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On the Verge: France’s Improving Customer Service - Teleperformance - ContactCenterWorld.com Blog

On the Verge: France’s Improving Customer Service

France has become one of the major economic players in the European market. Through the years, France has shown its strength, its economy becoming the fifth largest in the world. Analysis of the country’s markets reveals how one-fifth of the Euro’s GDP is from France, with a large chunk of its economy coming from the services sector.

As France’s economy continues to soar, therein lies a challenge—how to handle the need to satisfy its customers through customer service. Nowadays, French customers have all the tools and all the technology to purchase goods and contact their brands’ customer service to inquire, to address, or to fix their issues. The more they spend, the more they expect to have better and smoother interactions with customer service.

The Teleperformance Customer Experience Lab (CX Lab) continues to share their insights through the annual Global CX Survey. In their survey that focused on France, the numbers have shown an increase in customer service satisfaction among the country’s consumers in 2017. Several sectors, including Hotels, OTAs, Online Food and Beverage, Credit Card, and Personal Care were among the industries that received increased positive marks from respondents when asked about their satisfaction with customer service. Compared to 2016, these improvements provide a more optimistic view for France, where exceptional customer service continues to be a challenge.

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While it’s still a long way to go, small improvements can always go a long way. Based on the Global CX survey on France, effective communication, listening ability, and an agent’s empathy are three key drivers in attaining customer service satisfaction. Brands and businesses who want to make a difference and stand out from their competition must focus on these customer service factors in order to provide seamless and exceptional customer journeys.

To learn more about our services and how we can help you elevate your customers’ experience, contact us today!

Source: https://teleperformanceblog.com/customer-experience/on-the-verge-frances-improving-customer-service/

Publish Date: May 29, 2018


2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020
The World of Retail is a Ground for Innovative CXFebruary 11, 2020
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Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020
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