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5 ways to collect customer feedback

Published on: July 23, 2013
Author: Epticablog

Companies now have access to huge amounts of data on their customers. Particularly online, they can see the entire customer journey, purchase history and the channels used across every transaction. The vast majority of companies  also collect customer feedback, which should provide the perfect opportunity to fine tune products and service in order to help the customer experience.But at the mo...

Christmas is coming…………

Published on: June 28, 2013
Author: Eptica

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...

Who is responsible for your customer experience?

Published on: June 19, 2013
Author: Epticablog

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...

Press 1 for………………..

Published on: May 31, 2013
Author: Epticablog

Navigating phone menus when you call a contact centre is a source of much frustration for consumers. Done well, the concept of phone menus should help improve the customer experience. You’ll be directed to the best agent to deal with your enquiry and they will be able to use the information you’ve typed in to give a head start on solving your problem, without needing to transfer you ar...

Unlocking revenue with proactive web chat

Published on: May 23, 2013
Author: Epticablog

In an ever more competitive economic environment, businesses in every sector are looking for ways to increase sales and unlock additional revenues. There are many ways to do this, including raising the spend of existing customers, upselling, avoiding abandoned online shopping carts and delivering a superior experience to avoid customer defections.With its combination of real time response, and per...

Hitting the gold standard for customer service in Asia

Published on: May 21, 2013
Author: Epticablog

Efficiently delivering the right customer experience is the number one priority for every organisation. But in today’s complex, fast-moving world this can be challenging. The number of contact channels is constantly increasing, competition has never been fiercer and the growth of mobile devices means customer service has to operate 24x7, providing the perfect experience quickly and efficient...

Chat overtakes text – what it means for customer service

Published on: May 01, 2013
Author: Epticablog

Figures released this week show that for the first time more messages were sent through instant messaging chat apps (such as WhatsApp) than SMS text. The research, from analysts Informa, found that 19 billion messages were sent per day in 2012 on chat apps, compared to 17.6 billion texts. And this gap will widen substantially. Informa believe that chat apps will generate 50 billion daily messages ...

When customer service is taxing

Published on: March 21, 2013
Author: Epticablog

Delivering a compelling customer experience to people paying income tax is always going to be difficult. The combination of complex forms and cost mean that many consumers rate the experience as marginally better, but financially more painful, than having a tooth removed.For HM Revenue and Customs (HMRC) in the UK, the scale of its operations also provides a logistical challenge. In the 2011/12 fi...

Changing the skills mix in customer service

Published on: February 07, 2013
Author: Epticablog

When contact centres first opened they focused overwhelmingly on the telephone channel – indeed most were referred to as call centres for that very reason. As customer service has developed and become multichannel, email, web, chat and now social media have been added to the customer service mix, all normally handled by the same contact centre.However, the growth of multichannel service does...

Making electricity and gas simpler for consumers

Published on: October 22, 2012
Author: Epticablog

The maze of different tariffs and deals offered by utility companies has long been criticised for confusing consumers and making it difficult for them to find the best deal for their particular needs. Two new announcements, from the Prime Minister David Cameron and industry regulator Ofgem aim to make it simpler – and in doing so increase the importance of customer service in the sector.&nbs...

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