Customer Service

Domestic & General centralises knowledge to boost customer satisfaction

Published on: February 01, 2012
Author: Epticablog

The majority of times when customers call your contact centre they are looking to get answers to their questions. Provide this information quickly, efficiently and politely and they will finish the conversation happier and better disposed towards your company. That’s the essence of good customer service – and on paper it seems relatively simple.However ensuring your contact centre agen...

Reaching new heights in airline customer service

Published on: January 30, 2012
Author: Epticablog

When it comes to customer service and social media it is very easy to focus on the potential issues it causes for brands. Aggrieved customers can now complain quickly and vociferously to the entire world if they have a bad experience, with tweets or Facebook posts going viral in a matter of minutes. However there is another side to social customer service, where companies are using these channels ...

Are customer service agents too rude?

Published on: January 25, 2012
Author: Epticablog

Despite the increased focus on customer service, it is actually getting worse in the UK. That’s the depressing headline of a new survey, which found that two thirds (66%) of UK homeowners think customer service has either stayed the same or deteriorated over the last three years. 1,400 people were surveyed, with only 25% seeing an improvement in standards.According to the YouGov survey carri...

Major award recognises AirAsia’s customer service innovation

Published on: January 20, 2012
Author: Epticablog

Travel is a sector that has undergone major change in the last decade, with a combination of the internet and low cost airlines dramatically increasing competition and ensuring that companies have to focus on customer service to survive.In this tough climate, AirAsia is the perfect example of a company that is growing fast by understanding and responding to customer needs. By deploying Eptica Self...

2012 – the year customer experience comes of age?

Published on: January 18, 2012
Author: Epticablog

Companies have been talking about getting the customer experience right for many years, but 2012 could be the year that companies move from paying lip service to the customer experience to actually putting in place a strategy and action plan to improve it. That’s the view of analyst Forrester in its 2012 Customer Experience Predictions. Customer expectations of how they are treated are ...

Making sense of multichannel retail

Published on: January 13, 2012
Author: Epticablog

The Christmas shopping season was bruising for some retailers, with high street names such as Hawkins’ Bazaar, La Senza and Black’s Leisure all plunging into bankruptcy. Overall sales were up by just 2.2% on December 2010 according to the British Retail Consortium, while e-commerce continued its rise, with online sales up by 30% compared to the previous year.One of the key trends highl...

Why social media is all about customer service

Published on: January 11, 2012
Author: Epticablog

We’ve talked a lot in the past about the emerging importance of social media to customer service and how companies across all industries need to incorporate networks such as Facebook and Twitterinto their strategy. Businesses must understand the opportunities and threats that social media brings to customer service and then put in place the systems to listen and act on what their custom...

2012 and customer service

Published on: January 05, 2012
Author: Epticablog

With 2012 now firmly upon us, what will it bring for customer service? The combination of the ongoing recession, increased reliance on the internet and the continuing growth of social media are the three major challenges that customer service needs to address.Here are Eptica’s views on how these trends will impact customer service in the year ahead:The recession Clearly there is no immediate...

Father Christmas and customer service

Published on: December 21, 2011
Author: Epticablog

Given how close we are to Christmas Day, we thought it would be a good idea to scrutinise the customer service practices of Father Christmas himself. While this might risk us not getting any presents here at Eptica, what lessons can those running customer service departments learn from the man in red?We’re rated Father Christmas against some common customer service benchmarks to see how he d...

Moving finance online

Published on: December 16, 2011
Author: Epticablog

Surveys show that the current recession is increasing debt amongst Britons. Research shows that nearly half (46%) of the population have some sort of non-mortgage debt or arrears, with those aged between 25-34 struggling most with their finances.Against this backdrop what is interesting is that more and more people want to be able to manage their debts, and repay money online or via mobile devices...

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