multichannel

How good are UK insurers at successfully delivering the online customer experience?

Published on: February 13, 2013
Author: Epticablog

Insurance is an industry that has been radically changed by the rise of the internet. The move online has increased competition, particularly with the growth of price comparison sites which have slashed margins and made customer loyalty a thing of the past. But moving to this new, multichannel, customer-centric and low margin world is proving to be a major struggle for many insurers still hampered...

7 ways to annoy your customers

Published on: November 28, 2012
Author: Epticablog

Today, the customer really is king. The combination of ever increasing competition and greater customer expectation mean you need to deliver higher and higher levels of service, whatever sector you operate in.And, to be fair, most organisations understand the importance of customer service but many are failing to deliver what consumers actually want. This could be down to a lack of budget, not lis...

The state of the UK online customer experience in 2012

Published on: November 05, 2012
Author: Epticablog

There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their customers’ shoes and see for themselves how good service is. Visit your own website and ask the same basic questions that customers do – is it easy to find the right information and do your onlin...

Customer service and sales

Published on: October 25, 2012
Author: Epticablog

This week’s Eptica Multichannel Customer Experience Conference brought together leading businesses and industry experts to help share best practice when it comes to multichannel customer service.As well as insightful presentations from Domestic & General, Thomson Holidays and the Customer Contact Association, delegates heard from Paul Barnes, Eptica’s UK managing director on the tr...

Companies ‘deaf’ to social media complaints and questions

Published on: June 20, 2012
Author: Epticablog

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 wins Asia Pacific customer service excellence award

Published on: June 14, 2012
Author: Epticablog

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...

Delivering the right customer experience

Published on: May 01, 2012
Author: Epticablog

The technology behind better managing customer interactions is now a top 10 priority for CIOs, according to a new survey from Gartner. This rise up the rankings is being driven by a focus on improving the customer experience, particularly in the current recession, as well as the growing need to factor social media into company strategies. There’s also a major growth in the deployment of cust...

Eptica raises £5.7 million to accelerate growth

Published on: April 26, 2012
Author: Epticablog

In a difficult economic climate, raising new investment is notoriously hard, even for successful companies. So the news that Eptica has raised £5.7 million in a new funding round is a strong endorsement of the market need for our solutions and ability to grow. The funding comes from new shareholder Auriga Partners, alongside existing investor Omnes Capital (formerly Crédit Agricole Private ...

Eptica celebrates double digit growth in 2011

Published on: February 08, 2012
Author: Epticablog

Everyone knows that the current economic climate is difficult, with consumer spending down and competition increasing, whatever sector you are in. So, in this context Eptica’s results, with double digit revenue growth, demonstrate the success of our approach and the strength of our technology.Eptica’s consolidated turnover grew by 20% to $US 9 million (£5.67m), helped by signing ...

Making sense of multichannel retail

Published on: January 13, 2012
Author: Epticablog

The Christmas shopping season was bruising for some retailers, with high street names such as Hawkins’ Bazaar, La Senza and Black’s Leisure all plunging into bankruptcy. Overall sales were up by just 2.2% on December 2010 according to the British Retail Consortium, while e-commerce continued its rise, with online sales up by 30% compared to the previous year.One of the key trends highl...

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