Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. It is therefore imperative that company websites and mobile apps use location as part of the experience they deliver – there’s no point providing opening hours for a store that is miles away from the user, for example.

Mobile Customer Service 72

Mobile Customer Service Customer Service Social Media 2016 72

Kayako

SEPTEMBER 20, 2018

Provide Tailored Services . In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. Do Not Neglect Mobile Customer Service . However, with B2B sales, it becomes slightly more complicated.

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Natalie Petouhof

FEBRUARY 22, 2016

The rise of “digital-first” approaches to customer engagement has opened the door for consumer engagement at any point in the customer journey. Thanks to the widespread adoption of smartphones, mobile self-service is on the rise and growing in popularity. This will advancing mobile self-service and engagement.

Customer Service 40

Customer Service Customer Experience Omnichannel Customer Engagement 40

Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Contact Center 20

Contact Center 2015 Customer Journey Multi-Channel 20

Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Contact Center 20

Contact Center 2015 Customer Journey Multi-Channel 20

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. knew they needed to create an intuitive mobile customer service experience.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. knew they needed to create an intuitive mobile customer service experience.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72