Eptica Accelerates Adoption of Online Customer Service in Europe

Eptica to Help Spanish Ebusinesses Cut Costs and Turn Online Visitors into Shoppers

Eptica, Europe's fastest growing provider of multi- channel customer interaction software, has launched its intelligent web self-service and email management solutions to the Spanish market to enable ebusinesses to improve online service and cut customer service costs. Spain is experiencing rapid growth in e-commerce; echoing the trends already seen in the UK and France. Eptica will enable businesses to manage the predicted escalation in the number of inbound phone calls and emails they are set to receive - and maximise every opportunity to increase online sales.

FNAC, the second most visited website and one of Eptica's first customers in Spain, is using Eptica Email Management® to improve online service. FNAC sells CDs, books, DVDs and computer accessories in stores throughout Europe and online and receives 600,000 visitors to its website every day. Its Spanish contact centre is able to handle emails more efficiently to the extent that response times have halved. “We can now handle twice as many emails with the same number of agents,” said Carmen Sorbrecueva, Head of Customer Services at FNAC.es

Olivier Njamfa, CEO of Eptica commented: “As Spanish consumers become more confident making online purchases, they will also demand high quality, efficient online customer service. Organisations wishing to meet customer expectations, increase online conversions and attract new customers will need to have the right systems in place.”

Eptica Self Service® uses a powerful semantic search engine and dynamic knowledge database of product and customer service information to give customers the power to quickly find the answers to their questions online. This significantly reduces the number of inbound emails received by the contact centre by approximately 80%, leaving agents with more time to focus on complex or high-value enquiries. Customers requiring further assistance can escalate their enquiry by phone, email or chat.

Eptica Email Management® automatically provides agents with the right answer from a knowledgebase of email templates along with a history of each interaction with the customer. Agents can edit templates to suit specific enquiries in order to personalise and improve the quality of their replies. This in turn increases first contact resolution and reduces repeat emails. The process of answering customer enquiries is also used to automatically create web self-service content. Companies using Eptica Email Management typically cut repeat emails by 25% and email handling time by half.

Olivier Njamfa concluded: “Eptica has delivered world-class online customer service solutions for over ten years. In this time we have supported the development of e-commerce throughout much of Europe. Eptica is very well qualified to help Spain's e-commerce operators accelerate their online business.”