With the Olympic Games nearly upon us, there’s going to be a significant impact on customer service teams, not just in London, but across the UK.Essentially the Olympics will affect customer service in three major areas:Games venues themselves The world (and media) will be watching closely for any issues with the games themselves – whether that is overlong queues to get into venues or ...
Delivering the best service is often about understanding what makes your customers tick – recognising them, knowing their likes/dislikes, what channels they prefer to be contacted by, and even on a basic level whether they prefer to be addressed formally or informally.In theory the huge amount of personal information now freely available online provides companies with the chance to deliver t...
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 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...
Whatever sector you are in successfully managing customer service across multiple channels is a key differentiator in today’s competitive business environment. Customers want the ability to contact you – and get answers to their questions – whether they are using the web, email, phone or social media. And they want these answers to be delivered quickly or they will simply go else...
Eptica today announced a major new global partnership with AirGate Solutions to help companies in the travel sector improve the passenger experience.AirGate Solutions works with airlines and airports to develop customer engagement strategies that go beyond traditional programs, enabling them to engage with customers and change the passenger experience for the better. AirGate Solutions will add Ept...
When it comes to customer service and social media it is very easy to focus on the potential issues it causes for brands. Aggrieved customers can now complain quickly and vociferously to the entire world if they have a bad experience, with tweets or Facebook posts going viral in a matter of minutes. However there is another side to social customer service, where companies are using these channels ...
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...
We’ve talked a lot in the past about the emerging importance of social media to customer service and how companies across all industries need to incorporate networks such as Facebook and Twitterinto their strategy. Businesses must understand the opportunities and threats that social media brings to customer service and then put in place the systems to listen and act on what their custom...
Next year’s London Olympics will put the UK in the spotlight. Millions of visitors are expected to come to the country, providing a much needed boost to the economy. And provided they enjoy the experience many of these tourists could turn into regular visitors, coming back year after year for holidays across the country. Outside the spectacle of the games themselves, what will make the ...