Linguistics

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...

3 ways of reducing customer query volumes

Published on: October 20, 2015
Author: Pauline Ashenden - Marketing Manager

Consumers are sending an increasing number of questions to companies, across more and more channels. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback, threatens to overwhelm many organizations.The numbers are vast. Over 1 million people view tweets about customer service...

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,...

The rise of the customer hub

Published on: October 14, 2015
Author: Derek Lewis

At a time when customer experience is becoming everyone’s job, it is vital that organizations break down any internal barriers that disrupt the customer journey. Only by working together,across departments, will customers receive the right levels of service and consequently remain loyal to a business.However, many companies remain organized in a traditional departmental...

Don’t neglect the positive side of customer service

Published on: October 09, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

We’re now coming to the end of National Customer Service Week, which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere.On that note, let us focus on the positive side of customer...

Linguistics – the key to customer centricity in APAC

Published on: October 05, 2015
Author: Vincent Giraud - Business Development Manager

In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy. An Eptica study found that 78% of consumers said they had been frustrated by responses that didn’t answer their question, while nearly a third (31%) complained that replies from companies failed to...

The widening UK customer experience gap

Published on: September 30, 2015
Author: Derek Lewis

In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media.

Dealing with the rising number of customer complaints

Published on: August 26, 2015
Author: Pauline Ashenden - Demand Generation Manager

Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. At the same time, and as part of the same trend, governments have acted to make it easier and more straightforward to complain, particularly in industries such as telecoms, utilities and finance. They have set up new regulators and ombudsmen...

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...

Robots – the future of customer service?

Published on: August 19, 2015
Author: Derek Lewis

Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica’s study ‘The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?’, which found that nearly a third (31%) of consumers...

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