Salon Stratégie Clients has agreed to let one of the leading vehicle glass repair companies present its findings: Carglass. The workshop has agreed to let Carglass share the results of a Dial Once evaluation. The biggest challenge for Carglass: arranging… Continue reading Carglass: Digitisation of incoming and outgoing phone calls