Blog

How to handle customer service complaints on social media

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

Social media has radically changed the relationship between brands and consumers. Today customers increasingly expect companies to quickly answer questions and queries via social networks such as Twitter and Facebook. Additionally, they are accustomed to leaving feedback through reviews sites such as TripAdvisor and Yelp. In fact, a J.D. Power study found that two thirds of customers who contacted...

5 ways knowledge management can transform your customer service

Published on: February 10, 2015
Author: Steve Nattress

If you ask consumers to list their main issues with poor customer service then receiving inaccurate, incomplete or plain wrong answers are normally at or near the top. Whatever channel they contact you through; consumers want a response that shows you understand their query and an answer that solves their problem. However, contacting a company can often resemble a lucky dip, with consumers re...

3 Key trends that will impact the delivery of customer service

Published on: February 06, 2015
Author: Pauline Ashenden - Demand Generation Manager

The quality of customer service and customer engagement delivered by a company is key to how customers view it and helps to differentiate from competitors, as Gartner points out in a recent report about customer service.As part of this, Michael Maoz of Gartner highlights 3 key trends that will influence how customer service is delivered over the next few years: 1. The rise of self-service Whi...

The continuing rise of self-service

Published on: February 04, 2015
Author: Dharmesh Ghedia

In a world that continues to get busier, customers increasingly value convenience and speed when interacting with companies. Whether it is buying from a local shop because it is easier than getting in the car and driving to an out of town supermarket, or banking via a smartphone or tablet, people want a seamless experience that minimizes the time they need to spend on activities.

Is utility customer service powerful enough?

Published on: July 27, 2012
Author: Epticablog

electricity (Photo credit: Terry Freedman) The utility sector has often struggled with customer service but new figures seem to show that performance is improving. The latest quarterly statistics from Consumer Focus found that overall complaints about the six major energy companies fell by 7% in the first quarter of 2012. This meant that the average number of complaints was 77 per 100,000 cu...

Never forget email!

Published on: July 25, 2012
Author: Epticablog

In an era where new channels such as social media and mobile are receiving huge attention, email customer service can sometimes feel a little last century. After all as a channel that has been around for a while, companies must surely have implemented a strategy to successfully cope with email – and nowadays people are all migrating to other channels aren’t they?Unfortunately for anyon...

Cyber Monday and customer service

Published on: December 06, 2013
Author: Lloyd Buxton - Business Development

We’re now well into the Christmas shopping season, with Cyber Monday behind us and both retailers and analysts releasing their first figures for sales. This seems to show a strong start for many retailers, helped by promotions around Black Friday and Cyber Monday. John Lewis said online sales for the week ending 30 November were 35.7% higher than last year, while ChannelAdvisor reported that...

Three ways of using linguistics to deliver a superior customer experience

Published on: December 02, 2013
Author: Eptica

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...

Hastings Direct enhances customer service with centralised knowledge

Published on: December 05, 2013
Author: Eptica

As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple brands and a greater range of products. This means that traditional methods of collecting and sharing knowledge (such as physical folders or handbooks) no longer provide fast answers to staff, leading ...

The top 5 areas where linguistics delivers for customer service teams

Published on: December 11, 2013
Author: Eptica

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 ...

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