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 have […]
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 […]
Visual IVR for insurance: three use cases
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 […]