Email Management

The UK insurance customer experience – struggling to deliver?

Published on: June 20, 2014
Author: Pauline Ashenden - Demand Generation Manager

Insurers in the UK are under unprecedented pressure. Margins have been slashed by the rise of the internet and price comparison sites, competition is growing, customer loyalty is at an all-time low and claim costs and regulation are both increasing.Against this backdrop,the balance of power is shifting overwhelmingly in favour of consumers. They expect more, for less – and want answers faste...

Voice, text and video – the fundamentals of all customer service channels

Published on: June 04, 2014
Author: Derek Lewis

The number of channels through which customers expect to reach you is ever-increasing. In many ways this is a positive step as it provides greater opportunity to engage with customers, solve their problems and understand their needs and motivations. However, as hard-pressed contact centre teams already know, managing the growth in channels can add to complexity and cost.‘Old’ channels ...

Making telephone service more efficient as UK Government cuts off costly calls

Published on: May 02, 2014
Author: Lloyd Buxton - Business Development

Despite the rise of new channels, most organisations understand that the telephone is still vital for customer service. Whether it is to discuss details of an order or to get to the bottom of a query, it is still the number one channel of choice for many consumers.However, telephone service is expensive – and it could be about to get even more costly in the UK. From 13 June 2014, companies w...

Don’t forget the importance of email in customer service

Published on: April 24, 2014
Author: Pauline Ashenden - Demand Generation Manager

Email is still a critical customer service channel for consumers, generally ranking second (to telephone) in customer preference studies. But the latest Eptica Multichannel Customer Experience Study reveals that many companies seem to be placing less value on email, despite the importance of this channel to their customers.

Is there anyone delivering an excellent customer experience?

Published on: April 02, 2014
Author: Lloyd Buxton - Business Development

Everyone understands the importance of the customer experience to increasing loyalty and attracting new business, but how do UK brands fare in practice? Not that well, according to the first Forrester UK Customer Experience Index (CXi). Most of the 2,000 UK consumers it researched rated their experiences with 28 leading brands between ‘very poor’ and ‘OK’ – and no bra...

What’s the state of the UK customer experience? 8 Key Findings

Published on: March 26, 2014
Author: Olivier Njamfa - CEO & Co-Founder

In an increasingly competitive economy, delivering the best customer experience is crucial for organisations looking to win new business and retain existing customers. However it has never been more difficult. Customers are demanding more, across an increasing range of channels and are swift to punish those that don’t deliver – either via social media or by moving their business elsewh...

The changing face of financial services

Published on: March 21, 2014
Author: Lloyd Buxton - Business Development

A generation ago, financial services products were primarily sold face to face, either in branches or door to door, with documents manually filled in and posted to their destination. Customer service was dealt with through the same, physical, channels. This has changed radically, with the introduction of first the phone, then the web, and now social media, as sales and support channels. Managing t...

Managing the rising email tide

Published on: March 13, 2014
Author: Robin Tandon - Senior Product Marketing Director

Despite the growth of new channels, email is still a vital part of the customer service mix. Consumers like the fact that email provides an audit trail, is convenient and allows them to send emails in their own time, rather than having to respond instantly as on the phone or social media.With the growth in smartphones and tablets, you don’t even need to be in front of your computer to send o...

L’Occitane tops prestigious index for customer service

Published on: February 19, 2014
Author: Lloyd Buxton - Business Development

Eptica customer L’Occitane has been recognised for the strength of its customer service, ranking first in the prominent 2014 Qualiweb/Stratégies index for email and fourth in the category for social media. It is the only brand to feature in both categories, demonstrating the strength of its multichannel service and consistency of its approach. Running since 1998 and organised by independent...

Helping the public sector become Digital by Default

Published on: December 18, 2013
Author: Lloyd Buxton - Business Development

Citizens today are increasingly embracing digital channels, such as the web, email and social media. Led by central government and its Digital by Default agenda, the public sector is therefore changing how it communicates to match the needs of citizens, patients and other audiences. More and more services can now be completed online, from renewing a tax disc to registering children for school.Digi...

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