Search and Self-Service in CX
Customers need all sorts of information and help from the brands they deal with, and they’re used to expressing this as a question: “How do I..?” or “What’s the best xxx?”, with the right keywords in order. The search engines have trained us well...
Businesses struggling to meet customer expectations
UK businesses are failing to satisfactorily answer over a third (36%) of all routine queries asked on the web, email, Twitter and Facebook, with performance dropping by 5% since 2019. The research, from customer service software provider Eptica, an Enghou
7 ways to get ROI from your Voice of the Customer program
In today’s hyper-competitive world, it’s a business imperative to understand the needs and expectations of customers if businesses are going to survive and thrive. That’s why the vast majority run Voice of the Customer programs to listen to feedback...
Insurance Firms Failing to Ensure Digital Experience Satisfaction
Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research.
Lack of trust in insurance companies driven by poor customer engagement
Insurance companies ranked low in a list of most trustworthy industries, with the survey offering insights into how the industry can improve customer engagement
Insurers Neglecting Customer Service on Digital Channels
Poor performance and focus on social media damages trust and risks future revenues.
4 ways to drive collaboration and improve customer service
In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. Whether it is the delivery driver, a broadband installer, or an agent in a contact center, they are all part of the customer experience and responsible...
The 4 factors behind customer channel choice
Customers today want to be able to make contact across more channels than ever before – and demand the same consistent, fast and engaging answers on everyone. Fail to deliver this and you’ll erode brand trust...
Retail Brands Fall Short of Consumer Expectations on Social Media
A survey conducted by Eptica which looked into the way that social media platforms are being used by retailers to deal with customer questions and complaints has found that many of the biggest retailers are failing to take full advantage of such services.
Twitter and Facebook worst channels for retail customer experience
Social media is now where people shop and where they need to be serviced. Retailers failing to use social for customer service – apart from in Fashion, which has game...
Warning for Retailers who Neglect Social Media Channels
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive Customer Experience improvements, according to the 2019 Eptica Digital Trust Study...
Twitter and Facebook worst channels for retail customer experience, finds research by Eptica
As part of the 2019 Eptica Digital Trust Study, 20 fashion and food & drink retailers were evaluated on their digital customer experience, alongside brands from other sectors, by testing their accuracy and speed at answering relevant, routine queries...
Twitter and Facebook are the worst channels for fashion retail customer service
Fashion retailers are doing more to respond customer queries via Twitter and Facebook than companies in other sectors, but they are still failing to acknowledge the link between social media responsiveness and customer trust.
UK Consumers Switch Brands If Trust Breaks Down
Eptica research finds automotive, technology, insurance and government least trusted sectors. Failing to build trust undermines customer loyalty and damages revenues...
How to drive loyalty with meaningful conversations
There’s a lot more to customer loyalty than factors such as product range and price. Essentially, at a time when competitors are just a click away, they want to be treated as individuals, and feel that they – and their time – are being valued....
Trust ‘Vital’ in Building Long-Term Relationships With Customers
Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.
How best to engage consumers: Facebook and the web or good old fashioned email?
Consumers need to be engaged, but which channels should retailers be using? Well, the jury’s out as to whether social trumps email or vice versa, so here is what we know…
Three Attributes of Best-in-Class Customer Listening
Eptica found that 78% of UK brands have some sort of Voice of Customer (VoC) programme in place. VoC Programmes are a valuable mechanism for aggregating transactional feedback after specific interactions and helping organisations close the loop...
Challenges of Using Social Media for Customer Services
Fewer users are going to social networks for customer service, but businesses can turn this trend to their advantage.
The 4 drawbacks of relying on surveys for VoC
Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues...
Why empathy is vital to successful customer service interactions
One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight...
4 areas where VoC programmes need to change
Given the importance of customer experience to business success, it is no surprise that 78% of companies try to measure customer satisfaction, according to new Eptica research...
Listen up! Brands Ignoring Voice of the Customer, Research Reveals
The findings from Eptica show that just 24 percent of brands feel that existing measurements such as NPS, CSAT, and CES give them the deep insight they need to transform their business, and the experience they provide to customers....
Brands failing to listen effectively to the voice of the customer says new research
While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer...
Not Dealing With Failure Demand Is Hurting Your Customer Experience
Eptica's 2018 Customer Experience Automation Study estimates that inbound call enquiries into contact centers in the UK is costing brands over £4 billion every year.
How Automation Can Boost CX and Efficiency
Two interlinked trends are driving customer experience today. In an ever-more competitive, winner takes all world, brands understand the vital importance to the bottom line of engaging more deeply with their customers. At the same time,...
The best digital marketing stats we’ve seen this week
It’s a fascinating roundup of digital marketing stats this week, featuring just how much extra money data literate companies make, and how many paid brand collaborations are disclosed by influencers on social media...
CRM trends: Customers increasingly contacting brands as demand for chatbots grows
The average UK consumer now contacts organisations 9 times per month, equating to 463.5 million monthly contacts – which costs brands an estimated £1.227 billion per month to answer, according to new research...
UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion.
New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies.
Are brands giving consumers the right answers?
Today’s brands understand the importance of delivering service that meets customer expectations. They recognise that a big part of this is about managing knowledge in order to deliver fast, consistent, personalised and accurate responses to questions...
C-suite career advice: tips for aiming at a c-level position
What was the most valuable piece of career advice that you received? This was given to me by someone I worked with when I was in the UK. He told me to always do what you like and enjoy, rather than being sidetracked into other things.
UK consumers demand better – or they’ll move to rivals
Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations.
UK consumers ‘demanding more detailed, personalised answers from brands’
Providing more detailed, personalized answers to consumer questions on their channel of choice are now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed say this makes them...
Put knowledge at the heart of your CX or consumers shall move to rivals
91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer service agents don’t have the information needed to respond to their queries.
Consumers demand better & more detailed answers from brands
The research, part of the 2018 Eptica Knowledge Management Study, found that consumers have rising expectations. 88% want brands to be more transparent and provide more in-depth information, while nearly two thirds (65%) say their questions...
Consumers demand better answers from brands or they will move to rivals says new research
Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations...
Digital by Default News
Birmingham City Council turns to AI for customer service
Call Centre Helper
We Are in Denial About Omnichannel Engagement Being a Done Deal
Call Centres Briefing
Customer Experience Worsening, Reveals New Survey
Customer Experience Magazine
Firms Failing to Keep Up With Customer Questions
UK customer experience worsening as social media performance slumps
Own the conversation and you own the customer
Infographic: Brands failing to deliver on chat customer experience
Brands failing to deliver on the CX with chatbots says new study
Consumers increasingly want to use chat for customer service
Here’s Why Insurers Can’t Get It Right With Consumers
Discovery the new customer journey
Significant drop in digital customer service performance among UK insurers
Insurance customers expect more
UK insurers “failing to meet expectations”
The Digital Insurer
UK insurance digital customer service worsening: 68% of queries left unanswered
Contact Centre News
Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
Mind the Retail Customer Experience Gap
Institute of Customer Service
Channel-hopping challenges retailers
UK retailers not delivering on customer experience, claims report
Less than 8% of retailers respond to customer queries across all channels
Chat and email rule for customer queries but too many stores lag on reply speed
Reality of online retail service experience 'average'
How the UK customer experience might be improved
UK Retail Customer Experience Failing To Improve?
Creating Meaningful Conversations
Ten Customer Service And Customer Experience Trends For 2017
AI is getting more human
Which supermarket is the social customer service leader?
UK insurers beat those in the US for Digital Customer Experience
U.S. Insurance companies fail to deliver on digital customer experience
Insurers struggling to adapt to digital channels, leaving millennials in the dark
U.S. insurers fail to offer digital customer experience
Six Ways To Avoid Social Media Customer Service Failure
Morning Briefing: US insurers stuck in an analog world says study
U.S. insurers failing to deliver on digital customer experience: study
Email beats web for insurance customer service
Digital: Using social media to engage customers
Leading UK insurers need to improve responses to Social Media enquiries
UK retail customer experience – stuck in a rut?
UK insurers performing well on email, not social, for customer service
Brands' Choice: Respond To Emails, Or Pay To Recruit New Customers
Retailers offer best online customer service via Facebook
Facebook, email top customer service channels in U.K.
Retailers ‘inconsistent’ on social media queries
Customer Service Guru
Facebook is the UK’s Favourite Customer Service Channel
Facebook named most accurate digital channel for customer service
Facebook and Email beat Twitter for Retail Customer Service in the UK
Retail Technology Review
Retailers must merge channels to deliver seamless customer service
Research Shows Challenges of Using Social Media for Customer Services
12 intriguing digital marketing stats from the past week
Study: Social beats email for customer service
Companies Fail To Respond To Customer Emails
Why Are You Ignoring Angry Customers?
Making customer service part of everyone’s role
Room for Improvement in Retailers' Social Customer Service; Response rates are above average on Facebook
Shoppers Unimpressed With Festive Retail Experience
Letter from America: A post-mortem on round one of Christmas shopping
Consumers Expect More from Holiday Customer Experience
3 Ways to Keep Customers Shopping In Stores During the Holidays
Holiday retail experience underwhelms
U.K, U.S. consumers not thrilled with online holiday shopping experience
Holiday service leaves shoppers not so happy
Customer service experience not living up to shoppers' expectations
23% of shoppers buy on mobile in stores
U.S. Consumers Unhappy with Holiday Retail Customer Experience in Store and Online
Chain Store Age
Study: Holiday service leaves shoppers not so happy
Consumers Dissatisfied With Festive Retail Experience
The UK’s newest shopping day, Black Friday, surges with nearly 36% online sales growth
Retailers Failing When Using Social Media To Answer Complaints
Retailers Failing With Social Customer Service
Figuratively Speaking for November 15, 2015
Call Centre Helper
Social Media Response Time, Are You Fast Enough?
Email beats out social network tools in consumer communications
Email delivers the fastest and most accurate customer service in retail
Gaps in Customer Expectations and Service Delivery Prevail
Why is social media not working for customer service?
The Mad Marketer
Are customer service departments neglecting social media?
Holiday Roundup: Email beats social, shoppers don't like the creep
Three-Quarters Surveyed In Retail Study Say Email Is Best Customer Service Channel
En atención al cliente, ¿es mejor el e-mail que las redes sociales?
Social customer service: The best retailers just “get it”
Is email the best channel for customer service?
U.S. retailers only answer 20% of questions sent through Twitter finds Eptica study
Email Beats Social Media As Best Channel
Social Service: More Customers Are Venting Complaints On Social Media
“Negative connotations” affecting insurance sector experience
Customer complaints and dealing with the rising numbers
Contact Centre Transform Into A Customer Experience Powerhouse
UK retailers failing at customer service
Call Center Helper
Where We Are Really at in Omni-Channel
Customer Experience Magazine
How do UK insurers score for multichannel customer experience?
Insurers advised not to forget traditional channels when communicating with millennials
Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
CRM trends: Most consumers feel brands misunderstand them online
Brands are losing customers thanks to language barriers and poor online responses
Insurance companies struggling to hit multichannel targets
10 most enlightening digital marketing stats from this week
UK insurers failing to deliver multi-channel service to customers says survey
Insurers failing to deliver multi-channel customer service, study finds
UK insurers failing on multichannel customer service
Insurers ‘failing on multi-channel’
Contact Centre News
Eptica research finds multichannel customer service not improving
UK retailers improve their Twitter customer service
Call Centre Helper
Social Customer Service Pioneers Make it Harder for Latecomers & Here’s Why…
Customer Experience Magazine
Are Your Customers Omnichannel By Choice?
Four In Five Customers Will Switch After A Bad Digital Experience
'Understanding gap' frustrates consumers
Lack of research undermining the sales pitch
Contact Centre News
Brands risk customer churn by failing to understand consumers on digital channels
Times Business Line
The advantage of complaining in #ashtags
Contact Center World
Industry Research : UK Retailers Failing at Email Customer Service but Improving on Twitter
Gamification and customer service: How to make it the perfect combo
Multichannel Customer Support Still Has a Long Way to Go in the UK
Is Customer Service Going To Get Worse Before It Gets Better?
Customer service departments leave 50% of online queries unanswered...
Companies struggling to cope with multichannel customer service...
Contact Centre News
UK brands are failing to improve the customer service they offer, according to a new study...
Twitter overtakes email for fast, accurate customer service, says study
'Hashtag fail' for UK firms' online customer service
Eptica research sees Twitter overtake email for fast, accurate customer service...
Seven tips on building a business case for customer service investment
Monsoon and The Works use new technologies to boost customer experience
Are retailers missing a trick online?
UK e-retailers pay a price for failing to make information easy to find
UK retailers failing the secret social shopper quiz
Has the web customer experience come of age?
Eptica accelerates growth in Q2
E-mail still has the chops for customer service
Note to Marketers: We’re Not Waiting Any More
U.K. insurers' digital customer experience left wanting
UK Insurers Failing To Deliver Channel Choice
Insurers ‘struggling’ with social media
Consistency – the key to multichannel success
Call Center Helper
Azzurri has added Eptica email and knowledge management to its portfolio...
Eptica accelerates growth with record first quarter revenues
What’s the current state of the UK customer experience
Customers Heard On Twitter – But Often Ignored
Twitter a 'dangerous game' for companies neglecting their presence
Only 39% of companies answer customer service questions asked through Twitter
Twitter least effective customer service channel for UK brands...
Abandon Email As A Customer Service Channel At Your Peril