Customer Service

HSBC and social customer service

Published on: November 09, 2011
Author: Epticablog

Last week’s IT problems at HSBC demonstrate how quickly a customer service issue can develop in the age of social media. On Friday afternoon the bank suffered an IT outage on its mainframe which affected online banking, ATM and some customers using debit cards in stores. While the problems lasted just over 2 hours, Friday afternoons are amongst the busiest time for banks, with HSBC’s 1...

Online shopping around the world

Published on: November 07, 2011
Author: Epticablog

New research demonstrates wide variations between online buying behaviour across the globe. The survey, from Pitney Bowes, asked 10,000 consumers from 10 countries about their online shopping habits and preferences and uncovered some interesting differences.Overall 93% of consumers had shopped online, 49% in the last 30 days, showing the mass market appeal of ecommerce around the world. In the UK,...

Five tips for improving management of customer complaints

Published on: November 02, 2011
Author: Epticablog

If you needed a reminder of the importance of customer service to the bottom line, this week’s £2 million fine for utility npower for mishandling customer complaints demonstrates the financial cost of poor customer service processes. The punishment, levied by energy regulator Ofgem, follows a £2.5 million fine for British Gas in July 2011 for similar issues. In its judgement...

AirAsia mobile customer service app is a best seller

Published on: October 27, 2011
Author: Epticablog

The increasing use of mobile phones for a wide range of activities beyond voice calls is being extensively written about at the moment. A report from the Interactive Media in Retail Group (IMRG) and Cap Gemini, for example, has found that the proportion of mobile based online shopping in the UK has jumped by more than 800 per cent over the past year. Over the same period in the US the mobile ...

Having a chat

Published on: October 21, 2011
Author: Epticablog

While it has been around for many years, live web chat is definitely an underused channel by companies. Despite the fact that more and more people are using chat channels such as instant messaging or Skype, companies have shied away from deploying it, particularly for customer service. Mainly this is down to the perceived cost of chat, as it requires a real agent to answer questions online. T...

Dealing with financial services complaints – top 5 tips

Published on: October 19, 2011
Author: Epticablog

Figures just released by the Financial Ombudsman Service (FOS) show that the number of complaints made by consumers increased by 24% in the third quarter. 31,386 complaints were made to the FOS, which deals with issues escalated by consumers beyond their financial services provider, between July and September 2011.Commentators have highlighted factors such as the worsening economic situation for t...

Eptica Awards celebrate customer service success

Published on: October 18, 2011
Author: Epticablog

Eptica’s International Customer Service Summit highlighted customer service excellence through the second annual Eptica Customer Service Innovation awards.  Dixons, AirAsia and Ageas were amongst the companies to receive awards for service transformation based around Eptica’s multichannel customer interaction management software. Winners achieved outstanding results in the ca...

Entering the Age of the Customer

Published on: October 12, 2011
Author: Epticablog

As a discipline customer service has been around for a long time, with plenty of companies promising to deliver an outstanding experience, but few actually doing so. In many cases this was due to a fundamental imbalance in the customer/supplier relationship. The customer essentially had no choice but to put up with poor service, as either they couldn't buy what they wanted elsewhere or ev...

The key trends for customer service 2012

Published on: October 11, 2011
Author: Epticablog

Last Friday’s Eptica International Customer Service Summit in Paris provided a perfect opportunity for 200+ Eptica customers, partners and staff to review current and future developments in the customer service market. As part of his presentation, Paul Barnes, managing director of Eptica UK Ltd, outlined ten key trends that the company sees driving the market in the near future. Th...

The customer is always right – particularly on social media

Published on: October 05, 2011
Author: Epticablog

The internet has been buzzing this week about a major customer service failure by Australian fashion retailer Gasp. The story started when bride-to-be Keira O’Neill visited the Gasp store in Melbourne. After trying on a wedding dress and resisting the hard sell of the shop assistant he was apparently rude to her and her friends. Unsurprisingly Keira complained, politely, by email to the...

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