Customer experience

Deliver on your customer promises, or else…

Published on: November 19, 2014
Author: Lloyd Buxton - Business Development

Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises.Customer service expert and blogger, Shep Hyken, articulated in a recent post that promises to custome...

Vivastreet wins the prestigious Voted Customer Service of the Year award in France

Published on: November 13, 2014
Author: Derek Lewis

Congratulations to Eptica customer Vivastreet, which recently won its category, Classifieds, in the Voted Customer Service of the Year Award (Élu Service Client de l’Année 2015*). Vivastreet operates a network of free, classified ads sites around the world, with the award being given for the performance of its French site (www.vivastreet.com).This is the eighth year that the awards have be...

2015 and the rise of customer experience

Published on: November 12, 2014
Author: Pauline Ashenden - Demand Generation Manager

All companies understand the importance of delivering a superior customer experience (CX). The combination of intense competition, more demanding customers and an increasing range of channels, mean that organisations have to continually improve the service that they offer to consumers if they are to retain business, whatever sector they are in.However, achieving a consistent customer experience is...

How close are we to the omnichannel future?

Published on: November 05, 2014
Author: Lloyd Buxton - Business Development

Customer service is continually evolving. Driven by customer needs and channel expansion the original telephone-only call centres have added new contact methods, such as email, chat and social media, to become multichannel customer engagement centres. However the biggest shift is still ongoing – from a silo-based channel by channel approach to a more integrated, seamless and consistent omnic...

Social customer service: the benefits and challenges

Published on: October 31, 2014
Author: Pauline Ashenden - Demand Generation Manager

As multiple studies show, social media is now a key channel for customer service. A J.D. Power study found that two thirds of customers who contacted a company on social media did so for customer service. Businesses understand this, but delivering the right level of service can be a challenge, particularly when it comes to integrating with other channels and scaling to meet demand. So, what are cu...

Overcoming the basic customer service pitfalls with technology

Published on: October 29, 2014
Author: Dharmesh Ghedia

I recently read a really interesting blog by Thomas Laird that looks at some of the underlying reasons that companies struggle with customer service. What struck me was how many of these issues could be solved with well-implemented technology to support agents doing their jobs.Here’s a précis of Thomas’s five points, along with my comments on where technology adds value.1 . Who runs y...

Measuring the Voice of the Customer

Published on: October 24, 2014

Understanding what customers want, what they like and incorporating their ideas into future products and services is central to improving customer engagement. This in turn builds loyalty and customer recommendations, driving further sales.Consequently most large organisations run Voice of the Customer (VoC) programmes that aim to collect data from consumers and use it to make changes that impact t...

Video chat – is it a contact centre technology?

Published on: October 17, 2014
Author: Robin Tandon - Senior Product Marketing Director

Companies and consumers are increasingly seeing the benefits of implementing live chat. It drives engagement while providing an efficient, fast channel to answer customer queries. Consumers like it as they can engage on chat while still doing other things, making it unobtrusive compared to the telephone or email and fitting in well with their busy lives. The Eptica Multichannel Customer Experience...

Why good customer experience starts with employees

Published on: October 15, 2014
Author: Derek Lewis

Consultancy Nunwood has just released its latest research into the experience and service offered by UK companies. Based on feedback from 7,500 consumers on 263 brands, it highlights individual success and overall trends in the UK customer experience.The picture it offers is patchy. From the boardroom down, companies recognise the importance of the customer experience to their ongoing success. The...

Delivering knowledge everywhere

Published on: October 10, 2014
Author: Dharmesh Ghedia

Smart organisations realise that the customer experience is the responsibility of everyone within the company that comes into contact with consumers. From frontline staff within branches or stores, through product experts and marketing teams adding content to websites, to senior management, all have a role to play in winning and retaining customers through superior service. But how do you ens...

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