PUBLISHED: 09:05 05 July 2018 | UPDATED: 09:05 05 July 2018 Amazon came top in the biannual customer satisfaction survey. Picture : ANTONY KELLY An institute measuring customer satisfaction across UK businesses has warned the more difficult retail environment will make customer service more important in the coming years. Amazon retained its place as the top organisation for customer satisfaction in the UK in the UK Customer Satisfaction Index, published by the Institute of Customer Service. Meanwhile Iceland beat Aldi and Waitrose to be named the highest performing food retailer for the first time – the only food retailer to make it into the top 10 after climbing 26 places in the last six months. The top spot when to US tech giant Amazon for the sixth consecutive time in the biannual survey with a score if 86.7 points out of 100, just ahead of John Lewis on 86.5 and Next and Yorkshire Bank, both on 86.1. The banking sector performed better than ever before, reaching a score … [Read more...] about These are the top UK brands for customer service – including a Norwich name
Customer service amazon
Analyst firm Gartner’s latest 2018 Magic Quadrant for infrastructure as a Service (IaaS) shows some rapid consolidation in the cloud space. Whilst there is no shift at the top of the market with Amazon Web Services and Microsoft Azure still leading, Gartner has omitted more than half of the vendors it covered last year on grounds that customers now demand more than just rented servers and storage.Whilst this is interesting in itself, more intriguing is what’s behind the decision. Customers apparently now have high expectations from their cloud IaaS providers. They demand market-leading technical capabilities, according to Gartner with “a depth and breadth of features, along with high availability, performance and security.” They also, crucially, expect management rather than simply ‘hardware’ infrastructure features. In other words, they demand service. A worrying trend At Cogeco Peer 1 we recently conducted a study among … [Read more...] about Consolidation is inevitable, but customer service is still king
Good morning, this lovely Tuesday wherever you are. Once again, I have the distinct honor to introduce Brent Leary, CRM, conversational interface, social thought leader. His diverse interests are legion and he articulately writes about all of them and has become a recognized expert in multiple domains. Here is the second of his "Voices Carry" column on conversational interfaces. You'll being seeing this most every Tuesday until he decides he doesn't want to do it here anymore. ______________________________________What will customer service look like in 2025?I was asked this question as part of a great panel taking place at PegaWorld in Las Vegas. I was honored to join the following group of experts for this cool session: Mike Asebrook - Director Product Marketing, Pegasystems Ben Barton - Team Lead, Expert Customer Service Consultant, Pegasystems Leslie Dickens - Vice President, Corporate & Product Strategy, NASCOAnd if that weren't cool enough, the moderator was the guy … [Read more...] about Alexa, what will customer service look like in 2025?
AUSTIN, Texas--(BUSINESS WIRE)--May 11, 2018--ShippingEasy, the leading provider of cloud-based shipping, inventory management, and customer marketing solutions for e-commerce sellers of all sizes, has won the All-Star Service Team of the Year – Small Business Award presented by the National Customer Service Association (NCSA).The All-Star Awards recognize organizations that consistently provide outstanding service to all of their customers. ShippingEasy was heralded for not only their unique customer service, but for living their mission and values, and regularly going above and beyond the normal service expectations, as well.“One of the key factors in ShippingEasy’s evolution into a one-solution e-commerce hub for order management, fulfillment, shipping, inventory management, and email marketing is world-class customer service,” said Katie May, ShippingEasy’s CEO. “We fully support our customers with trained experts across a broad e-commerce … [Read more...] about ShippingEasy Named 2018 Top Small Business for Customer Service
NAB subsidiary UBank has released details of ‘RoboBrain’, a new cognitive assistant based on IBM’s Watson platform. The online-only bank said that RoboBrain was being used by its customer service team to rapidly respond to customer enquiries.UBank said the virtual assistant provides “one stop, one screen” access to data spread across a number of knowledge bases. The bank’s phone and LiveChat staff can use natural language queries to find answers to thousands of questions. Example queries that can be answered by RoboBrain include “What was the interest rate in June 2011?” and “How do I set up a regular transfer?” The new service came online earlier this month, UBank said. The bank said that already it had been used to speed up processes by more than 40 per cent of its employees, cutting average search time by a third. “We’ve already seen some great results from RoboBrain, through faster response times and … [Read more...] about UBank debuts Watson-based ‘RoboBrain’ for customer service staff