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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...

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...

How can APAC retailers cope with customer complaints?

Published on: June 10, 2015
Author: Vincent Giraud - Business Development Manager

A research in 2014 from the Customer Satisfaction Index of Singapore (CSISG) has found that retail is the most complained-about sector in the country. According to the Index, consumer satisfaction with the overall retail sector declined significantly, dropping by 3.5%

What’s the state of digital customer experience in UK banking?

Published on: May 26, 2015
Author: Pauline Ashenden - Demand Generation Manager

The reputation of banks with consumers has suffered a dramatic fall in recent years. Branch closures, misselling cases such as those around PPI and, of course, the part that banks played in the financial crisis have all contributed to low consumer trust in the sector. At the same time the UK government has made it much easier for consumers to switch providers, attracting new entrants to the m...

How can retailers cope with customer complaints?

Published on: May 07, 2015
Author: Pauline Ashenden - Demand Generation Manager

New research from Ombudsman Services has found that retail is the most complained-about sector in the UK. According to the organization’s Consumer Action Monitor there were 18.5 million complaints to retailers in 2014, 28% of the UK’s total, split evenly between online and in-store transactions. Retail was far ahead of telecoms (15%) and energy (11%), when it came to attracting co...

What’s the state of online customer experience in the UK insurance sector?

Published on: April 30, 2015
Author: Pauline Ashenden - Demand Generation Manager

The rise of internet and digital channels has radically changed how people research and buy insurance. It’s now extremely simple for consumers to shop around and get online quotes before renewing their policies – especially since the rise of price comparison websites.

What does Facebook for Business mean for customer service?

Published on: April 08, 2015
Author: Pauline Ashenden - Demand Generation Manager

Customers today want to communicate with businesses on more and more channels – and the number is increasing all the time. The last few weeks have seen the launch of multiple new ways of communicating – all of which have the potential to impact customer service.Firstly, Periscope and Meerkat, two new live streaming services have been introduced. Sitting on top of Twitter, these apps al...

The need to bridge the customer engagement gap

Published on: March 27, 2015
Author: Robin Tandon - Senior Product Marketing Director

Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships. However there is a growing gap between the two sides, according to new Eptica research.

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