Eptica customer L’Occitane has been recognised for the strength of its customer service, ranking first in the prominent 2014 Qualiweb/Stratégies index for email and fourth in the category for social media. It is the only brand to feature in both categories, demonstrating the strength of its multichannel service and consistency of its approach. Running since 1998 and organised by independent...
Retailers are facing unprecedented pressures. They need to move to an omnichannel world, providing a consistent and satisfying experience however customers choose to shop while battling poor economic conditions that are putting a brake on consumer spending.Within these overarching challenges, Eptica has identified four key trends that retailers need to act on if they are to survive and grow in the...
Despite the growth of other channels, email is still the first choice for a large number of consumers when it comes to contacting organisations. It provides a full audit trail for customers (and companies) and people often feel it is the best way to raise specific complex or technical questions – provided of course, you get a fast, accurate answer.Independently testing the quality of the ema...
Paris Exposition: Eiffel Tower, Paris, France, 1900 (Photo credit: Brooklyn Museum) As the clock ticks down towards Christmas, there is still time for retailers to make final changes to their websites in time for their busiest period. Continuing economic woes around the world mean that customers are demanding the highest levels of online service – if not, they will simply click across ...
christmas 2007 (Photo credit: paparutzi) It seems strange to be talking about Christmas in mid-summer, but plans for the festive season are well under way at most retailers. Decisions about key products are being currently made and programmes of store refurbishments are happening now as companies seek to be ready for their busiest time of the year. Current poor economic conditions really do ...
Organisations across the world are grappling with how to best use social media for customer service. In an era where consumers are increasingly using networks such as Facebook and Twitter to share their experiences, good and bad, how should companies respond? Who should handle enquiries? How can processes be changed to ensure that enquiries are dealt with quickly to keep customers happy, while sti...
Competition in retail has never been harder – and the pace of change is ever accelerating. Just as traditional bricks and mortar shops have evolved to have a web presence, they are now faced with the challenge of integrating other new channels, such as social commerce and mobile into their strategies.While social commerce is still in its infancy, customers are increasingly looking to interac...