Multichannel Customer Service

Building loyalty within the insurance sector: it’s not all about price

Published on: June 27, 2014
Author: Pauline Ashenden - Demand Generation Manager

In recent years, the consumer insurance market has changed out of all recognition. New channels such as the internet have transformed the landscape. Indeed, according to the Financial Conduct Authority, almost half of all internet users have researched motor insurance on price comparison websites, with 4 out of 5 of them going on to buy policies through them.Customer loyalty is a thing of the past...

Five projects to deliver Customer Engagement

Published on: June 25, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging with customers is one of the key challenges facing businesses today. Building and maintaining strong relationships across multiple devices and channels requires a combination of reactive and proactive processes in order to meet the needs of demanding customers.Gartner has talked extensively about the Customer Engagement Center (CEC), the replacement for the Contact Centre that it believes...

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...

Customer service – at the touch of a button

Published on: June 18, 2014
Author: Robin Tandon - Senior Product Marketing Director

As part of its latest research into the Customer Relationship Management (CRM) market, Gartner identified the Internet of Things as the latest factor driving the increasing importance of CRM. Cheaper sensors coupled with the prevalence of Wi-Fi and broadband networks opens up new possibilities for customer engagement using previously ‘dumb’ electronics.At this year’s Mobile World...

How the G-Cloud helps make the public sector digital by default

Published on: June 13, 2014
Author: Pauline Ashenden - Demand Generation Manager

Today, the public sector currently faces two major challenges. At a time of major pressure on budgets, the need to decrease costs and increase efficiency is paramount, whether your organisation is operating in central or local government or within the health or emergency services.Additionally, citizens and patients now want to contact the public sector through more and more digital channels. Wheth...

Winning the customer experience World Cup

Published on: June 11, 2014
Author: Lloyd Buxton - Business Development

It can’t have escaped anyone’s notice that the 2014 FIFA World Cup kicks off in Brazil on Thursday. Whatever your interest in football, it is set to dominate the media for the next few weeks (or until England is knocked out).As with any major event, there is a corresponding effect on both businesses and consumers, particularly when it comes to the customer experience. I think the impac...

The UK versus France – the five key customer experience differences

Published on: June 06, 2014
Author: Olivier Njamfa - CEO & Co-Founder

As part of a global company I see the increasing importance of the customer experience to businesses in different sectors, all around the world. However, there are also major differences when it comes to preferred local channels, specific requirements and, in some cases, technology.These differences are visible even between two mature markets such as the UK and France. Following the release of the...

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 ...

Booking last minute breaks – exploring the travel customer experience

Published on: May 14, 2014
Author: Pauline Ashenden - Demand Generation Manager

With summer approaching (and another bank holiday imminent), getting away from it all is becoming uppermost in many people’s thoughts. And that means turning to the internet, which has radically changed the structure of the travel industry now that the majority of transactions happen online. Whether it is holidaymakers creating their own tailored trip or consumers comparing holiday companies...

The evolution of the customer experience – 3 years of the Eptica blog

Published on: May 08, 2014
Author: Olivier Njamfa - CEO & Co-Founder

Last week marked a significant anniversary for Eptica - our Customer Experience Blog has now been running for three years. Created in April 2011, it has grown significantly since then, receiving thousands of visits from 160 countries across the world. This is the 290th blog post, with subjects ranging from the impact of wearables on customer service to how our software has helped safeguard elephan...

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