Making switching easier in telecoms

Published on: August 16, 2013
Author: Epticablog

Over the last ten years customers have become less and less likely to put up with poor service. Social media provides a platform to air concerns and the internet and deregulation of many industries has opened up a much wider choice of providers. So, if you don’t like your existing supplier it is theoretically easier to take your business elsewhere.However while switching in some industries (...

The mobile customer experience – failing to deliver

Published on: September 20, 2013
Author: Epticablog

More and more of us are using mobile devices to interact with companies online. The combination of the ease of use of tablets and the fact that we always have our smartphones to hand, mean that for many it is fast becoming the default way of accessing the internet. Backing this up, consultancy IDATE predicts that by the middle of next year more people will get online through smartphones and tablet...

Shrinking response times in social customer service

Published on: June 24, 2013
Author: Epticablog

Channels, such as email and social media, have increased the pressure on organisations to deliver a fast, accurate response. Whereas consumers would have happily waited at least for a week for a reply to a letter, expectations for email are that queries will be answered with 48 hours (although our own Eptica Multichannel Customer Service Study found that many companies are much slower than this.)S...

Time for insurance to start taking the tablets

Published on: August 09, 2013
Author: Epticablog

Delivering a straightforward yet engaging customer experience can be a major challenge in complex, highly regulated markets such as insurance. Companies need to make sure that customers understand what they are buying, but at the same time ensure they comply with stringent regulations. And while the majority of the industry has moved to internet-based selling of insurance there can be an enormous ...

EasyCustomer Service?

Published on: August 07, 2013
Author: Epticablog

Sir Stelios Haji-Ioannou, founder of Easyjet has just announced he’ll be launching a new, low cost, supermarket. The first easyFoodstore will open in Croydon and will offer a limited range of tinned and packaged goods, avoiding selling products from big brands and focusing on day to day foodstuffs.While the grocery business appears crowded, the trend is for the market to become increasingly ...

Are brands finally getting social customer service?

Published on: August 02, 2013
Author: Epticablog

New research from Social Bakers seems to point to a major step forward in social customer service, with more and more companies answering questions posed to them on Facebook and Twitter. Brands have more than doubled their response rates between Q2 2012 and Q2 2013, up from answering 30% of questions to 62%. Back in 2011 the figure was just 5%.Airlines led the way, answering 79% of queries, follow...

Scaling up to meet peak customer service demand

Published on: January 30, 2015
Author: Lloyd Buxton - Business Development

Digital channels bring new opportunities and challenges to retail businesses. Unlike in a physical shop it can be difficult to predict demand, making it more complex to ensure that you can scale to meet customer needs. Fail to deliver the right experience and consumers will simply move elsewhere, reducing sales and impacting profits.This is particularly true at Christmas. It may be the busiest tim...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Marketing Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

UK customer service hits five year low

Published on: January 28, 2015
Author: Pauline Ashenden - Marketing Manager

The Institute of Customer Service’s latest six monthly UK Customer Satisfaction Index (UKCSI) reveals the lowest figures since 2010 – and marks the fourth consecutive fall in customer satisfaction levels.The overall Index fell from 76.3 in July 2014 to 76.0 in January 2015 – in January 2013 it was 78.2. No fewer than 58% of the organisations (113 brands) in UKCSI have seen their ...

Delivering customer service in a crisis

Published on: August 14, 2013
Author: Eptica

Many customer service teams need to provide fast answers in times of crisis – for example when products or services go wrong. However when it comes to utilities, crises can be much more serious – essentially a matter of life or death when flooding, storms or other natural disasters strike.The perfect example is Western Power in Australia. Headquartered in Perth and with over 1 million ...

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