Company

Hastings Direct enhances customer service with centralised knowledge

Published on: December 05, 2013
Author: Eptica

As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple brands and a greater range of products. This means that traditional methods of collecting and sharing knowledge (such as physical folders or handbooks) no longer provide fast answers to staff, leading ...

Getting started with knowledge management in customer service

Published on: September 11, 2013
Author: Epticablog

Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback and keeping centralised knowledge updated is central to delivering superior customer service.However while most managers understand the importance of knowledge, many are simply not sure where to start...

The state of the UK online customer experience in 2012

Published on: November 05, 2012
Author: Epticablog

There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their customers’ shoes and see for themselves how good service is. Visit your own website and ask the same basic questions that customers do – is it easy to find the right information and do your onlin...

Dealing with rude customers – lessons from O2

Published on: July 18, 2012
Author: Epticablog

When it comes to crisis situations social media is now the front line for customer service. Issues spread quickly on Twitter and Facebook (and company message boards) and are visible to the entire world, drawing in other people who might not even be affected by the original problem. So the risk of damage to a brand’s reputation amongst potential customers and the general public is extremely ...

Understand your customer through their questions

Published on: August 03, 2011
Author: Epticablog

In current economic conditions, finding new sources of revenue is a key area of focus for organisations. Most companies realise that, now more than ever, customer service is central to protecting sales and delivering increased turnover, so have focused on this area.Delivering good service obviously prevents customer churn and attracts new sales through word of mouth and social media recommendation...

Make customer service simple

Published on: May 20, 2011
Author: Epticablog

It is an obvious thing to say, but companies need to make it as simple as possible for potential customers to buy their products or services. For example retailers with limited or confusing opening hours wouldn’t survive long nor would travel agents that didn’t give a clear price.The same is true when it comes to customer service – providing a clear, straightforward and consisten...