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.
United Kingdom
2017 UK Retail Customer Conversations Study
40 leading UK retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook, along with 1000 consumers...
Infographic Trust & CX
79% of UK consumers will switch brand if trust breaks down. This is the headline finding of the 2019 Eptica Digital Trust Study, which surveyed 1,000 consumers on their attitudes to trust, as part of wider research into customer experience in the UK
Eptica Social Media Interaction Management
Complete end-to-end conversation tracking and social media interaction management
With 300 stores across the UK and an expanding online business, The Works serves over 22.5 million people every year. The company stocks books, toys, gifts, stationery and arts & crafts at discount prices, and sells over one million products every week. Learn more...
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The Works
- Industry : Retail
- Product : Eptica Customer Engagement Suite, Email Management
- Country : United Kingdom
The Works receives over 180,000 emails every year...
With 300 stores across the UK and an expanding online business, The Works serves over 22.5 million people every year. The company stocks books, toys, gifts, stationery and arts & crafts at discount prices, and sells over one million products every week. Learn more...
Infographic | 2017 UK Insurance Customer Conversations Study
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels
The State of UK Retail Customer Experience
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.
Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs
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Domestic & General
- Industry : Insurance
- Product : Eptica Customer Engagement Suite, Agent Knowledge Base
- Country : United Kingdom
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. Through its Fido knowledge management project, powered by Eptica, it has transformed customer service by centralising knowledge
Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. The company has transformed customer service by centralising knowledge, enabling its 1,400 agents to deliver faster, more consistent information to customers.
In the UK, Domestic & General’s customer service is delivered by 1,400 employees split between contact centres in Brighton, Nottingham and Bedworth. Ensuring these front line agents are able to provide excellent, efficient service to customers requires access to consistent and comprehensive information. This customer service information, which includes contact details for manufacturers and details of warranty plans, needs to be at the agent’s fingertips so they can respond quickly when on the phone.
Previously this information was stored in a paper based system. This meant that staff needed to manually search physical folders to find the answers to customer questions, slowing the pace of service, reducing consistency and lowering First Contact Resolution rates. Updating manuals was both time consuming and laborious – meaning that new information couldn’t be communicated quickly to staff. This paper-based approach also increased the training time needed to bring new staff up to speed.
Domestic & General realised it needed to change how it managed customer service information with a system that would allow knowledge to be centrally accessed and shared across the entire service operation.
Agent Knowlegde Base Benefits
Domestic and Genral improve her efficacity and communication with Eptica and :
22%
Reduce average call time
55%
reduce hold times
20%
to reduce in training time for an agent
UK Insurance Multichannel Customer Experience Study 2015
Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.
2017 UK Insurance Customer Conversations Study
20 leading UK retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook, along with 1000 consumers...