ARTICLES RELATING TO CUSTOMER SERVICE

'Your call is important to us…': How chatbots can build better contact centres

2019-08-09 18:00

Telcos are being forced to reinvent service delivery, says Emmanuelle Salon.

FEATURE: Telkom has a new customer service head, so why are customers still complaining?

2018-12-25 14:22

Although Telkom appointed a new head of customer service in June this year - who promised to have a task force in place by August to resolve consumer complaints - many customers are still complaining that their complaints are not resolved, with no feedback about what is being done to help.

The creators of Fortnite came up with a clever way to protect people's accounts — and more companies should try it

2018-08-28 16:03

Not only do users win because they're getting something they want, but Epic Games also lowers the possibility of hackers, impersonators, or people otherwise trying to illegally access the game.

SEE: Which car brands are tops in customer service?

2018-08-03 12:04

Which automakers deliver great service in South Africa? Find out in the annual Ipsos automotive customer care survey.

Jozi company honoured for customer experience management

2017-10-23 18:01

Syenap, a provider of solutions for customer experience management, has been named as one of the 20 Most Promising CEM Solution Providers 2017 by CIOReview.

Friends & Friction: The fat will clog your business arteries

2017-09-24 06:00

Sadly, too many people mistake fat for growth because they confuse activity with progress, says Muzi Kuzwayo.

WATCH: Piet's Vodacom tantrum a hit on Facebook

2017-03-17 20:02

A businessman who posted a video of himself throwing a tantrum over billing issues outside a Vodacom store says he didn't know that things were going to get much worse.

Key game changers to up customer experience

2016-08-22 16:10

Customer Experience Management has matured rapidly in SA and has become a must-have for any company hoping to get ahead of the pack, says an expert.

Why inspiration is a huge challenge for business leaders

2016-08-18 06:00

The real challenge for business leaders is how they inspire others - especially their employees - in order to leverage their brands, says an expert.

INFOGRAPHIC: SA consumers demand good service

2015-10-09 16:15

South African consumers will support your brand if you deliver good service, a new study has found.

 

Capitec tops again for customer satisfaction - but it's game on for banks in 2019

2019-03-27 16:18

Capitec Bank has come out tops for the 6th year in a row in the annual Consulta SA Customer Satisfaction Index for banking.

FNB says 'tap and pin' technology at ATMs can reduce transaction time by 20 seconds

2018-11-28 06:15

FNB is rolling out 'tap and pin' technology across 100 of its ATMs, with others to be upgraded in 2019. The bank says the innovation will see transaction time reduced by 20 seconds.

SA car owners 'continue to enjoy top class sales and servicing from dealers' - report

2018-08-07 08:04

'Vehicle owners in SA continue to enjoy top-class levels of customer service for both the buying and servicing experience,' says Ipos as it reveals the results of its annual automotive customer survey. Do you agree?

How SA banks can win the customer satisfaction war

2017-11-28 06:01

These new fintech offerings are important differentiators but in order for them to succeed, banks must not neglect the basics of customer needs, writes Nic Ray.

Summit highlights customer experience trends

2017-09-26 20:12

About 500 delegates recently attended the largest customer experience management conference in Africa, which took place in Cape Town.

MultiChoice wins big at CXA awards

2017-08-16 20:23

The inaugural CXA Awards hosted by Kinetic, took place at the Century City Conference Centre in Cape Town.

Important to understand entire customer journey

2016-11-23 17:12

Most organisations need to get a better understanding of their customers' profiles, their preferences, needs and demands, says a software specialist.

Don't trip up your business with these myths

2016-08-19 18:24

There are certain misconceptions about customer experience that businesses in emerging markets should be aware of, cautions an analyst.

The bank that beats the odds

2016-04-15 06:00

It takes a lot for a small player to make it big in an industry dominated by a few giants. finweek looks at how Capitec became one of SA’s big five banks.

How to deal with the 'customer from hell'

2015-09-15 07:11

Customer service expert Aki Kalliatis lists six choices to save your business from difficult customers.

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