Email customer service may not be new, but it remains popular. According to the ContactBabel UK Contact Centre Decision-Makers’ Guide, it is the most used digital channel and accounts for 16.5% of all interactions – second only to the telephone. Therefore, businesses must prioritise delivering efficient, effective customer service to cater for the people who prefer to use this channel….
Understanding customer needs is central to delivering the service and experience they demand. But new research from Enghouse demonstrates a worrying disconnect between what customers actually want and what companies think they want. This customer experience gap could lead organisations to invest in the wrong areas, in turn, letting customers down and driving them into the arms of competitors. The…
Consumers now have an ever-widening range of channels for interacting with companies. That puts the onus on companies to offer a consistent, high quality service across all of them. But what is driving channel choice in customer service and how can they resource channels effectively and efficiently? Getting the right balance has to start by understanding your customers. How, why…
As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Running since 2008, the ICS’s twice-yearly…
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