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Sam Fernandez
Managing Partner
Doreen Lakhan
Contact Center Team Leader
Grace Heny
Alwi Ilham Maulana
Customer Experience Specialist

Article : Who Is the Best in Customer Service

With so many companies providing different services, the range in quality customer service must be just as diverse. We wanted to know which industry sectors provided great service and which ones were poor, so we asked industry professionals for their opinions.

- a survey by Joss Jalbert,

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Whilst there will be certain industries that stand out, I think you have ambassadors in every industry sector and others that will fail miserably. The ambassadors however, will all share a common ethos, which will be the desire and passion to deliver exceptional and tailored customer service, which is shared by all within the company. The industry which best realises these objectives, in my opinion, is in the hotel and restaurant industry. The industry that under-delivers, in my opinion, is in the public transport industry."

Dale Smith
Bridge Training and Events
United Kingdom

"In my experience as a customer I do not recall the last time a company gave me a positive memerable service. Wait - I take that back and I will name them as excellent at service delivery Molton Brown."

About Bridge Training and Events

Bridge Training and Events works closely with customer focused companies to transform employees into Living Brand® Champions.
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank

"The Telco I guess. Reason being in Malaysia, people can't simple live without handphones. It has becoming the most important tools in our daily life & we do expect it to work 100% all the time. The telcos has been the 1st to realize the important of customer service & had been actively investing in Customer Service Technologies & people development to keep up with the momentum."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
Silvio Stroescu
Head of National Channels, Analytics and Support

"The banking sector has been heavily scrutinized on a global scale over the last couple of years. Majority of the banks are responding well, some even making their customer service strategy a key value driver for clients. Extended hours of operation and the introduction of new channels of interaction with clients (i.e. online chat) are prime examples of a constantly improving customer experience in the banking sector. On the other hand, government offices seem to lag most industries in terms of customer service. It appears to be more difficult to establish a service oriented culture in these areas."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.

"Telecommunications has been the sector I personally have had the most negative client experiences with in recent times. This is typically in relation to their size and the amount of people you need to speak with to have an issue resolved.

On the opposite side I found that the banking sector has truly come a long way in the past couple of years in improving and focusing on their customer service."

Teck Heng Wang
Industry Watcher
Self employed

"Spas and resorts still are the ones providing great service, this is the customer promise and an experience we pay for. No frills products and convenience shops are still the ones which provide poorer service."

Sarah Bolton
Ernst & Young
United Kingdom

"My personal experience has been very positive in the UK financial service sector. I deal with several different organisation on a daily basis and am always impressed with the pragmatic and efficient way in which my contacts are handled."

About Ernst & Young

Ernst & Young (or "EY") is one of the largest professional services firms in the world and one of the Big Four auditors, along with PricewaterhouseCoopers (PwC), Deloitte Touche Tohmatsu (Deloitte) an... (read more)
Rupert Chislett
United Kingdom

"Utilities and banks are usually highly variable. Telecoms companies usually very poor on technical and customer error issues where the chance to destroy brand is very high."

Jonathan Grant
United Kingdom

"I have had some excellent service experiences from the financial sector as it understands the importance of having customer details to hand when it is required. It is essential that when a customer calls the contact centre operative knows what has been discussed in the past and also has the right expertise to deal with any enquiry. As soon as a consumer starts being transferred to different departments and has to provide their details more than once their experience begins to decline.

One of the worst offenders for service is web based businesses. Often these companies will deliberately hide contact details to keep all interaction online and ensure that contact centre communication is kept to a minimum. This can provide bad feeling, especially when a customer needs something resolved straight away."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"The manufacturing industry are now providing great service because they have already identified that they should sub-contract their non-core business to contact centers and concentrate mostly on improving their products."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"- I think banks provide great service, the challenges they get 100 things right and it takes only one to spoil it. Most customers don't even see what they get right anymore, they just take it for granted. - Smaller one on one companies still provide a great interaction because they have to and its personal"

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
Niels Kjellerup

"Good to excellent service is provided by companies who understand how service adds value to their business model.
Bad service is provided by companies who have failed to see how service adds value to the companies future growth and profitability.
Worst service is provided by 1) Mobile Phone companies, 2) Credit Card companies, 3) Internetservice Providers and 3) IT Software companies."

Dave Thomson
European Marketing Manager
United Kingdom

"I don't think any industry stands out, but there are organizations that stand out e.g. Amazon for the ease of ordering on their website, the John Lewis Partnership for their helpful staff in store, Nationwide Building Society for their fast and efficient call center."

About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (read more)

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Check The Call Stats!

Read today's tip or listen to it on podcast.

Published: Thursday, April 29, 2010

Printer Friendly Version Printer friendly version

2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


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!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

About us - in 60 seconds!

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