E-commerce

Customer service in a multigenerational world

Published on: December 16, 2015
Author: Dharmesh Ghedia

Housing demographics are changing across the world, driven by longer lives and the increasing cost of getting onto the property ladder. In the United States 4 out of 5 households don’t fit the traditional mold of two parents and pre-college kids, with a growing number containing multiple generations, such as grandparents or boomerang children that have left, then returned home...

Festive failings in UK customer service

Published on: December 11, 2015
Author: Derek Lewis

As every retailer knows, a good Christmas can make the difference between success and failure. This is particularly true in the UK, with research from ING finding that Britons are the most generous present purchasers in the world, and expect to spend an average of £294 (US$446) on gifts this Christmas. By contrast American shoppers are aiming to spend £250 ($38...

Happy Holidays? How good is retail customer service?

Published on: December 04, 2015
Author: Pauline Ashenden - Demand Generation Manager

With so much money spent at this time of year, the Holiday period is crucial for retailers. In today’s competitive industry, a good Christmas can literally mean the difference between survival and going bankrupt. But getting it right isn’t easy – the internet has greatly increased competition, putting pressure on prices, while consumer demands are ever increasing. They ...

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...

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...

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...

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...

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...

The opportunity for European customer experience

Published on: October 16, 2015
Author: Olivier Njamfa - CEO & Co-Founder

From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Across every industry there has therefore been a major focus on delivering this customer experience as well ascontinually improving it to match rising expectations.Providing an excellent customer experience is a journey,...

Why customer service is still vital in the supermarket price war

Published on: September 23, 2015
Author: Dharmesh Ghedia

The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers, from the largest to the smallest. As well as moving to discounters, consumers are increasingly looking for convenience alongside price, choice and quality by choosing to shop...

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