At Eptica, our growth has always been driven by innovation that helps companies deliver customer service more efficiently, deepen engagement and increase satisfaction. So we’re delighted to announce record revenues for 2013, with our turnover breaking the $10m barrier for the first time, by hitting $10.6m. With an annual growth rate of 18%, we’re outperforming the overall software mark...
Customer service teams face growing challenges, particularly around understanding and responding to the growing number of unstructured queries they receive through digital channels such as email, social media and the web. In previous posts we’ve explained what linguistics (the scientific study of language) is and how it re-writes the rules for successful customer service. In this article, I ...
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...
Delivering the best possible customer experience requires a combination of focused strategy, well-trained staff, a customer-facing culture, robust processes and the technology to underpin the end-to-end customer journey.Strong, well-implemented systems that are straightforward for agents to use are vital. But in a market where customer service technology can mean anything from a standalone Twitter...