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...
Complete end-to-end conversation tracking and social media interaction management
Charities Aid Foundation (CAF) is one of Europe’s largest charitable foundations, producing research on charities, developing policy ideas and working to help good causes thrive. CAF had two objectives when it came to customer service, to improve...
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.
Thanks to Eptica we can now save the lives of more animals at risk than ever before. It’s as simple as that!
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
Delivering great email customer service can reduce your service costs by half.
Improve online customer experience. Dramatically reduce inbound calls and emails.
Improves first contact resolution and consistency of agents’ answers.