E-commerce

The six ways web self-service improves your customer experience

Published on: September 18, 2015
Author: Pauline Ashenden - Demand Generation Manager

Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels. At the same time budgets for coping with this growing volume of interactions are often flat or even shrinking. So how can companies deliver faster service to more queries, while improving efficiency?

Why APAC consumers are the most demanding in the world

Published on: August 26, 2015
Author: Vincent Giraud - Business Development Manager

Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty. This is especially true in Asia-Pacific, with customers demanding better and faster service, across more and more channels, than ever before. Customer experience links directly to sales – according to Frost & Sullivan, over 6 in 10 consumers...

The need for digital transformation in retail

Published on: August 21, 2015
Author: Eptica

In a fast-moving and ultra-competitive market such as retail, companies are continually looking to differentiate themselves from rivals. To achieve this they are increasingly embarking on digital transformation programs, moving to a multichannel approach that is more efficient and flexible, while delivering a better customer experience...

International customer experience: comparing the UK and France

Published on: July 03, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Earlier this year Eptica released the 2015 UK Multichannel Customer Experience Study. Covering 10 sectors, it researched the strength of the customer experience delivered by 100 leading brands across the web, email, Twitter and chat channels. Some of the key findings were that:On average UK companies could answer less than half (48%) of all questions as...

The Sharing Economy and customer service

Published on: June 24, 2015
Author: Dharmesh Ghedia

The internet and ecommerce have transformed how we research, buy and communicate across a wide range of activities from shopping and choosing holidays, purchasing insurance to applying for a mortgage. Characterized by disruptive internet giants such as Google and Amazon, this shift has fundamentally changed customer service, but also brought its own challenges around confidentiality, protecti...

How can APAC retailers cope with customer complaints?

Published on: June 10, 2015
Author: Vincent Giraud - Business Development Manager

A research in 2014 from the Customer Satisfaction Index of Singapore (CSISG) has found that retail is the most complained-about sector in the country. According to the Index, consumer satisfaction with the overall retail sector declined significantly, dropping by 3.5%

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.

Evaluating the 2015 UK retail customer experience

Published on: March 20, 2015
Author: Lloyd Buxton - Business Development

Retailers face growing market challenges. Despite the UK climbing out of recession, consumer confidence is still fragile and likely to remain so in the face of a number of uncertainties on the horizon; a potential hung parliament, eurozone worries and interest rate rises. It’s not surprising that shoppers are still price sensitive, and are happy to move to rivals.

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

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