multichannel

The UK insurance customer experience – struggling to deliver?

Published on: June 20, 2014
Author: Pauline Ashenden - Demand Generation Manager

Insurers in the UK are under unprecedented pressure. Margins have been slashed by the rise of the internet and price comparison sites, competition is growing, customer loyalty is at an all-time low and claim costs and regulation are both increasing.Against this backdrop,the balance of power is shifting overwhelmingly in favour of consumers. They expect more, for less – and want answers faste...

Smiles and Systems – why good customer experience needs both

Published on: April 04, 2014
Author: Pauline Ashenden - Demand Generation Manager

Organisations can find it difficult to deliver a consistently good customer experience across every channel and every interaction. Customer expectations are constantly rising, and the growth in enquiries, often through unstructured digital channels, increases the pressure on businesses to perform, time after time.A good starting point for meeting these needs is to break the customer experience dow...

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...

The rise of Generation Y and what it means to the customer experience

Published on: November 22, 2013
Author: Eptica

Across the world customer satisfaction is getting worse – and younger generations are saying goodbye to the phone channel. These are just two of the headline findings from Dimension Data’s 2013/14 Global Contact Centre Benchmarking Report. The 16th edition of the report is based on a worldwide survey of 817 companies in 11 industries and 79 countries. It paints a bleak picture of ...

Finding the key to managing cross-channel customer service

Published on: October 16, 2013
Author: Eptica

Customers want to interact with companies on an ever-widening number of channels. And while newer channels such as mobile and social media may currently be hitting the headlines, it is vital that customer service teams don’t neglect traditional communication methods such as email, the web and phone.In fact, the total number of contacts, across every channel, is increasing. A recent study by ...

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 ...

The technology behind customer service success

Published on: July 04, 2013
Author: Epticablog

Delivering the best possible customer experience requires a combination of focused strategy, well-trained staff, a customer-facing culture, robust processes and the technology to underpin the end-to-end customer journey.Strong, well-implemented systems that are straightforward for agents to use are vital. But in a market where customer service technology can mean anything from a standalone Twitter...

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...

Extending retail customer service

Published on: April 03, 2013
Author: Epticablog

The retail landscape is now extremely complex. In an omnichannel world companies need to provide excellent, consistent customer service across a growing range of channels. However retailers don’t always have 100% control of every part of their operations. Logistics are outsourced to courier companies, contact centres can be run by third party providers and the infrastructure behind some new ...

Delivering the right customer experience

Published on: March 01, 2013
Author: Epticablog

There’s a lot of talk about the need to provide consumers with a superior customer experience. But how do organisations begin to implement a customer experience programme, who should be in charge and how does it differ from existing customer service activities?Eptica’s own research has highlighted a pressing need to improve the customer experience. The 2012 Eptica Multichannel Customer...

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