Self service

5 ways to make your self-service seamless

Published on: May 01, 2019
Author: Pauline Ashenden - Marketing Manager

Recent research from Gartner highlights the challenges of digital customer experience in 2019 – essentially brands need to deliver differentiated service, efficiently. Providing instant, seamless and easy service is at the heart of achieving these objectives – here are 5 ways self-service helps you deliver this.

Robots – the future of customer service?

Published on: August 19, 2015
Author: Derek Lewis

Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica’s study ‘The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?’, which found that nearly a third (31%) of consumers...

The 10 steps to digital customer experience success in banking

Published on: August 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.Three factors have dramatically changed this. Firstly, new channels such as the internet have transformed how consumers interact with their banks, while increasing the range of services that they can carry out themsel...

Are APAC health insurers delivering multichannel service to customers?

Published on: August 05, 2015
Author: Vincent Giraud - Business Development Manager

Health insurance is a rapidly growing market across Asia Pacific. The rise of a more affluent middle class and gaps in public healthcare mean that more and more people are now looking to private health insurers to provide for their needs.How consumers research and buy insurance policies, and then interact with insurers, is also changing fast, moving to a digital and multichannel world. Today, ...

Meeting the needs of the autonomous customer

Published on: July 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

The growth in online channels has dramatically changed how customers interact with brands in every sector. They now demand a better experience, across more and more channels, and are far less loyal to companies that fail to deliver what they want. As digital natives, they are empowered by the information they find online and use the internet and social media as their primary means...

Reducing the cost of telephone customer service

Published on: July 15, 2015
Author: Pauline Ashenden - Demand Generation Manager

Despite the rise of digital channels and the growth of multichannel customer service, the telephone remains vital for businesses and consumers. In fact, while customers are certainly increasing their use of online self-service resources, web chat and social, research from Forrester indicates that 73% still use the phone for customer service. However, one of the biggest issues...

Why customer service is vital to telecoms success

Published on: July 10, 2015
Author: Steve Nattress

Communications technology is now central to everyone’s lives. Whereas twenty years ago most people just had a fixed telephone line, today consumers rely on a combination of mobile phones, broadband, and wireless data, to communicate with the world, work remotely and stay in touch with loved ones. As the importance of telecoms has grown, so has the significance of the customer service...

International customer experience: comparing the UK and France

Published on: July 03, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Earlier this year Eptica released the 2015 UK Multichannel Customer Experience Study. Covering 10 sectors, it researched the strength of the customer experience delivered by 100 leading brands across the web, email, Twitter and chat channels. Some of the key findings were that:On average UK companies could answer less than half (48%) of all questions as...

Customer service and the public sector – how can it be improved?

Published on: July 01, 2015
Author: Derek Lewis

Last week UK government body HMRC said that it would spend an additional £45m to improve customer service for taxpayers. The money will be used to employ 3,000 more customer-facing staff, with a further 2,000 existing employees moved temporarily to help with the forthcoming tax credits deadline. The investment follows figures which showed that over a quarter (27.5%) ...

The widening online customer experience gap

Published on: June 19, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

The amount of time – and range of activities – that consumers carry out online continues to grow. It is now the first port of call for everything from shopping and banking, to researching and buying insurance policies, switching telecoms supplier or booking a holiday. No wonder that in 2014 UK ecommerce sales broke the £100 billion barrier for the first time, making up ...

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