A new mystery shopper study from eDigital Research points to increasing levels of customer satisfaction with online shopping. The research, conducted in August, compared the customer journey on 51 UK retail websites, ranking them on a number of criteria. Overall the results showed that customers were happier than they have ever been, due to investment in website improvements (particularly search) ...
The growth of social media over the past few years has been phenomenal, providing completely new ways of communicating for both consumers and brands. By giving everyone a voice it opens up a fresh customer service channel that companies need to embrace.Whether you like it or not consumers will be talking about your company and its products –and you need to join the conversation. So how are t...
The Institute of Customer Service (ICS) has just published its latest UK Customer Satisfaction Index (UKCSI). Every six months the ICS surveys 26,000 UK adults and asks them questions about their experiences with UK organisations across all channels.Given Eptica recently completed its own research into online customer service it is fascinating to compare the two surveys. Here are the finding...
As we head into the summer, everyone’s thoughts turn to holidays. However a combination of trouble in many Middle Eastern countries, strikes and protests in Greece, and planned tube strikes in London threaten to potentially derail many holiday plans.Of course the vast majority of travel bookings will be unaffected by these issues, but it is vital that holiday companies provide real reassuran...
Businesses and individuals send and receive millions of emails every day. Yet when it comes to email customer service, companies seem to see it as a low priority in terms of speed and quality of service, either failing to answer queries or taking an age to respond.That’s what Eptica’s research into email customer service with 100 top UK companies found. The 2011 Eptica UK Multichannel ...
Understanding what your customers want is critical to company success. If you don’t offer the right products or services they will obviously head off elsewhere, hitting sales and ultimately hurting your company. But ensuring that the feedback you get is accurate and usable can be difficult. Just look at the fiasco when Coca Cola tried to change its formula – while customers liked the f...
Customer Relationship Management (CRM) is a technology that has been around for a considerable amount of time. Because of its complexity it has often proved difficult to get right – Gartner estimate that fewer than 10 per cent of organisations have optimised the management of their customer relationships.The bad news for companies struggling with CRMis that the rocketing adoption of social m...
Pretty much every business today operates in a multi-channel environment. Even purchases that are completed in the High Street have often been extensively researched on the websites of retailers, product manufacturers, competitors and review sites.To meet this need Google is piloting a new Analytics feature called Multi-Channel Funnels which maps all the marketing channels that impact the final sa...
Ageas Insurance Solutions (AIS) has won not one, but two, prestigious Financial Sector Technology (FST) Awards for its successful Ageas eStream service transformation project, powered by Eptica technology. Best Use of IT in Insurance and Best Use of CRM technology were both awarded to AIS in recognition of the way it has transformed its multichannel cus...