Customers today want to communicate with businesses on more and more channels – and the number is increasing all the time. The last few weeks have seen the launch of multiple new ways of communicating – all of which have the potential to impact customer service.Firstly, Periscope and Meerkat, two new live streaming services have been introduced. Sitting on top of Twitter, these apps al...
Eptica recently released the 2015 Multichannel Customer Experience Study, looking at the state of customer service provided by leading UK brands across the web, email, Twitter and chat channels. We’ve already discussed the topline findings of the Study in a previous blog, and this week I’d like to focus on the email channel, and how this has changed over time.Despit...
Over the past four years Eptica has been benchmarking the UK customer experience by evaluating 100 leading brands on their ability to provide answers to routine questions via the web, email, Twitter and web chat.
We live in a multichannel world, where customers are demanding answers to their questions through an ever-increasing range of channels. It is therefore vital that brands are able to deliver the right experience, through the consumer’s channel of choice, if they want to retain customers, deepen relationships and build a strong, well-respected brand.At the same time, organizations have to ensu...
Social media has radically changed the relationship between brands and consumers. Today customers increasingly expect companies to quickly answer questions and queries via social networks such as Twitter and Facebook. Additionally, they are accustomed to leaving feedback through reviews sites such as TripAdvisor and Yelp. In fact, a J.D. Power study found that two thirds of customers who contacted...
The quality of customer service and customer engagement delivered by a company is key to how customers view it and helps to differentiate from competitors, as Gartner points out in a recent report about customer service.As part of this, Michael Maoz of Gartner highlights 3 key trends that will influence how customer service is delivered over the next few years: 1. The rise of self-service Whi...
The Institute of Customer Service’s latest six monthly UK Customer Satisfaction Index (UKCSI) reveals the lowest figures since 2010 – and marks the fourth consecutive fall in customer satisfaction levels.The overall Index fell from 76.3 in July 2014 to 76.0 in January 2015 – in January 2013 it was 78.2. No fewer than 58% of the organisations (113 brands) in UKCSI have seen their ...
Delivering superior customer service is an increasing challenge for all. Companies need to cover more and more channels while meeting continually growing demands from consumers, often with no corresponding increase in budgets. No wonder that the temptation can be to re-allocate scarce resources away from traditional channels such as email in order to focus more heavily on the likes of social media...
2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...
The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.