Customer Service

Lack of understanding holds back engagement in UK and France

Published on: May 13, 2015
Author: Robin Tandon - Senior Product Marketing Director

In a previous post I looked at the biggest frustrations amongst UK consumers when they dealt with brands through digital channels such as email or social media. Research carried out by Epticahighlighted that a lack of understanding and a failure to acknowledge their feelings were not just holding back engagement, but actively causing consumers to switch supplier.The E...

How can retailers cope with customer complaints?

Published on: May 07, 2015
Author: Pauline Ashenden - Demand Generation Manager

New research from Ombudsman Services has found that retail is the most complained-about sector in the UK. According to the organization’s Consumer Action Monitor there were 18.5 million complaints to retailers in 2014, 28% of the UK’s total, split evenly between online and in-store transactions. Retail was far ahead of telecoms (15%) and energy (11%), when it came to attracting co...

What’s the state of online customer experience in the UK insurance sector?

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

The rise of internet and digital channels has radically changed how people research and buy insurance. It’s now extremely simple for consumers to shop around and get online quotes before renewing their policies – especially since the rise of price comparison websites.

Looking across the Atlantic to improve customer experience

Published on: April 24, 2015
Author: Dharmesh Ghedia

Benchmarking against competitors and leaders in other sectors is all part of improving customer experience. However we live in an increasingly global marketplace, meaning that organizations need to learn from leaders across the world if they are to thrive. Obviously ideas have to match local cultures and expectations, but by scouring the globe for new ways of interacting with customers, compa...

How technology can bridge the customer engagement gap

Published on: April 21, 2015
Author: Robin Tandon - Senior Product Marketing Director

In a previous blog post I highlighted the growing gap between customers and companies, and how this lack of understanding is undermining efforts to improve customer experience.This was demonstrated by the Eptica Study: The Power of Linguistics in Customer Service. Based on research with both consumers and agents, it sought to identify the frustrations that are undermining the UK customer...

Meeting rising email expectations in customer service

Published on: April 17, 2015
Author: Pauline Ashenden - Demand Generation Manager

Companies face two key challenges when it comes to delivering customer service today. First, consumer expectations are continually rising, with every organization, no matter what sector they are in, judged against the standards of the best. This means simply outshining your peers is not enough – you need to compete with every company that a consumer might interact with in order to win their ...

Travel customer service – just the ticket?

Published on: April 15, 2015
Author: Lloyd Buxton - Business Development

The travel industry has been transformed by the rise of digital channels. Consumers now turn to the web first when researching and booking flights and holidays, using the reach of the internet to create tailor made itineraries, rather than visiting a high street travel agent. Sites such asTripAdvisor, along with social media, have also introduced a powerful way of sharing opinions about the s...

What does Facebook for Business mean for customer service?

Published on: April 08, 2015
Author: Pauline Ashenden - Demand Generation Manager

Customers today want to communicate with businesses on more and more channels – and the number is increasing all the time. The last few weeks have seen the launch of multiple new ways of communicating – all of which have the potential to impact customer service.Firstly, Periscope and Meerkat, two new live streaming services have been introduced. Sitting on top of Twitter, these apps al...

5 ways of spring cleaning your customer service

Published on: April 01, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Now that the clocks have gone forward, the weather is improving and the Easter break is nearly upon us, many people are setting to work on de-cluttering their houses and sprucing up their gardens. For those of us working in customer service, it is a good time to apply the same spring clean mentality to our contact centers, blowing away the cobwebs and ensuring that everything is performing smoothl...

The need to bridge the customer engagement gap

Published on: March 27, 2015
Author: Robin Tandon - Senior Product Marketing Director

Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships. However there is a growing gap between the two sides, according to new Eptica research.

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