Customer Service

Consistency – the missing ingredient in retail customer service?

Published on: November 25, 2015
Author: Pauline Ashenden - Demand Generation Manager

When it comes to customer service, consumers want the ability to contact you through their channel of choice and get the same positive experience - receiving fast, accurate and consistent answers - however they get in touch.Delivering consistency is therefore important to both customers and the organization itself. Inconsistency frustrates consumers as they cannot be sure that they’ve...

Systems versus service

Published on: November 20, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Earlier in the year I moved house and needed to change the existing energy supplier for the property. By the time all the paperwork was completed, I owed the old utility for a week’s energy. The bill arrived, and when I opened it I had a real shock. It was enormous – the company wanted to charge me $73,295.44 for just 7 days service! Clearly, there was some mistake...

The state of UK email customer service

Published on: November 18, 2015
Author: Steve Nattress

In an era where social media, self-service and chat are being increasingly used for customer service, it is easy for organisations to overlook email or to not provide the channel with sufficient resources. Yet new research from analysts Contact Babel in The 2015 UK Contact Centre Decision-Maker’s Guide emphasise its importance while evaluating cost and time taken to answer...

7 ways banks can transform customer experience

Published on: November 13, 2015
Author: Dharmesh Ghedia

Banks and other financial service providers are facing unprecedented challenges. Not only are regulatory pressures increasing, but a new wave of financial start-ups is entering the market, using technology to transform everything from loans to payment processing. Whether it is new branch-based banking, different ways of raising finance through crowdfunding sites such as...

Comparing the retail customer experience in the United States and United Kingdom

Published on: November 11, 2015
Author: Pauline Ashenden - Demand Generation Manager

Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. As we’ve discussed before, this means that a focus on the customer is vital – with businesses needing to understand what consumers want and provide them with a tailored experience that meets their exact requirements. At the same time as the internet has...

5 key customer service skills – and how technology can help improve them

Published on: November 06, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Even with the rise of self-service options, for the majority of channels (email, social media, chat, phone, face to face) the experience created by the people you employ is crucial to the success or failure of the customer relationship. Gartner predicts...

What’s the best channel for U.S. retail customer service?

Published on: November 04, 2015
Author: Robin Tandon - Senior Product Marketing Director

As we approach the holiday shopping season, retailers are getting ready for their busiest time of the year. So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. retailers, in 15 sectors, on their ability to provide answers to 10 questions...

Which sectors offer the worst customer experience?

Published on: October 30, 2015
Author: Pauline Ashenden - Demand Generation Manager

While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. This concept is backed up by recent research carried out by service design consultancy Engine. Its survey found that consumers rated the public transport, utility, insurance and broadband sectors, as worst for customer experience and service...

6 ways of delivering successful knowledge management projects

Published on: October 28, 2015
Author: Dharmesh Ghedia

In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on. Delivering consistent, accurate and compliant answers is at the heart of delivering the excellent customer service that they require, meaning that knowledge management has moved center stage...

Christmas is coming – is your customer service ready?

Published on: October 25, 2015
Author: Derek Lewis

It’s less than a month from Black Friday, which is now seen as the first milestone holiday shopping day on both sides of the Atlantic. Retailers have therefore spent the past months ensuring that everything is in place for the festive period. From making decisions on stock levels to fine-tuning marketing campaigns, websites and stores, companies have been working hard to prepare...

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