Putting the human at the heart of digital CX
Noted expert on customer experience, Regine Vanheems, explains the challenges that brands face when it comes to digital CX and how technology can help overcome them.
United Kingdom
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Domestic & General
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million customers
Ageas Retail Intermediary
Part of Ageas UK, a leading provider of awarding-winning insurance solutions, Ageas Retail Intermediary (ARI) operates as an insurance intermediary within the personal lines insurance market. A key ARI brand is Kwik-Fit Insurance Services (KFIS) which...
2017 UK Digital Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...
RSPCA
RSPCA has slashed the time it takes to respond to cases of animal cruelty reported through its website, from days to a matter of minutes, after investing in advanced email management technology from Eptica.
UK 2016 Eptica Multichannel Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...
L’Occitane Group
Deployed in 17 countries, the Eptica solution covers both automated and augmented conversations: self-service, email, social networks and chat. L’Occitane uses Eptica’s shared knowledge base which is integrated into all digital channels and the telephone…
Thanks to Eptica we can now save the lives of more animals at risk than ever before. It’s as simple as that!
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RSPCA
- Industry : Other
- Product : Eptica Customer Engagement Suite, Email Management
- Country : United Kingdom
Thanks to Eptica we can now save the lives of more animals at risk than ever before. It’s as simple as that!
The Royal Society for the Prevention of Cruelty to Animals (RSPCA) has slashed the time it takes to respond to cases of animal cruelty reported through its website, from days to a matter of minutes, after investing in advanced email management technology from Eptica. The RSPCA has been looking out for animals since 1824. In its 170 branches, staff and countless volunteers work with endless energy and dedication to look after the tens of thousands of animals that come into its care every year. In the last year alone the charity investigated 159,686 cruelty complaints and rescued 130,033 animal.
The RSPCA is also regularly contacted for general pet health and behavioural advice. Since deploying Eptica Email Management online response times for veterinary advice has fallen from seven days to two hours, and for pet care and behavioural advice it has plummeted from 32 days to less than one hour.Eptica software has also enabled the RSPCA to build closer relationships with supporters by providing detailed records of every interaction that the charity has with its ‘My RSPCA’ users. The insights from these communications help the RSPCA to understand the interests of individuals and ensure that they receive relevant news and updates
Infographic | 2016 UK Multichannel Customer Experience Study
100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.