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,...
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...
When you think how many personal and business emails you receive every day, the number can be daunting.But multiply that by a factor of one hundred or more and you get an insight into how many emails the average contact centre receives. The sheer ease of writing and sending emails, whether via PCs or increasingly through smartphones or tablet computers means that, for many, they have replaced lett...
With schools having broken up, the summer holiday season is now very much upon us. And with customers now having a bewildering range of destinations and providers to choose from (yak trekking in Mongolia anyone?) and an enormous range of user generated reviews, the pressure is on travel companies to deliver the highest levels of customer service.So, it is interesting to see how travel companies fa...
Failing to answer customer service queries has an obvious impact on an organisation – customers and prospects get upset and vote with their wallets, leading to a loss of sales and a dent to the brand. Nowadays more and more consumers also broadcast their concerns on social media, generating further impact on company reputation.What is less well-explored is the other consequence of customer s...
In the move to a digital world it is easy to overlook that a huge percentage of customer communication is still through traditional mail and fax – so called white mail. This is particularly true in industries such as banking and insurance where legal requirements mean documents need to be signed and returned. And in many cases customers feel more secure having signed and posted a document ra...