Customer Service

Mobile World Congress – four trends that impact customer service

Published on: March 14, 2014
Author: Lloyd Buxton - Business Development

The explosive growth of smartphones and tablets has had an enormous impact on customer service and the customer experience. Mobile devices allow consumers to find information or interact with companies wherever they are. They make it simple to get in touch across multiple channels (from email and social media to voice and text), driving increased contact volumes. Always-on mobile consumers expect ...

Managing the rising email tide

Published on: March 13, 2014
Author: Robin Tandon - Senior Product Marketing Director

Despite the growth of new channels, email is still a vital part of the customer service mix. Consumers like the fact that email provides an audit trail, is convenient and allows them to send emails in their own time, rather than having to respond instantly as on the phone or social media.With the growth in smartphones and tablets, you don’t even need to be in front of your computer to send o...

Social customers – who should manage them?

Published on: March 07, 2014
Author: Lloyd Buxton - Business Development

It is fair to say that social media took many organisations by surprise. Suddenly their customers wanted to communicate and engage with them through the likes of Facebook and Twitter, as well as via more traditional channels. The social media journey has therefore seen companies go through a series of stages. Initially (often unofficially) individuals took on the role of being the company rep...

UK customer service: getting worse?

Published on: March 05, 2014
Author: Derek Lewis

Over recent years, we’ve seen organisations focus heavily on customer service. Greater competition, even in mature markets, and increasingly demanding consumers have moved service and the customer experience up the business agenda. The rise of social media has also provided a global channel where customers can quickly share their views, redrawing the relationship between consumers and brands...

Increasing insurance loyalty with linguistics

Published on: March 03, 2014
Author: Lloyd Buxton - Business Development

The UK insurance market is one of the most competitive in the world. The rise of comparison sites, increased regulation, low customer loyalty and an explosion in distribution channels have all combined to decrease margins for insurers. Recent research from Accenture found that UK home and car policyholders are amongst the least loyal in the world, with 57% looking to switch provider in the next ye...

Transforming the contact centre to drive engagement

Published on: February 26, 2014
Author: Derek Lewis

Since they were first implemented contact centres have changed dramatically. Originally call centres that solely answered incoming telephone calls, they have expanded to cover multiple channels, from letters and faxes, to emails, social media and increasingly web chat.However, the speed at which new channels have emerged has caused problems within many contact centres. New systems have been added ...

Customer engagement and reducing complaints

Published on: February 21, 2014
Author: Lloyd Buxton - Business Development

We Britons have a reputation for politeness, which extends to not complaining when we suffer poor service. According to this stereotype, we just mutter under our breath and then ensure we don’t visit that particular restaurant or shop again.However it has been clear for many years that things have changed. As in other countries, Britons are complaining more and demanding a better experience ...

L’Occitane tops prestigious index for customer service

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

Eptica customer L’Occitane has been recognised for the strength of its customer service, ranking first in the prominent 2014 Qualiweb/Stratégies index for email and fourth in the category for social media. It is the only brand to feature in both categories, demonstrating the strength of its multichannel service and consistency of its approach. Running since 1998 and organised by independent...

Transforming the financial services customer experience with linguistics

Published on: February 14, 2014
Author: Lloyd Buxton - Business Development

Whatever part of the financial services sector you operate in, delivering an excellent customer experience is becoming a vital part of differentiating, increasing sales and retaining customers. However consumers are growing ever more demanding and less and less loyal. They want an excellent experience, whichever channel they chose – and they want it delivered quickly. Fail to deliver and the...

Flooding, extreme weather and customer service

Published on: February 12, 2014
Author: Derek Lewis

The UK is currently suffering its wettest winter since records began. Huge tracts of land are already under water, notably in the Somerset Levels, and the Thames has now flooded in Berkshire and Surrey. The main rail line between Devon and Cornwall has been swept away and thousands of cars have been damaged by being driven through floods across the UK. No matter where you are, this persistent incl...

Pages