Customer Service

Engaged employees, customer service, performance... and profitability

Published on: November 21, 2012
Author: Epticablog

Guest blog by Steve Hurst of the Customer Engagement Network.When we launched the Customer Engagement Network over three years ago in the wake of the banking crisis and economic global meltdown it was because we had a vision for the future.That vision was that organisations would be facing a perfect storm – with the elements of that storm being the greater need for customer retention strateg...

Social media – give your customers the choice

Published on: November 19, 2012
Author: Epticablog

It is fair to say that the rise of social media worries many organisations. It provides a very public way for customers to communicate with you and to complain. And unlike traditional channels such as email and phone, what customers say (and how you respond) is visible to the entire world. This, and the widespread belief that social media is solely used for negative comments mean some companies ha...

NHS Business Services Authority And Eptica Win At Customer Contact Association Excellence Awards

Published on: November 15, 2012
Author: Epticablog

Eptica and NHS Business Services Authority (NHS BSA), have won the Most Effective Use of Self Service category at the prestigious 2012 Customer Contact Association (CCA) Excellence Awards. NHS BSA has seen training time for new agents drop by 30% and first year savings of £121,000 since its Eptica-powered self-service knowledge management technology project called Sherlock went live.Sherlock...

Eptica acquires Lingway to strengthen multichannel customer experience

Published on: November 08, 2012
Author: Epticablog

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...

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...

Disastrous customer service

Published on: October 31, 2012
Author: Epticablog

The devastation brought by Superstorm Sandy to the North East United States has impacted huge numbers of people. As well as loss of life, millions have been without power and hundreds of thousands more have had to evacuate their homes and abandon their possessions. And as previous natural disasters, such as Hurricane Katrina, have shown, cleaning up the aftermath and getting life back to norm...

Customer service on an internet scale

Published on: October 26, 2012
Author: Epticablog

Solving customer problems and delivering the highest levels of service is seen as central to successful businesses. But a recent musing from DeWitt Clinton of Google raised the question – does service scale when you have billions of users across the globe?Clinton posted this thought:  “If you have a billion users, and a mere 0.1% of them have an issue that requires support on a gi...

Customer service and sales

Published on: October 25, 2012
Author: Epticablog

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...

Making electricity and gas simpler for consumers

Published on: October 22, 2012
Author: Epticablog

The maze of different tariffs and deals offered by utility companies has long been criticised for confusing consumers and making it difficult for them to find the best deal for their particular needs. Two new announcements, from the Prime Minister David Cameron and industry regulator Ofgem aim to make it simpler – and in doing so increase the importance of customer service in the sector.&nbs...

Staying within the law online

Published on: October 17, 2012
Author: Epticablog

A recent check of retail UK websites found that more than a third could be breaking the law. The research, by the Office of Fair Trading (OFT) uncovered issues at 62 of 156 sites, ranging from unlawful restrictions on refunds, failure to notify buyers about additional charges such as for delivery and not providing email contact details.Following the survey, the OFT has asked sites to change t...

Pages