| Multichannel News Your customers want great service whichever channel they contact you through |
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| Latest news, case studies and articles on web self-service, email management, social customer service, e-commerce, chat, mobile and more | |
Webcast November
Web Customer Service - Putting Customer Experience First
November 25th, 1.00-1.30pm
Register now for a tour of the ‘must have’ features for successful online customer self-service.
Webcast December
The self-learning knowledgebase: Why it's the Holy Grail of multi channel customer service
December 9th, 1.00-1.30pm
Eptica positioned in Gartner Web Customer Service Magic Quadrant 2010
According to Gartner the knowledgebase for self-service is the most important component of the Web Customer Service suite.
We’re delighted that Gartner has highlighted, as a key strength, Eptica’s self-learning multichannel knowledgebase which uses every interaction to automatically fine-tune the link between inbound enquiries and relevant answers.
Case studies
Panasonic case study
Haven case study
Republic case study
Excellence in Multichannel Customer Service Celebrated at Eptica Customer Service Innovation Awards 2010
Haven, Republic, Capita and Shop Direct Group recognised for raising the bar in customer service
UK customer service best practice has been recognised at the Eptica Customer Service Innovation Awards.
New clients 2010
Eptica is delighted to welcome on board our many new clients this year including Panasonic, Haven Holidays, Budget Insurance, Cloggs, Fragrance Direct, Carole Nash, RSPCA and Domestic & General - including new international clients: Identitydirect, Transervice, Voyageprive.com, Groupe Beaumanoir, Thomas Cook, Futuroscope, IPECA, Eurosport, Castorama, Mathon.fr, Budget Telecom, Crédit Agricole GIE EXA, GoVoyages, Aramis Auto, Matelsom, La Maison de Valérie, Stade de France, Vente-unique.com, Fianet, Sejer, Le Figaro, Escota, Bristol-Myers Squibb, ARVAL BNP Paribas, Sedeco, SFR Business Team, Grain de malice, Pixmania, Pierre et Vacances and Viadeo.
Product Demo
Contact us today to find out how Eptica can help you to improve your customer service.
Contact Us
Cambridge Office
Sheraton House
Castle Park
Cambridge
CB3 0AX
T: 01223 370 100
F: 01223 370 040
Reading Office
200 Brook Drive
Reading, Berkshire
RG2 6UB
T: 01189 497 072
F: 01189 497 073
Keep up to date with our news on Facebook and industry news on Twitter:
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See your site through the eyes of your Customers
Eptica Self-service integrates with Web Analytics for unparalled customer insight
Imagine you could provide your website visitors with instant online answers whenever they have a question and use this customer insight to improve your websites’ content and search engine ranking? Now you can.
| Eptica Self-service delivers unparalled customer insight through analytics that go beyond statistics and page clicks - revealing the questions customers ask when they leave your web pages to seek help. |  |
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- What were they searching for?
- Is website content missing or unclear?
- What search terms are customers using?
- What questions are creating inbound contact?
- What are the issues causing people to leave your website?
Ecommerce and marketing can learn more about customer buying behaviour and optimise the company web presence to generate more revenue. SEO teams will gain additional information for improving search engine ranking. And customer service can use the power of self-service analytics to optimise online service, reduce service contacts and ensure your service matches customer needs.
If you would like to see a demo, call us on 01223 370100 or email us here.
Web Customer Service Best Practice Guide
Customer experience on the web is key if you want to achieve the most important business goals of retaining customers, reducing support costs and increasing your sales.
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This guide takes you on a tour of the ‘must have’ features for successful Web based customer service in order to provide the best customer experience online and generate more sales and brand loyalty. |
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Panasonic uses video Self-service to reduce handling time for complex enquiries
| Panasonic’s UK Customer Communication Centre was receiving in excess of 40,000 monthly customer contacts via telephone and email. Consistency and the ability to respond to a wide variety of questions was a challenge when providing support on such a high volume and broad range of high tech products. |  |
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Using Eptica Self-service, customers can now get information and support within seconds from the Panasonic website. Responses to customers’ questions asked online can also embed short videos, such as product demonstrations, bringing the answers to life and improving the experience for consumers. Video gives real depth to answers and enables customers to solve their issues themselves, at any time of day or night.
Download the case study to read more
Are you having difficulty managing inbound emails, particularly at peak times?
| An effective online customer self-service and email management system can reduce inbound contacts and handling time by more than half. This is the strategy that Republic (the Top 10 Hitwise retailer) used to manage its largest ever Christmas customer service peak last year. Despite coinciding with the Christmas surge in enquiries, Republic’s investment in improving online service for its customers enabled the retailer to provide faster responses and increase First Contact Resolution through its email channel to 90%. |  |
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This year, Republic’s email and self-service system is ready and prepared with the answers to customers Christmas questions to ensure a manageable service peak and a smooth shopping season for all.
Read more or Download the Republic case study
| Brands not using social media to its full potential http://bit.ly/dkIIyH |  |
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Customers only: Christmas offer on licenses for temporary agents
Don’t forget that if you are hiring additional agents over the Christmas period you can take advantage of our special terms on temporary licenses.
To find out more call Tanya Stroud on 0118 949 7072
Eptica around the world ...
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| Australia: Congex is Eptica’s new partner in Australia. Their first customer identitydirect.com has just gone live with Eptica Self-service. |
Spain: Venca, Spain's leading fashion retailer uses Eptica Self-service to improve online customer experience |
Canada: Eptica is now in Canada and delighted to sign its first customer Transervice. |
Eptica in the news
How best practice customer service can make all the difference this Christmas
Panasonic Turns to Eptica to Enhance Customer Service Experience
Gartner’s Magic Quadrant for Web Customer Service - Eptica recognised
Excellence in Multichannel Customer Service Celebrated at Eptica Customer Service Innovation Awards 2010