Retail

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...

4 ways customer service can make Mother’s Day special

Published on: March 28, 2014
Author: Pauline Ashenden - Demand Generation Manager

Over the years the importance of celebrating Mother’s Day has grown, and it is now one of the busiest periods for sending flowers outside Valentine’s Day. Britons spend an average of £12 each on gifts for their mothers, although research shows that this rises to £53 in Liverpool.However, there is one major difference with other celebrations such as Christmas. Mother’s...

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...

A Happy Christmas for retailers?

Published on: January 22, 2014
Author: Lloyd Buxton - Business Development

New figures show that retail sales in December increased at the fastest rate for nine years. Statistics from the Office of National Statistics (ONS) found that sales in December were up 5.3% on 2012, and 2.6% greater than November 2013. 12% of sales were through the online channel. Separate research from the IMRG-CapGemini eRetail Sales Index show that UK shoppers spent £91 billion online in...

The last mile – where the retail battle is won or lost

Published on: December 20, 2013
Author: Lloyd Buxton - Business Development

By the time you read this most people will have completed the bulk of their Christmas shopping, particularly anyone buying presents online. And the latest figures show that more and more consumers are now purchasing on the Internet. Online sales are still climbing – hitting £10.1 billion in November 2013, according to the IMRG Cap Gemini e-Retail Sales Index, up 10% on 2012.There are a...

Cyber Monday and customer service

Published on: December 06, 2013
Author: Lloyd Buxton - Business Development

We’re now well into the Christmas shopping season, with Cyber Monday behind us and both retailers and analysts releasing their first figures for sales. This seems to show a strong start for many retailers, helped by promotions around Black Friday and Cyber Monday. John Lewis said online sales for the week ending 30 November were 35.7% higher than last year, while ChannelAdvisor reported that...

Eptica powers global multichannel customer service for L’Occitane

Published on: November 27, 2013
Author: Eptica

In order to streamline and optimise its entire customer service operations, perfume and cosmetics group L'Occitane has chosen Eptica’s multi-lingual customer management interaction software.Eptica is being used to manage incoming emails, web self-service and telephone contacts, as well as to power L’Occitane’s new web chat service in Europe. Through a centralised knowledgebas...

Mind Candy – tailoring service to customers from six to 60

Published on: September 27, 2013
Author: Eptica

Most organisations have a clear idea of the demographics of their customer base, which makes it easy to create the right tone for all customer service interactions. From understanding the language they use to how they like to be addressed, it enables companies to build engagement and loyalty with the right audiences.Mind Candy, the family entertainment company behind the Moshi Monsters phenomenon,...

EasyCustomer Service?

Published on: August 07, 2013
Author: Epticablog

Sir Stelios Haji-Ioannou, founder of Easyjet has just announced he’ll be launching a new, low cost, supermarket. The first easyFoodstore will open in Croydon and will offer a limited range of tinned and packaged goods, avoiding selling products from big brands and focusing on day to day foodstuffs.While the grocery business appears crowded, the trend is for the market to become increasingly ...

Integrating showrooming into the customer experience

Published on: July 31, 2013
Author: Epticablog

Sales on the High Street continue to be squeezed by online rivals – and the growth of smartphones is opening another front in the battle for revenues. Increasingly shoppers are using mobiles while in-store to showroom, testing products and comparing offline and online prices before choosing where to spend their money.Research from TNS demonstrates the scale of showrooming – but also wh...

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