UK Large business & public sector
Customers aren’t as loyal as they used to be. They’d rather trust a friend’s comment on Facebook than a glossy advertisement. So any loyalty a brand can generate matters less and less.
In our recent research, Autonomous customer 2013, 78 per cent expect customer service from the old, established, respected brands’ to match the new players’. Nearly half thought that blind loyalty was a thing of the past. It’s all about what happens here and now. [Read more...]
Is the phone dead? Not yet, but gone are the days where contact centres revolved around calls. We’ve been looking at the benefits of using webchat alongside the traditional call in our new research, It’s good to chat: Webchat and the contact centre. And we found call centre agents can be more efficient when they’re able to multi-task.
Webchat does three things for the advisor: [Read more...]
When someone wants to get hold of you, they don’t really care how they do it. Whether it’s the phone, webcam or online, they just want to know there’s someone helpful on the other end.
In fact, half of the people we surveyed in Autonomous customer 2013 said they continually change how they contact an organisation. And 55 per cent would be interested in having their questions answered through a video chat. [Read more...]
Rome wasn’t built in a day — but once it got up and running, my goodness, didn’t it do well.
It ruled one of the largest empires the world had ever seen and gave the world cities, language and legend that we still cling to after 2,000 years. [Read more...]
You’re destined to fail if you ignore the power of the forum. Yes, they don’t tend to be all that nice to look at. But your customers are using them to talk about you behind your back
So why are they so powerful? Three things: [Read more...]
Over the last few years the world has seen huge changes. The global recession has reshaped the ways organisations around the world can operate, and in the same way new technologies have revolutionised the way we get things done, and helped us come up with powerful answers to the challenges faced in a tumultuous economic environment.
Because nothing is certain, and it’s impossible to guarantee what the future holds, flexibility is increasingly one of the most valuable assets you posses. [Read more...]
Cloud based contact centres are revolutionising the way organisations work, becoming integral not only to CRM, but also an organisations’ ability to manage its growth without over stretching itself; its ability to stay operational in the face to unforeseen events like freak weather or natural disasters; and the ability of its staff to work from anywhere — including having contact centre agents networked from home or on the road, staying operational and efficient from anywhere.
In the unbalanced economy cloud contact centres are also giving organisations a level of security — the ability to scale up their operations to meet demand without the worry of over commitment if growth stalls. They offer organisations stability in a turbulent world; stability through adaptability, which is an invaluable commodity these days. [Read more...]
We’ve recently written a white paper on social media, Serving the social customer. How to look good on the social dance floor. It highlighted three things that could and should affect what you do on social media.
1. Facebook is the ‘friendliest’ of the social media channels
It’s where we all go to interact with our friends and family, it’s not really where we go to seek out brands and speak to them. But when we do, we tend to be nice about it. Out of the 2,986 interactions we looked at in our study, the highest proportion of compliments was on Facebook (out of Twitter, Facebook, forums and YouTube). [Read more...]
The option to self serve is increasingly creeping into our lives. What started with pick ‘n’ mix soon moved on to those checkout systems in supermarket aisles. And now as we find ourselves more connected than ever — with phones, tablets and computers offering an incredible range of functionality and consumer expectation — self service is taking off in a big way.
Just think of any holidays you’ve booked online, or even online shopping, which is essentially a self service function. And then there’s self service as a problem solving option, where we interact with the companies we deal with via a range of devices, making complaints or resolving issues. [Read more...]
Most of the time when you look at something from a different perspective you’ll be surprised how the story changes. But not with Webchat.
In our study, It’s Good to Chat: Webchat and the Contact Centre, we found that if you use instant messaging everybody tells the same story. That they like it. Call centre agents prefer it to voice calls. Customers find it easier to use. Businesses save money. [Read more...]
