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    Improving customer engagement and satisfaction through better quality of service

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    2

    Reducing Customer Service costs by increasing efficiency

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    3

    Driving sales by maximizing every sales opportunity

Latest Resources

US Eptica Insurance Multichannel Customer Experience Study

We evaluated 100 leading US insurers, spread across ten sectors, on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter...

  • UK 2016 Eptica Multichannel Customer Experience Study

  • Consumers vs Agents: Can the Gap be closed?

  • January 12, 2017

    What were the top customer service trends of 2016?

    As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

  • January 05, 2017

    Consistency must be the customer service buzzword in insurance

    Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however they made contact.

  • October 06, 2016

    U.S. Insurers failing to deliver on digital customer experience

    Despite the growth of digital channels, insurers seem to be stuck in an analog world, unable to respond accurately, quickly or consistently to customer queries asked via the web, email, Twitter, Facebook or chat, according to new Eptica research.

  • June 08, 2016

    Eptica wins prestigious Customer Service awards in Asia Pacific

    Advanced linguistics technology and CEO recognized as leading the way in customer experience at the 5th International Customer Relationship Excellence Leadership Summit in Hong Kong. Organized by the Asia Pacific Customer Service Consortium (APCSC) ...