Mobile

Major award recognises AirAsia’s customer service innovation

Published on: January 20, 2012
Author: Epticablog

Travel is a sector that has undergone major change in the last decade, with a combination of the internet and low cost airlines dramatically increasing competition and ensuring that companies have to focus on customer service to survive.In this tough climate, AirAsia is the perfect example of a company that is growing fast by understanding and responding to customer needs. By deploying Eptica Self...

2012 and customer service

Published on: January 05, 2012
Author: Epticablog

With 2012 now firmly upon us, what will it bring for customer service? The combination of the ongoing recession, increased reliance on the internet and the continuing growth of social media are the three major challenges that customer service needs to address.Here are Eptica’s views on how these trends will impact customer service in the year ahead:The recession Clearly there is no immediate...

Moving telecoms customer service online

Published on: November 11, 2011
Author: Epticablog

Telecoms companies have historically had a poor reputation for customer service, something that our own research unfortunately verifies. Previously with little difference between service levels amongst telcos, customers didn’t have much choice, so there was little incentive to invest.However this is changing as new entrants and technologies disrupt the traditional telecoms market. On the bac...

AirAsia mobile customer service app is a best seller

Published on: October 27, 2011
Author: Epticablog

The increasing use of mobile phones for a wide range of activities beyond voice calls is being extensively written about at the moment. A report from the Interactive Media in Retail Group (IMRG) and Cap Gemini, for example, has found that the proportion of mobile based online shopping in the UK has jumped by more than 800 per cent over the past year. Over the same period in the US the mobile ...

Spare a thought for BlackBerry customer service

Published on: October 25, 2011
Author: Epticablog

If you work in customer service, you’ve got to feel a bit of sympathy for BlackBerry maker Research in Motion (RIM) after the customer service disaster that befell it this month.  A European outage gradually turned into global disruption, leaving countless users with delayed or non-existent access to email, text and the BlackBerry Messenger (BBM) service. The problem lasted several...

The key trends for customer service 2012

Published on: October 11, 2011
Author: Epticablog

Last Friday’s Eptica International Customer Service Summit in Paris provided a perfect opportunity for 200+ Eptica customers, partners and staff to review current and future developments in the customer service market. As part of his presentation, Paul Barnes, managing director of Eptica UK Ltd, outlined ten key trends that the company sees driving the market in the near future. Th...

Hanging on the telephone

Published on: May 04, 2011
Author: Epticablog

Recent research from OFCOM has highlighted the number of complaints customers have with telecoms companies. The regulator itself receives an average of 450 complaints every day, covering everything from mis-selling to billing errors. And this figure obviously doesn’t cover complaints made to telecoms companies themselves that don’t get escalated to OFCOM.Given the fast moving and compl...

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