The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....
In today’s competitive environment, organisations need to deliver consistent, rapid and personalised responses to consumers, based on understanding the tone and style of the language they use. And they need to do this faster and across more channels and interactions than ever before.Linguistics, the scientific study of language, provides the answer to this growing challenge. It enables compa...
When customer service became formalised into a specific department the primary channels were the telephone and post. Hence staff were organised in a call centre, as a large part of their job was answering telephone calls, along with responding to letters from customers.A lot has changed since then, with a plethora of new channels now available for customers. The rise of email, the web, social medi...
Eptica has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications, marking the third consecutive year that the company has been included in the Magic Quadrant which contains just 13 companies worldwide.This continued inclusion follows a year of accelerating growth for Eptica. In 2012 the company raised £5.7m in a new funding round from new ...