Epticablog's blog

Delivering customer service in a crisis

Published on: August 14, 2013
Author: Eptica

Many customer service teams need to provide fast answers in times of crisis – for example when products or services go wrong. However when it comes to utilities, crises can be much more serious – essentially a matter of life or death when flooding, storms or other natural disasters strike.The perfect example is Western Power in Australia. Headquartered in Perth and with over 1 million ...

Don’t make Facebook customer service a silo

Published on: April 15, 2011
Author: Eptica

Pretty much all customer facing companies have woken up to the power of social media and the new channels it provides for customer service. Lots of organisations are monitoring conversations on the likes of Twitter and Facebook, but a high proportion are not integrating it with their overall customer service strategy.In many cases the customer service side of managing Facebook pages or responding ...

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