United States

Infographic | U.S. 2015 Multichannel Customer Experience Study Retail

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

US Retail Multichannel Customer Experience Study

We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...

Multichannel Customer Engagement Video

See how you can meet rising customer expectations and deliver fast, accurate and personalized responses via their preferred channel, as well improve insight into customer interactions across your organization...

Infographic | US Insurance Eptica Multichannel Customer Experience Study

Are insurers failing to deliver on digital customer experience?

US Eptica Insurance Multichannel Customer Experience Study

We evaluated 100 leading US insurers, spread across ten sectors, on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter...

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…

Study: Empowering your business with Customer Intelligence

To better understand the current usage of Voice of the Customer solutions, Engage Business Media surveyed a range of UK businesses via online research in Q4 2018.

Eptica’s solutions helps us to respond quickly and consistently across all channels. Thanks to Eptica Chat we can transform our customers into real brand ambassadors via every interaction worldwide

Anne-Sophie POUYAU International and European Customer Service Manager

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L'Occitane en Provence

  • Industry : Retail
  • Product : Email Management, Chat, Self-service
  • Country : France, United Kingdom, United States

Eptica’s solutions helps us to respond quickly and consistently across all channels. Thanks to Eptica Chat we can transform our customers into real brand ambassadors via every interaction worldwide

Anne-Sophie POUYAU International and European Customer Service Manager

L’Occitane en Provence, the French beauty product and fragrance brand founded in 1976, manufactures and sells natural and organic cosmetics and well-being products all around the world. With a business turnover of €1bn, the group is now marketed under five brands (L’Occitane en Provence, Melvita, Le Couvent des Minimes, Erborian and L’Occitane au Brésil) through 5 distribution networks and has over 2300 stores across 90 countries

Through its major international CRM systems upgrade project, L’Occitane intends to offer its millions of customers around the globe a more seamless and customer-friendly cross-channel experience.L’Occitane’s quality of service and customer guarantees needed to be identical when dealing with any major international issue, across all networks and all continents.

L‘Occitane’s Customer Service mission was to enhance the customer experience and improve operational efficiency through such initiatives as automation of low value-added tasks, improved customer recognition and KPI monitoring. In order to achieve this, and with a view to streamlining and optimising all of its customer relations systems, L’Occitane en Provence has chosen Eptica for its multichannel and multilingual customer relations management solutions. The group has also implemented a new Chat contact channel, with a view to making significant improvements to its conversion rate.

UK Retail Multichannel Customer Experience Study 2015

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