Self-service

Staying within the law online

Published on: October 17, 2012
Author: Epticablog

A recent check of retail UK websites found that more than a third could be breaking the law. The research, by the Office of Fair Trading (OFT) uncovered issues at 62 of 156 sites, ranging from unlawful restrictions on refunds, failure to notify buyers about additional charges such as for delivery and not providing email contact details.Following the survey, the OFT has asked sites to change t...

Bringing customer service strategy to life

Published on: October 03, 2012
Author: Epticablog

We’re currently part way through National Customer Service Week (1-7 October), which acts as a focus for the importance of customer service to UK businesses. Led by the Institute of Customer Service, each day during the week has a separate theme  - from Bringing your Strategy to Life to Improving Processes and The Future.The sheer breadth of subjects covered and the enormous number of o...

Changing channels in the public sector

Published on: September 25, 2012
Author: Epticablog

In the current economic climate, the public sector, like all industries, needs to increase efficiency so that it can operate within tighter budgets. But what is vital is that all citizens still receive a high quality customer service that meets their specific needs.The positive news is that technology has the power to deliver this combination of efficiency and good service. As the population switc...

Eptica showcases solutions for retail at E-Commerce Paris 2012

Published on: September 18, 2012
Author: Epticablog

Paris Exposition: Eiffel Tower, Paris, France, 1900 (Photo credit: Brooklyn Museum) As the clock ticks down towards Christmas, there is still time for retailers to make final changes to their websites in time for their busiest period. Continuing economic woes around the world mean that customers are demanding the highest levels of online service – if not, they will simply click across ...

The growth of web self-service

Published on: September 14, 2012
Author: Epticablog

Organisations today operate in a multi-channel world. Consumers want the freedom to be able to contact them through a whole variety of channels – the web, email, phone, social media, chat and letter. And they want to be able to use different channels for different interactions – so they might ask a general question on a company website and call or email with a specific enquiry about th...

Learning from your customers

Published on: August 17, 2012
Author: Epticablog

Good customer service should have two aims. Obviously the first is to satisfy customer questions and solve any problems that they may have. Failing to do this means you will lose customers and revenue as well as negatively impacting your brand.The second, and ultimately even more important, objective should be to use customer service information to improve your products and services. Customer serv...

Bridging the travel industry customer service gap

Published on: June 22, 2012
Author: Epticablog

Travel is an industry that has been revolutionised by the internet. Traditional providers such as high street travel agents have had to radically change their business models in order to compete with websites such as Expedia and direct sales from both airlines and accommodation providers such as hotels.At the same time the web has opened up a new channel for customer service, with travellers able ...

Eptica wins Asia Pacific customer service excellence award

Published on: June 14, 2012
Author: Epticablog

Eptica has won the Social Media Customer Service category at the prestigious Asia Pacific Customer Service Consortium (APCSC) Expo International Awards. This award was in recognition of Eptica’s innovative social media customer interaction suite and its successful implementation at low cost airline AirAsia.By deploying Eptica as a centralised customer Self-service system, AirAsia is now...

Calling up better mobile customer service

Published on: June 07, 2012
Author: Epticablog

In its short life, the mobile telecoms industry has changed dramatically. From the introduction of brick-like handsets aimed at business people in the 1980s to mass market adoption and the emergence of smartphones, developments have been non-stop. And with 4G networks around the corner, change isn’t going to end anytime soon.The high speed nature of the mobile phone industry could explain it...

Flying the flag for Jubilee customer service

Published on: May 30, 2012
Author: Epticablog

The Queen’s forthcoming Diamond Jubilee celebrations have the potential to deliver a much-needed shot in the arm for UK companies. As a one off event they can provide additional revenues, particularly for retailers, travel companies, the tourism sector and anyone involved in creating and selling royal memorabilia. There is even the possibility that the feel good factor of a double Bank Holid...

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