New interaction channels create opportunities and risks for customer service operations, but one thing remains: the primacy of the phone. Recently, there’s been small deluge of research in the area of customer service channels. Mobile, social media and instant messaging are disruptive technologies in the industry. From a consumer perspective, more choice is not always […]
Une étude récente révèle une forte demande de la part des consommateurs aux Etats-Unis et en Europe pour que les appels enregistrés lors des échanges téléphoniques avec le service clients, puissent être mis à disposition et utilisés par les clients eux-mêmes. Les consommateurs considèrent que l’accès à l’enregistrement de leurs échanges téléphoniques est un service […]
A new survey shows strong demand for access to customer care call recordings from consumers in the USA and Europe. Frustrated by poor service levels, most consumers say they would like their service providers to offer the option to access call recordings as a standard feature. When asked why they would like access to call […]
A method for recording telephone conversations has been successfully patented in the United States by ServeMeBest. The newly patented innovation is central to the technology developed by ServeMeBest at its research centre in Germany. Patent 8,582,731 describes a new method for callers to securely record calls with service providers, and to administer their recorded calls. […]
Qu’est-ce-qui agace le plus les clients ? Alors que toutes les études récentes mettent l’accent sur la qualité insuffisante des services clients, le cabinet Accenture, dans l’édition 2013 de son enquête annuelle Global Consumer Pulse Research 2013 , révèle les principales causes de frustrations des consommateurs lors de leurs expériences avec les services clients. Des […]
CONSUMER FRUSTRATION IS RISING Getting poor quality customer service is common, but what annoys consumers the most? The 2013 Global Consumer Research report by Accenture does some delving. Top of the frustration charts was the need to contact a company multiple times to get their issue addressed. Being put on hold for a long time […]
SWITCHING ECONOMY New research by Accenture highlights how poor service is causing consumers to switch providers on a huge scale, estimating “$5.9 trillion of revenues at play, with $1.4 trillion in North America alone”. The research shows: In all industry sectors, there is a decline in key customer experience metrics, including overall satisfaction, intent to purchase […]
Pour la première fois, les entreprises et les organisations françaises peuvent proposer à leurs clients d’avoir accès et de conserver les enregistrements de leurs appels téléphoniques, offrant ainsi un nouveau niveau de transparence dans la relation client. ServeMeBest annonce qu’il a confié à Valmaison la distribution exclusive de son service pour la France. Pour la […]
For the first time, French organizations can share call recordings with their callers, bringing a new level of customer service transparency. ServeMeBest announced that it had appointed Valmaison as its exclusive reseller in France. For the young technology company, this marks its first expansion in Europe outside of Germany. Valmaison will immediately offer the full […]
