Reducing customer struggle

Why online businesses still need call centres

Driven by growing multichannel interactions with their customers, many businesses are moving away from call centres in favour of social media and virtual help centres to deal with customer complaints and queries.

The thought is that customers engaging with lower cost channels should be supported through siloed touch points and diverted away from higher cost call centres.

However, the power of the call centre shouldn’t be understated.

Data-driven customer experience is tough to copy

Great customer experience is one of the hardest things for your competitors to copy.

A strategy of continuous improvement can offer clear differentiation from competitors.

However, it’s only when we measure what customers are actually seeing and doing when they are interacting with our digital channels, that we can understand where they might have issues or unmet needs. 

Companies struggling with mobile optimisation: report

Though almost three quarters of companies are planning to ramp up their spending on mobile channels this year, the complexities of providing an excellent customer experience on mobile is a challenge.

Two out of five companies surveyed said that delivering customer experiences on mobile is harder than on the web.

Our Reducing Customer Struggle 2013 report, produced in association with IBM Tealeaf, looks at these issues in more detail.

Here are a few highlights from the report…

Understanding online customer experience: four key trends

Mobile is becoming a focal point as companies invest more time in understanding the multichannel customer experience, according to research published today. 

The second annual Reducing Customer Struggle report, published by Econsultancy in association with Tealeaf, looks in detail at the extent to which companies understand the overall online customer experience across online and offline channels and the approaches or types of technology they use to identify and address issues.

The reseach has found that companies still have a limited understanding of the mobile user experience. 

The study is based on a global online survey of almost 500 business professionals working for companies involved in e-commerce and online business. The survey was conducted in March and April of this year. Here’s an overview of some of the key trends we found from this year’s research.