As we’ve discussed in previous Eptica blog posts, companies need to be constantly innovating to meet the changing needs of consumers. Advanced technology, such as systems built on linguistics, which enable organisations to better understand the content and tone of digital interactions such as email, tweets and web chats, are therefore central to delivering a better experience and consequentl...
Organisations today understand that customer service is everyone’s job and cannot be solely left to agents in the contact centre. However, in a multichannel world consumer expectations are high – they want to receive consistent, personalised service no matter how they make contact and certainly don’t want to have to repeat themselves when they move between channels. Customers don...
The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.
One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying 'we are experiencing high call volumes at present, please hang up and try later'. Frustration can boil over into anger if they receive the same message on numerous occasions, particularly if it includes the advice to check the company website for information ...
With 144.8 billion emails sent every day, it continues to be a vital channel for customer service. Indeed, the rise of mobile devices, which allow consumers to quickly email wherever they are, means that the number of messages companies receive is actually growing.With many midsize organisations receiving over quarter of a million emails every year, coping with email customer service can be a stru...
Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises.Customer service expert and blogger, Shep Hyken, articulated in a recent post that promises to custome...
Understanding what customers want, what they like and incorporating their ideas into future products and services is central to improving customer engagement. This in turn builds loyalty and customer recommendations, driving further sales.Consequently most large organisations run Voice of the Customer (VoC) programmes that aim to collect data from consumers and use it to make changes that impact t...
Today, businesses understand that they need to engage with customers, whatever the channel, if they want to be successful. Customers are demanding more, across every sector, and, with social media, they have a megaphone to publicise their experiences (good or bad), instantly, around the globe. The number of interactions is increasing dramatically and consumers want faster answers than ever before....
It may surprise people that this year marks the 32nd birthday of email, with the original copyright on a program to send and receive emails granted in 1982. That is seven years before Tim Berners-Lee developed the World Wide Web while working at CERN. Over the last 30+ years email has changed the way we communicate at work and play with 114.8 billion emails now sent on a daily basis. And this...
When interacting with organisations, customers value convenience, speed and consistency above all. Self-service systems deliver in all three of these areas, which is leading to their widespread adoption on the web. But self-service isn’t stopping there. Advances in speech recognition and voice to text technology mean that companies are beginning to look beyond websites to applying self-servi...