Blog

Insurers look to embrace social media

Published on: May 03, 2013
Author: Epticablog

Insurers have traditionally been slower than other industries when it comes to establishing themselves on social media. Worries about breaking regulations mean that they have been wary about launching onto Twitter and Facebook. Backing this up, own 2012 Eptica Multichannel Customer Experience Study found that just one insurer out of the UK’s top 10 had clear links displayed to Twitter and Fa...

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 ...

Eptica sponsors Executive Customer Contact Exchange

Published on: April 25, 2013
Author: Epticablog

The customer experience has never been more important to businesses. Channels such as social media enable customers to instantly share their views on brands with the world while advances in web and mobile technology mean that consumers now demand instant answers and a superior experience whatever device or channel they are using.Being able to balance these pressures while operating efficiently and...

How the customer experience market is changing

Published on: April 24, 2013
Author: Epticablog

This month we’re celebrating two years of publishing the Eptica Customer Experience blog, which began back in April 2011.From the start the aim has been to provide updates and opinions on the customer service market, highlight best practice and show how customer needs are changing. And the market has definitely been transformed. We’ve moved from multichannel to omnichannel and new (at ...

The mobile customer service shift

Published on: April 19, 2013
Author: Epticablog

Mobile devices such as smartphones and tablets are radically changing how customers interact with companies. Rather than being tied to their PC consumers are now demanding access to information anywhere and anytime, both for research and making final purchases. Businesses therefore need a mobile strategy to support consumer needs, with a seamless, high quality experience vital to winning and retai...

Delivering omnichannel success in an ever changing world

Published on: April 15, 2013
Author: Epticablog

Customers are demanding better service through more and more channels. And they have no patience for roadblocks on the customer journey. According to Forrester 34% give up or go to a competitor after an unsuccessful website experience. Those that do persist tend to switch to your most expensive contact channels – nearly half (49%) of those that couldn’t find information online either c...

Driving the customer experience forward

Published on: April 12, 2013
Author: Epticablog

The automotive market has changed dramatically over the last thirty years. From relatively unsophisticated machines with few electronics cars have evolved into high technology vehicles equipped with the latest safety features. And as cars are now much more reliable so they are likely to have longer lives, accidents permitting. But with this increase in complexity and longevity comes an rise in pot...

Turning customer service excellence into sales

Published on: April 10, 2013
Author: Epticablog

Successful organisations have long realised that delivering the best customer experience has a direct impact on their profits. Happier customers remain loyal, buy more and tell their friends about the good experience they’ve had. Upset customers move to your competitors and use social media to tell the world about the poor experience they’ve had to endure.This is backed up by research ...

Extending retail customer service

Published on: April 03, 2013
Author: Epticablog

The retail landscape is now extremely complex. In an omnichannel world companies need to provide excellent, consistent customer service across a growing range of channels. However retailers don’t always have 100% control of every part of their operations. Logistics are outsourced to courier companies, contact centres can be run by third party providers and the infrastructure behind some new ...

Preparing for the peak shopping season

Published on: March 28, 2013
Author: Epticablog

Retailers are facing unprecedented pressures. They need to move to an omnichannel world, providing a consistent and satisfying experience however customers choose to shop while battling poor economic conditions that are putting a brake on consumer spending.Within these overarching challenges, Eptica has identified four key trends that retailers need to act on if they are to survive and grow in the...

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