Guest post by Dominic Tavassoli, VP Product Management, Eptica Picture the scene: you wake up one morning to find that your lovingly crafted company Facebook page is covered – horrors – in questions. Not the sort you wanted, such as “I love your brand, where can I buy more stuff?” but actual customer service questions and complaints! What do you do? Try to answer them yours...
The Christmas shopping season is in full swing. We’ve had Mega Monday (where online orders reached an estimated £10,000 per second), and overall Christmas ecommerce is expected to exceed £4.6 billion, despite the recession.Festive sales are vital to hard-pressed retailers. Given the overall economic picture and the importance of Christmas, those companies that fail to generate re...
Today, customer service is a global industry. Consumers all across the world are demanding faster responses to their questions – and increasingly the power of the internet and technology means that the answers can come from contact centre agents located in different countries.Africa is a growing location for contact centres due to its skilled workforce with multiple languages and strong ties...
As we approach the end of 2012 we’re firmly into the awards season as the customer service industry highlights good practice across the sector. As part of this Eptica customer the NHS Business Services Authority (NHS BSA) has already been honoured at both the CCA and North East Contact Centre Association Awards.Amidst all the good news, there is inevitably a spotlight on those that are not p...
Today, the customer really is king. The combination of ever increasing competition and greater customer expectation mean you need to deliver higher and higher levels of service, whatever sector you operate in.And, to be fair, most organisations understand the importance of customer service but many are failing to deliver what consumers actually want. This could be down to a lack of budget, not lis...
Excellent customer service combines great people and strong processes, underpinned with the right technology. Experience shows that it is vital that these three elements are balanced – after all the best people can’t do their jobs if their IT doesn’t provide them with accurate and up to date information that meets their needs.Unfortunately we’ve all heard stories of well-in...
Eptica today announced that it has acquired multilingual semantic search engine and sentiment analysis software developer Lingway. The addition of Lingway’s advanced search technology will further strengthen Eptica’s multichannel customer service suite, improving the experience for consumers. Following on from its successful fund raising round earlier in 2012, the new acquisition demon...
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...
This week’s Eptica Multichannel Customer Experience Conference brought together leading businesses and industry experts to help share best practice when it comes to multichannel customer service.As well as insightful presentations from Domestic & General, Thomson Holidays and the Customer Contact Association, delegates heard from Paul Barnes, Eptica’s UK managing director on the tr...
Happy customers are at the heart of successful businesses. While this sounds obvious, in today’s fast moving, multichannel world keeping customers satisfied – and winning new ones - is much more of a challenge than ever before.Companies need to look at their overall strategy and ensure that the processes and technology within their organisations are allowing customer service teams to d...