Mobile commerce is growing rapidly. Figures from performance marketing network Affiliate Window showed it made up 18.16% of its UK online sales in May 2013, increasing from 16.48% in April. That’s an enormous 572 sales per hour. Backing this up, the IMRG Capgemini e-Retail Sales Index saw 2012 mobile sales triple (up 304%) from 2011. More importantly, conversion rates on mobile have doubled,...
Customer service at banks is again in the spotlight. Firstly, an undercover reporter from The Times found shortcomings at one of Lloyds Payment Protection Insurance (PPI) complaints handling centres. Staff were allegedly being taught to reject potential complaints and ignore potential fraud by Lloyds salesmen. The bank has said that it identified shortcomings independently and has retrained staff ...
Delivering the best customer experience has never been more critical to business success. And it has never been more complex. The growth in the number of channels involved, increasing customer impatience, greater competition and a need to be able to scale are amongst the factors that organisations have to take into account when designing the best experience for their customers.Much of the customer...
Channels, such as email and social media, have increased the pressure on organisations to deliver a fast, accurate response. Whereas consumers would have happily waited at least for a week for a reply to a letter, expectations for email are that queries will be answered with 48 hours (although our own Eptica Multichannel Customer Service Study found that many companies are much slower than this.)S...
What will the customers of the future demand? That was one of the topics discussed at the latest Eptica UK Customer Day, held in London on Tuesday 25th June. As well as an update on Eptica’s future roadmap, attendees heard first hand from customer Easyroommate on how it has transformed service in 37 countries, reducing inbound calls by 75% and increasing First Call Resolution to over 90%. Th...
We’re now less than six months from Christmas, and the majority of retailers are well-advanced in planning how they will handle their busiest time. And with economic conditions little better than in 2012, competition is expected to be intense as shoppers demand more for their money.So what do retailers need to focus on to ensure that Christmas 2013 is a happy one?New research by L2 into spec...
Delivering the best possible customer experience requires a combination of focused strategy, well-trained staff, a customer-facing culture, robust processes and the technology to underpin the end-to-end customer journey.Strong, well-implemented systems that are straightforward for agents to use are vital. But in a market where customer service technology can mean anything from a standalone Twitter...
The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses to consumer enquiries across multiple channels are vital if travel companies are going to thrive.However research carried out as part of the Ep...
Despite the explosion of new channels, email is still the first choice for many customers when they want to make contact. Showing the scale of the channel over 2.8 million emails are sent every second and it is predicted that there will be over 4 billion email accounts by the end of 2015.Consumers like the built-in audit trail that email provides, along with the fact that it is simple and straight...
The web provides the opportunity for completely new business models, enabling small, lean organisations to compete against much larger players. To succeed they have to be able to deliver what customers want and be responsive to their needs. Consequently service and the customer experience are central to how they must operate.A great example of how customer service innovation is driving success is ...