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Industry Research : Research Points to ‘Knowledge Gap’ Between Consumers and UK Brands

#contactcenterworld, @EpticaUK

Part of the 2018 Eptica Knowledge Management Study, found that consumers have rising expectations. 88% want brands to be more transparent and provide more in-depth information, while nearly two thirds (65%) say their questions are more detailed, compared to five years ago. Yet on average 86% are unhappy with the responses they receive across channels.

Successfully managing knowledge and delivering fast, consistent answers is central to the customer experience, brand reputation and bottom line revenues. When combined with artificial intelligence and Natural Language Processing (NLP), centralised knowledge supports the introduction of chatbots, underpins self-service on websites and empowers agents when responding to consumers.

Lack of knowledge when answering customers hurts businesses, but being able to provide accurate answers drives loyalty. 84% of consumers said they’d switch to a rival if a company website did not provide the right information, while 94% of consumers say that receiving a high quality, personalised response makes them more likely to buy from that company again.

"The power of knowledge has never been more important to brands, it is essential for deploying artificial intelligence and Natural Language Processing to automate customer engagement as well as to empower agents," said Olivier Njamfa, CEO and Co-Founder, Eptica. "As our research shows, not meeting customer expectations will directly impact your bottom line. Companies need to take a holistic approach to customer service knowledge, using AI to make their knowledge work for them, ensuring that consumers get the right answers, whether via self-service, a chatbot, or even the phone."

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

With websites often the first point of call for information, consumers want to be able to find answers quickly and with minimum effort. Over nine in ten (91%) become frustrated if they cannot rapidly find an answer online. 90% want to be able to find the answer without searching through multiple locations or leaving the page they are on to find it, showing the need for effective web self-service solutions. 65% of consumers say they’ll pick up the phone if they can’t get an online answer, adding to their frustration, and also increasing costs for the brand.

The research found that failing to deliver fast, accurate answers impacts companies in five ways:

  • 22% of consumers across all channels said that they would switch to a rival, losing immediate and future revenues.

  • 23% repeated their question on the same channel, adding to the volume of queries and pushing up costs

  • 30% would switch to more expensive channels, particularly those that involve agents (such as email and the phone)"

  • Just 14% said they’d continue on their journey, but that their view of the company would be damaged

  • 16% would complain to the company, with 6% complaining on social media, again damaging brand reputation

#contactcenterworld, @EpticaUK


About Eptica:
Company LogoEptica is a provider of e-crm software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with their clients, suppliers or partners via the Internet.
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Today's Tip of the Day - Auto Attendant Options

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

Published: Monday, August 6, 2018

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2022 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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