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Infographic | Holiday Retail Customer Experience in the US

Over a third (35%) U.S. consumers are unhappy with the online experience, figures that rise to 40% in store. 18% of consumers complained that it was impossible or extremely difficult to find the information they wanted...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | Christmas Retail 2015 in the UK

21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

UK Contact Centre Decision-Makers' Guide - Email Chapter

Find out more about Email Management performance, technology, and strategic direction, based on over 200 interviews with UK contact centres. Created by ContactBabel, Eptica is proud to be the sponsor of the Email Management chapter...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail, Banking, Insurance, Health and Health Insurance, Public Sector, Service, Transport, Travel & Leisure, Other

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...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | U.S. 2015 Multichannel Customer Experience Study Retail

500 U.S. retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Facebook and Twitter. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

APAC Health Insurance Multichannel Customer Experience Study 2015

Eptica evaluated 10 leading insurance company websites from across the health sector. We invite you to download the full study with complete analysis, infographics and a best practice guide to improving Customer Experience.

Product: Eptica Customer Engagement Suite, Email Management, Chat, Fax-Letter-SMS, Self-service, Social Media
Industry: Insurance

UK Insurance Multichannel Customer Experience Study 2015

Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.

Product: Eptica Customer Engagement Suite, Email Management, Chat, Self-service, Social Media
Industry: Banking, Insurance

Consumers vs Agents: Can the Gap be closed?

The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent

UK Retail Multichannel Customer Experience Study 2015

New report available: 40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Infographic also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | UK 2015 Multichannel Customer Experience Study Retail

40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

UK 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...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent

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.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent

Over half UK shoppers can’t find basic information online

55% of UK shoppers say they cannot find basic information, such as delivery and returns policies, on half the websites they visit, according to new consumer research commissioned by Eptica.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

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.

Product: Eptica Customer Engagement Suite
Industry: Retail, Banking, Insurance, Travel & Leisure, Other

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...

Product: Eptica Customer Engagement Suite, Agent Knowledge Base

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.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media
Industry: Retail, Banking, Insurance, Travel & Leisure, Other

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.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail, Banking, Insurance, Travel & Leisure, Other

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.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media
Industry: Retail, Banking, Insurance, Travel & Leisure, Other

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...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Banking, Insurance

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...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

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?

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

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.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail, Banking, Insurance, Travel & Leisure, Other