Presented by Helpshift It’s a real statistic, and it’s damning: 38 percent of consumers would rather clean a toilet than contact your customer service center. Customers just want their problems solved — and want them solved without being thoroughly inconvenienced by real-time conversation that involves waiting on hold, getting transferred between … [Read more...] about 6 ways messaging fixes what customers hate about customer service
Grow financial customer service
A force for good or for bad? In recent years there has been a lot of debate around the impact that technological innovation is having on our lives; and by now we have become used to the convenience that technology provides - from never getting lost thanks to Google Maps, to keeping in touch with far-flung family over Skype. This has inevitably had an impact on the … [Read more...] about How are innovative technologies transforming customer service?
The implementation of GDPR has brought a step-change in how companies approach data, but what would you argue is the primary principle of GDPR?“One key principle GDPR establishes is accountability. It is up to the organisation that needs personal data for purpose, referred to as the data controller under GDPR, to ensure enforcement of the privacy principles not only … [Read more...] about GDPR: Enabling businesses to liberate their data and enhance customer services
Vulnerable customers are hard to define, hard to legislate for and even harder to identify. This is reflected in much of the diagnosis and provision targeting vulnerability in the financial sector. Consequently, a company’s responsibility to ensure appropriate levels of care for their vulnerable customers has become a high priority for the Financial Conduct Authority … [Read more...] about Spotting vulnerable customers – How quality assurance can help
Presented by LogMeIn We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, companies across industries are beginning to recognize CX as a key … [Read more...] about Resetting the bar for customer experience