Reducing incoming call volumes while increasing customer satisfaction
Published on: April 16, 2021
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
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Are banks building trust through customer service excellence?
Published on: May 06, 2020
The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.
The state of UK customer service 2020 - struggling to improve
Published on: April 08, 2020
Digital channels are now a vital part of the customer relationship, across every sector. Now, more than ever, it is essential that UK brands provide the right levels of service on them. We evaluated how they are doing…
Why you must map your channel strategy to your customer demographics
Published on: March 26, 2020
Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…
Why you need to give consumers channel choice to drive engagement
Published on: February 28, 2020
The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
The breakdown in insurance customer experience – and what it means for trust
Published on: September 25, 2019
What’s the state of UK insurance customer experience? Based on the latest Eptica research, we outline the top 5 findings and explain the key areas where insurers need to improve..
Why it is time to check your chat solution is meeting customer needs
Published on: August 21, 2019
Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.
How does CX impact brand trust?
Published on: March 21, 2019
Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.
Delivering public sector customer experience at a time of change
Published on: October 30, 2018
Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
Why chat is key to successful customer experience for every brand
Published on: October 02, 2018
Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?