Consumer Electronics

What the latest Apple launch tells us about customer service

Published on: September 11, 2015
Author: Derek Lewis

This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. The upcoming Christmas season is bound to see billions spent on the latest products, including smartphones, tablets and Ultra HD TVs.

Dealing with a customer service crisis in a 24 hour world

Published on: July 24, 2013
Author: Epticablog

Modern consumer electronics are incredibly complex – essentially specialised computers that rely on the latest software to function. They need to interact with an increasing number of other devices around them to provide consumers with the experience they are looking for. And to compete with other vendors, manufacturers have to continually develop their functionality, which often means updat...

The state of the UK online customer experience in 2012

Published on: November 05, 2012
Author: Epticablog

There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their customers’ shoes and see for themselves how good service is. Visit your own website and ask the same basic questions that customers do – is it easy to find the right information and do your onlin...

CEOs and Customer Service

Published on: September 12, 2012
Author: Epticablog

The majority of companies are aiming to deliver good customer service. After all, it is a well-proven fact that poor service loses customers, costs more in putting things right and damages your brand. So give people a good service that exceeds their expectations and it will directly improve your bottom line.It all sounds very simple, but where it gets complicated is making customer service consist...

Top tips for video customer service

Published on: March 28, 2012
Author: Epticablog

From the BBC iPlayer to YouTube, video is one of the fastest growing ways for consumers to access content on the web. Faster broadband connection speeds and wifi on mobiles make video simple and quick to view wherever we may be.Part of the reason for the growth of video is the power it has to get a message across in a highly visual, simple to understand manner. This makes it perfect for customer s...

Bitter Apple?

Published on: August 11, 2011
Author: Epticablog

Delivering consistently high levels of customer service is a constant balancing act comparing resources against demand. While it can be relatively easy to deal with a small number of customers, when your sales increase you have to be able to scale customer service to cope.This is particularly true when your product or service moves from just being used by savvy early adopters who are happy to work...

Are you linking social media with customer service?

Published on: July 21, 2011
Author: Epticablog

The growth of social media over the past few years has been phenomenal, providing completely new ways of communicating for both consumers and brands. By giving everyone a voice it opens up a fresh customer service channel that companies need to embrace.Whether you like it or not consumers will be talking about your company and its products –and you need to join the conversation. So how are t...

How satisfied are your customers?

Published on: July 08, 2011
Author: Epticablog

 The Institute of Customer Service (ICS) has just published its latest UK Customer Satisfaction Index (UKCSI). Every six months the ICS surveys 26,000 UK adults and asks them questions about their experiences with UK organisations across all channels.Given Eptica recently completed its own research into online customer service it is fascinating to compare the two surveys. Here are the finding...

Embracing the power of video customer service

Published on: July 01, 2011
Author: Epticablog

 The advent of faster ways of connecting to the web means that it is now about much more than text. People are accessing an expanding amount of video content, as shown by the phenomenal growth of sites such as YouTube, which currently receives 3 billion hits per day and adds 48 hours of content every minute.Video consequently has huge potential for delivering customer service. If a picture is...

Coping with online company crises

Published on: April 28, 2011
Author: Epticablog

The theft of personal data from up to 77 million users of Sony’s PlayStation Network is obviously headline news, particularly as it follows similar security breaches at the likes of Play.com and TripAdvisor.Moving beyond the incident itself, Sony now has the job of reassuring its customers by ensuring that they have the latest, most comprehensive information about the breach and its potentia...