Improving customer engagement and satisfaction through better quality of service


    Reducing Customer Service costs by increase efficiency


    Driving sales by maximizing every sales opportunity

Latest Resources

US Retail Multichannel Customer Experience Study

We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...

  • Consumers vs Agents: Can the Gap be closed?

  • UK 2015 Eptica Multichannel Customer Experience Study

  • November 27, 2015

    Mobile – at the heart of the customer experience

    According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University, also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.For many, their phone is the first thing they...

  • November 25, 2015

    Consistency – the missing ingredient in retail customer service?

    When it comes to customer service, consumers want the ability to contact you through their channel of choice and get the same positive experience - receiving fast, accurate and consistent answers - however they get in touch.Delivering consistency is therefore important to both customers and the organization itself. Inconsistency frustrates consumers as they cannot be sure that they’ve...

  • November 03, 2015

    Email beats social media as best channel for customer service in retail

    Email delivers the fastest and most accurate customer service in retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica..

  • August 07, 2015

    Eptica continues expansion in H1 2015

    Eptica announces continued operational growth on SaaS solution across the first six months of 2015. Revenues and profitability were driven by increased customer numbers, particularly from companies adopting its Cloud based solution.