Banks: improve the customer experience by increased use of digital technology?

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?

Customer experience meets your Contact page before any others

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

The Visual-IVR: breaking the silos of customer care

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

How to sell a Visual IVR to your boss?

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?

The top 7 Contact Centre events in France

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

How to calculate self-care rate?

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?

Digitising phone calls : the win-win gamble over customer relationships

Delivering quality service is a key challenge for all those involved in customer relationship management. However, this observation is crying in vain in contact centres : wait times are getting longer, call centre agents have less and less time to deal with incoming call requests and quality is getting worse. 67 % of French people… Continue reading Digitising phone calls : the win-win gamble over customer relationships