United Kingdom

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!

Véronica Morrison – Information and Advice Manager RSPCA

English
You are here

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!

Véronica Morrison – Information and Advice Manager RSPCA

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.

Infographic: knowledge at the heart of CX

Given its importance, how good are organisations at meeting internal and external demand for knowledge? To find out Eptica conducted consumer research - and the findings show significant issues.

UK Retail Multichannel Customer Experience Study 2016

New report available: 40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Infographic also available.

Study: Putting knowledge at the heart of CX

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but many brands are failing to meet rising expectations. Download new report, incl consumer survey findings.

Eptica Email Management

Delivering great email customer service can reduce your service costs by half.

Infographic | 2016 UK Retail Multichannel Customer Experience

40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available.

Pages