Blog

3 ways of successfully making customer service everyone’s job

Published on: March 25, 2015
Author: Eptica

In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a...

Evaluating the 2015 UK retail customer experience

Published on: March 20, 2015
Author: Lloyd Buxton - Business Development

Retailers face growing market challenges. Despite the UK climbing out of recession, consumer confidence is still fragile and likely to remain so in the face of a number of uncertainties on the horizon; a potential hung parliament, eurozone worries and interest rate rises. It’s not surprising that shoppers are still price sensitive, and are happy to move to rivals.

Can companies meet rising customer expectations?

Published on: March 18, 2015
Author: Robin Tandon - Senior Product Marketing Director

Think like a customer and value their time if you want to win and retain their business. These are the headline findings of recent research from Forrester, which looked at changing customer expectations and channel preferences.

What’s the state of UK email customer service in 2015?

Published on: March 13, 2015
Author: Pauline Ashenden - Demand Generation Manager

Eptica recently released the 2015 Multichannel Customer Experience Study, looking at the state of customer service provided by leading UK brands across the web, email, Twitter and chat channels. We’ve already discussed the topline findings of the Study in a previous blog, and this week I’d like to focus on the email channel, and how this has changed over time.Despit...

UK government embraces multichannel

Published on: March 11, 2015
Author: Lloyd Buxton - Business Development

Customer service is critical for organisations across every industry. Consumers are now demanding the same high levels of service, whatever type of company they are dealing with. This means that they expect a utility or bank to provide a similar experience to a retailer – and are not shy at complaining if they don’t receive the service they want.This equally applies to the public secto...

Making the travel customer service journey seamless

Published on: March 06, 2015
Author: Derek Lewis

As an industry, the travel sector has been radically changed by the internet. More and more journeys, whether by air or rail, are booked online, and the rise of social media and review sites has provided consumers with the opportunity to give their views on the service they receive. Passengers and guests are consequently becoming more and more demanding when it comes to the customer experience.Rec...

Is the spread of self-service slowing?

Published on: February 27, 2015
Author: Dharmesh Ghedia

In 2011 Gartner predicted that by 2020, 85% of customer relationships would be run without human intervention. At the time it seemed a startling target, but in just four years self-service has become the norm for many transactions. For example, how many of us actually phone or visit a bank branch? And if we do, it tends to be just to pay in or take out money through a machine. ...

Testing multichannel customer service performance

Published on: February 25, 2015
Author: Pauline Ashenden - Demand Generation Manager

We live in a multichannel world, where customers are demanding answers to their questions through an ever-increasing range of channels. It is therefore vital that brands are able to deliver the right experience, through the consumer’s channel of choice, if they want to retain customers, deepen relationships and build a strong, well-respected brand.At the same time, organizations have to ensu...

Making it easy for customers

Published on: February 20, 2015
Author: Lloyd Buxton - Business Development

In today’s time-poor world, consumers increasingly pick who they buy from, and what channel they use, based on ease of use. This can be seen in the growth of local shopping at the expense of out of town supermarkets, as well as the rise of techniques such as Click and Collect that make it simple to pick up online purchases at a convenient location.

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