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    1

    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?

  • March 01, 2017

    37 billion reasons to improve customer experience

    Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.

  • February 22, 2017

    Building a strong customer-focused service culture

    Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

  • 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) ...