Customer Service

Eptica acquires Lingway to strengthen multichannel customer experience

Published on: November 08, 2012
Author: Epticablog

Eptica today announced that it has acquired multilingual semantic search engine and sentiment analysis software developer Lingway. The addition of Lingway’s advanced search technology will further strengthen Eptica’s multichannel customer service suite, improving the experience for consumers. Following on from its successful fund raising round earlier in 2012, the new acquisition demon...

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...

Disastrous customer service

Published on: October 31, 2012
Author: Epticablog

The devastation brought by Superstorm Sandy to the North East United States has impacted huge numbers of people. As well as loss of life, millions have been without power and hundreds of thousands more have had to evacuate their homes and abandon their possessions. And as previous natural disasters, such as Hurricane Katrina, have shown, cleaning up the aftermath and getting life back to norm...

Customer service on an internet scale

Published on: October 26, 2012
Author: Epticablog

Solving customer problems and delivering the highest levels of service is seen as central to successful businesses. But a recent musing from DeWitt Clinton of Google raised the question – does service scale when you have billions of users across the globe?Clinton posted this thought:  “If you have a billion users, and a mere 0.1% of them have an issue that requires support on a gi...

Customer service and sales

Published on: October 25, 2012
Author: Epticablog

This week’s Eptica Multichannel Customer Experience Conference brought together leading businesses and industry experts to help share best practice when it comes to multichannel customer service.As well as insightful presentations from Domestic & General, Thomson Holidays and the Customer Contact Association, delegates heard from Paul Barnes, Eptica’s UK managing director on the tr...

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...

Staying within the law online

Published on: October 17, 2012
Author: Epticablog

A recent check of retail UK websites found that more than a third could be breaking the law. The research, by the Office of Fair Trading (OFT) uncovered issues at 62 of 156 sites, ranging from unlawful restrictions on refunds, failure to notify buyers about additional charges such as for delivery and not providing email contact details.Following the survey, the OFT has asked sites to change t...

Improving the multichannel customer experience

Published on: October 12, 2012
Author: Epticablog

Happy customers are at the heart of successful businesses. While this sounds obvious, in today’s fast moving, multichannel world keeping customers satisfied – and winning new ones - is much more of a challenge than ever before.Companies need to look at their overall strategy and ensure that the processes and technology within their organisations are allowing customer service teams to d...

Succeeding in an ‘always on’ world

Published on: October 09, 2012
Author: Epticablog

Our last post talked about the strains facing companies as consumers demand faster and faster responses to their queries. However it isn’t just speed that customers value – they want to be able to get an answer through whatever channel they choose, whether online or offline. And if you don’t provide the right experience they’ll simply take their custom elsewhere.To help Asi...

The need for customer service speed

Published on: October 05, 2012
Author: Epticablog

When it comes to customer service, consumer expectations only move in one direction – upwards. The combination of excellent service from market leading companies and increasingly high standards are continually raising the bar. This means companies need to be continually investing in improving their service to delight customers and match their peers.The perfect example of these increased expe...

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