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2015 Eptica Multichannel Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat and Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide to improving...
Infographic | 2015 Multichannel Customer Experience Study
100 leading companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Full report also available.
Insurance Multichannel Customer Experience Study (2014)
UK insurers are struggling to cope with social media and online channels, with just 30% of emails and tweets answered successfully according to the Eptica Multichannel Customer Experience Study...
Retail Multichannel Customer Experience Study (2014)
The Eptica Multichannel Customer Experience Study found that email was the best performing channel for retail service, with 63% of questions answered, ahead of websites, which successfully provided answers to 60% of routine queries...
How to deliver retail peak customer service in 2013
As the retail sector prepares for the 2013 peak trading season, how can you ensure you meet customer needs and grow your business?
Insurance at the crossroads
The Eptica Multichannel Customer Experience Study of the UK’s top 100 leading online brands makes compelling reading, uncovering the growing chasm between the best and worst online experience.
Best Practice Guide: Web Customer Service
Customer experience on the web really is all if you want to achieve the most important business goals of retaining customers, containing costs and increasing your sales.
Linguistics: The future of successful customer service
Applying techniques based on the scientific study of language will allow your customer service team to achieve operational excellence by understanding what customers are saying.
2014 Eptica Multichannel Customer Experience Study
100 leading companies were evaluated on their ability to provide answers to 10 routine questions via Email, Web, Chat and Twitter. Download for infographics, sector breakdowns and a best practice guide to improving CX.
Knowledge Management for Customer Service Success
This paper demonstrates the critical importance of knowledge management to your business and provides a start point for transforming your operations.
Taming the beast: How to make your Social Customer Service a Success
The growth of social media is driving unparalleled upheaval in how organizations interact and communicate. This paper will help you formulate an effective strategy to harness the full potential of social media as a service channel.