| | Hello, Welcome to the latest issue of the Eptica newsletter. This edition features our most popular articles from the Customer Engagement blog and links to our most recent white papers. If you would like to discuss any of the articles and papers, or schedule a demo of Eptica's multichannel customer interaction management software, please don't hesitate to contact us. | | | |
| | |  | Customer Engagement Features & Articles | |
|  | 3 Ways of reducing customer query volumesThe volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback, threatens to overwhelm many organizations. So how can you cope with this tidal wave of questions? What is needed is a combination of smart technology and productive staff to ensure that customers receive fast, accurate service that is personalized to their individual needs. More... | | |
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|  | The widening UK customer experience gapCustomer experience vital to building and developing brand values - annoy enough consumers through poor service and your reputation will suffer. The balance of power has changed - your brand is what your customers say it is - not how you define it. The recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report, explains there has been scant change to customer service levels, with no overall improvement since 2013. Read on... | | |
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|  | What's the best channel for retail customer service?As we approach the holiday shopping season, it's a good time to look at how retailers perform when it comes to the customer experience and if they meet consumer expectations. Our new Retail Customer Experience Study evaluated 500 US retailers on their ability to provide answers to questions via the web, as well as their speed and accuracy when responding to email, Twitter, Facebook and chat. Click for 3 key findings... | | |
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