Monthly Archives

June 2015

10 Omnichannel Statistics You Need to Know

By | Omnichannel, Statistics | No Comments

Have you ever reached out to customer service on one channel, gotten frustrated because things are going nowhere, and switched to another channel? Then, are you increasingly exasperated when you find out you have to start your conversation over?

Yeah, so are we.

Luckily, this type of customer experience can be avoided by companies that take an omnichannel approach. Despite its association with marketing and retail, omnichannel can be applied to customer service as well. Omnichannel service means bringing various channels together in a more integrated and consistent way, drawing on past interactions and customer data to create a seamless service experience. In fact, over 90% of customers expect this kind of experience from companies.

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OneReach Crafts Unique Campaign With Stella Artois

By | Big Ideas, IVR, News, Use Cases, Voice | No Comments

Are you ready to say bonjour to the simple life? Stella Artois thinks so.

OneReach recently collaborated with Stella Artois, ad agency Mother New York and production company Stopp to create a unique user experience for Stella Artois web visitors. To promote their Hamptons Picnic Properties sweepstakes, Stella Artois provided users with an interactive experience where users could chat with brand ambassador Le Président before entering to win the competition.

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What Can You Do to Kickstart Your Self-Service?

By | Automation, Integration, Self-Service | No Comments

Today’s customer service is becoming increasingly digital—35% of interactions now take place on digital channels. In response, more and more businesses are providing support across a variety of digital channels, including but not limited to SMS, social media, and web chat. And while the use of these channels is growing rapidly, the use of digital self-service channels isn’t far behind.

Case in point: In 2011, Gartner predicted over 85% of the customer experience would be managed without a human by 2020. The industry is certainly trending in this direction—Forrester found that self-service usage increased from 67% in 2012 to 76% in 2014. If we follow Forrester’s trajectory, by the end of 2016 self-service usage could reach 84% penetration, meaning Gartner’s prediction might come even sooner than realized. But let’s take a look at where self-service is now.

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