At Eptica, our growth has always been driven by innovation that helps companies deliver customer service more efficiently, deepen engagement and increase satisfaction. So we’re delighted to announce record revenues for 2013, with our turnover breaking the $10m barrier for the first time, by hitting $10.6m. With an annual growth rate of 18%, we’re outperforming the overall software mark...
Showing the importance of technology to the banking customer experience, IT issues caused problems for some Lloyds Banking Group customers trying to use their debit cards on Sunday. The group, which also includes TSB, Bank of Scotland and Halifax, has 30 million customers across the UK, although only a minority were affected by the glitch, which lasted 3 hours.Lloyds has since confirmed that the p...
New figures show that retail sales in December increased at the fastest rate for nine years. Statistics from the Office of National Statistics (ONS) found that sales in December were up 5.3% on 2012, and 2.6% greater than November 2013. 12% of sales were through the online channel. Separate research from the IMRG-CapGemini eRetail Sales Index show that UK shoppers spent £91 billion online in...
Analyst group Forrester has just released its 2014 predictions for customer service. It lists 12 trends that companies should be paying attention to, if they want to engage with customers and deliver the right experience for them in the year ahead.These trends are organised into four topics:1. Deliver pain free customer service Covering areas such as omnichannel, mobile and stand...
2014 promises to be a pivotal year for the UK insurance sector. Competition has never been greater, particularly when it comes to motor, household and travel insurance. More and more people are buying their policies through price comparison sites, rather than direct or via brokers, bringing down margins. Loyalty is at an all time low – 38% of UK motor insurance customers switched provider at...
By the time you read this most people will have completed the bulk of their Christmas shopping, particularly anyone buying presents online. And the latest figures show that more and more consumers are now purchasing on the Internet. Online sales are still climbing – hitting £10.1 billion in November 2013, according to the IMRG Cap Gemini e-Retail Sales Index, up 10% on 2012.There are a...
Citizens today are increasingly embracing digital channels, such as the web, email and social media. Led by central government and its Digital by Default agenda, the public sector is therefore changing how it communicates to match the needs of citizens, patients and other audiences. More and more services can now be completed online, from renewing a tax disc to registering children for school.Digi...
Now is the time of year when everyone looks forward and makes their predictions for 2014. Rather than add my thoughts to this debate, I’ve taken a look at the views of the great and the good from this time last year – and seen how many have actually become a reality. I’ve tried to be as extensive as possible in my research, spanning analysts, publications, experts and other softw...
Customer service teams face growing challenges, particularly around understanding and responding to the growing number of unstructured queries they receive through digital channels such as email, social media and the web. In previous posts we’ve explained what linguistics (the scientific study of language) is and how it re-writes the rules for successful customer service. In this article, I ...
As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple brands and a greater range of products. This means that traditional methods of collecting and sharing knowledge (such as physical folders or handbooks) no longer provide fast answers to staff, leading ...