First Contact Resolution is a key metric for customer service teams. After all if you can satisfactorily deal with an incoming query or complaint quickly, without needing to follow up then it benefits everyone. The customer is happy as they have their answer and don’t need to escalate their query while the contact centre can close the file without needing to call back, delivering an efficien...
Anyone looking to convince their company of the importance of social customer service can point to a growing library of case studies. Whether it is how O2 has used social media to turn a customer service negative into a positive or on the flipside how Australian retailer Gasp failed to engage with a disgruntled customer, there are more and more stories that can be used to justify the necessary inv...
electricity (Photo credit: Terry Freedman) The utility sector has often struggled with customer service but new figures seem to show that performance is improving. The latest quarterly statistics from Consumer Focus found that overall complaints about the six major energy companies fell by 7% in the first quarter of 2012. This meant that the average number of complaints was 77 per 100,000 cu...
In an era where new channels such as social media and mobile are receiving huge attention, email customer service can sometimes feel a little last century. After all as a channel that has been around for a while, companies must surely have implemented a strategy to successfully cope with email – and nowadays people are all migrating to other channels aren’t they?Unfortunately for anyon...
When it comes to crisis situations social media is now the front line for customer service. Issues spread quickly on Twitter and Facebook (and company message boards) and are visible to the entire world, drawing in other people who might not even be affected by the original problem. So the risk of damage to a brand’s reputation amongst potential customers and the general public is extremely ...
christmas 2007 (Photo credit: paparutzi) It seems strange to be talking about Christmas in mid-summer, but plans for the festive season are well under way at most retailers. Decisions about key products are being currently made and programmes of store refurbishments are happening now as companies seek to be ready for their busiest time of the year. Current poor economic conditions really do ...
Customers increasingly want to interact with companies through social media. Whether that’s getting their issues sorted quickly, asking basic questions or sharing their experiences of good or bad service/products, for many social media is now the channel of choice. Speed and ease of use are some of the factors driving this - our own 2012 Eptica Social Customer Service Study showed that 26% o...
Travel is an industry that has been revolutionised by the internet. Traditional providers such as high street travel agents have had to radically change their business models in order to compete with websites such as Expedia and direct sales from both airlines and accommodation providers such as hotels.At the same time the web has opened up a new channel for customer service, with travellers able ...
Customer services (Photo credit: gordon2208) On the Eptica blog we’ve regularly talked about how social media provides a megaphone for customers to talk about your brand – but despite this new research shows that companies simply aren’t listening.Our own 2012 Eptica Social Customer Service Study surveyed 2,000 consumers across the UK and France on their attitudes to using s...
Eptica has won the Social Media Customer Service category at the prestigious Asia Pacific Customer Service Consortium (APCSC) Expo International Awards. This award was in recognition of Eptica’s innovative social media customer interaction suite and its successful implementation at low cost airline AirAsia.By deploying Eptica as a centralised customer Self-service system, AirAsia is now...