Channels, such as email and social media, have increased the pressure on organisations to deliver a fast, accurate response. Whereas consumers would have happily waited at least for a week for a reply to a letter, expectations for email are that queries will be answered with 48 hours (although our own Eptica Multichannel Customer Service Study found that many companies are much slower than this.)S...
The need for customer service teams to embrace social media is growing, as more and more consumers use the likes of Twitter and Facebook to ask questions, complain and share their experiences of brands. In our own research we’ve seen that more and more UK companies are now making social media part of their strategy. The 2012 Eptica Multichannel Customer Experience Study found that 70% and 64...
It is fair to say that the rise of social media worries many organisations. It provides a very public way for customers to communicate with you and to complain. And unlike traditional channels such as email and phone, what customers say (and how you respond) is visible to the entire world. This, and the widespread belief that social media is solely used for negative comments mean some companies ha...