email management

Making telephone service more efficient as UK Government cuts off costly calls

Published on: May 02, 2014
Author: Lloyd Buxton - Business Development

Despite the rise of new channels, most organisations understand that the telephone is still vital for customer service. Whether it is to discuss details of an order or to get to the bottom of a query, it is still the number one channel of choice for many consumers.However, telephone service is expensive – and it could be about to get even more costly in the UK. From 13 June 2014, companies w...

Don’t forget the importance of email in customer service

Published on: April 24, 2014
Author: Pauline Ashenden - Demand Generation Manager

Email is still a critical customer service channel for consumers, generally ranking second (to telephone) in customer preference studies. But the latest Eptica Multichannel Customer Experience Study reveals that many companies seem to be placing less value on email, despite the importance of this channel to their customers.

Is there anyone delivering an excellent customer experience?

Published on: April 02, 2014
Author: Lloyd Buxton - Business Development

Everyone understands the importance of the customer experience to increasing loyalty and attracting new business, but how do UK brands fare in practice? Not that well, according to the first Forrester UK Customer Experience Index (CXi). Most of the 2,000 UK consumers it researched rated their experiences with 28 leading brands between ‘very poor’ and ‘OK’ – and no bra...

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...

Hastings Direct enhances customer service with centralised knowledge

Published on: December 05, 2013
Author: Eptica

As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple brands and a greater range of products. This means that traditional methods of collecting and sharing knowledge (such as physical folders or handbooks) no longer provide fast answers to staff, leading ...

Mind Candy – tailoring service to customers from six to 60

Published on: September 27, 2013
Author: Eptica

Most organisations have a clear idea of the demographics of their customer base, which makes it easy to create the right tone for all customer service interactions. From understanding the language they use to how they like to be addressed, it enables companies to build engagement and loyalty with the right audiences.Mind Candy, the family entertainment company behind the Moshi Monsters phenomenon,...

Don’t neglect email in an omnichannel world

Published on: July 26, 2013
Author: Epticablog

As companies embrace fast-growing channels such as social media there’s a perception that these essentially replace older methods of communication. In some cases this is true, but it is important to realise that consumers don’t automatically move to new channels just because they are there. After all, if that was the case no-one would be calling your contact centre any more.What consum...

Delivering a global customer experience

Published on: July 12, 2013
Author: Epticablog

The web provides the opportunity for completely new business models, enabling small, lean organisations to compete against much larger players. To succeed they have to be able to deliver what customers want and be responsive to their needs. Consequently service and the customer experience are central to how they must operate.A great example of how customer service innovation is driving success is ...

Improving the email customer experience

Published on: July 09, 2013
Author: Epticablog

Despite the explosion of new channels, email is still the first choice for many customers when they want to make contact. Showing the scale of the channel over 2.8 million emails are sent every second and it is predicted that there will be over 4 billion email accounts by the end of 2015.Consumers like the built-in audit trail that email provides, along with the fact that it is simple and straight...

Managing multi language, multichannel customer service

Published on: May 17, 2013
Author: Epticablog

Businesses today operate globally, but need to provide a local service if they are to deliver the customer experience that consumers rightly demand. That means providing information, answers and support in local languages, at the time that customers want it, and of course through their channel of choice.Managing global customer service is therefore a challenge, particularly for web-based businesse...

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