SMS

Mobile – at the heart of the customer experience

Published on: November 27, 2015
Author: Eptica

According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University, also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.For many, their phone is the first thing they...

5 Areas to focus on for customer engagement

Published on: September 26, 2014
Author: Pauline Ashenden - Demand Generation Manager

This week’s Eptica Customer Day brought together customer service professionals from multiple sectors, enabling them to compare best practice and learn from each other.  It was also a great opportunity to tap into the experience that Eptica has gained working on multichannel customer experience strategies and implementations around the world. My thanks again to all those who attended, i...

Chat overtakes text – what it means for customer service

Published on: May 01, 2013
Author: Epticablog

Figures released this week show that for the first time more messages were sent through instant messaging chat apps (such as WhatsApp) than SMS text. The research, from analysts Informa, found that 19 billion messages were sent per day in 2012 on chat apps, compared to 17.6 billion texts. And this gap will widen substantially. Informa believe that chat apps will generate 50 billion daily messages ...