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How to Build Online Shoppers' Trust

March 2021

As retail stores closed during the pandemic, the importance of safe online shopping became more significant than ever before. However, many businesses just aren’t giving shoppers the level of trust they expect and need.

Search and Self-Service in CX

May 2020

Customers need all sorts of information and help from the brands they deal with, and they’re used to expressing this as a question: “How do I..?” or “What’s the best xxx?”, with the right keywords in order. The search engines have trained us well...

Businesses struggling to meet customer expectations

April 2020

UK businesses are failing to satisfactorily answer over a third (36%) of all routine queries asked on the web, email, Twitter and Facebook, with performance dropping by 5% since 2019. The research, from customer service software provider Eptica, an Enghou

7 ways to get ROI from your Voice of the Customer program

November 2019

In today’s hyper-competitive world, it’s a business imperative to understand the needs and expectations of customers if businesses are going to survive and thrive. That’s why the vast majority run Voice of the Customer programs to listen to feedback...

Insurance Firms Failing to Ensure Digital Experience Satisfaction

September 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research.

Lack of trust in insurance companies driven by poor customer engagement

September 2019

Insurance companies ranked low in a list of most trustworthy industries, with the survey offering insights into how the industry can improve customer engagement

Insurers Neglecting Customer Service on Digital Channels

September 2019

Poor performance and focus on social media damages trust and risks future revenues.

4 ways to drive collaboration and improve customer service

August 2019

In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. Whether it is the delivery driver, a broadband installer, or an agent in a contact center, they are all part of the customer experience and responsible...

The 4 factors behind customer channel choice

July 2019

Customers today want to be able to make contact across more channels than ever before – and demand the same consistent, fast and engaging answers on everyone. Fail to deliver this and you’ll erode brand trust...

Retail Brands Fall Short of Consumer Expectations on Social Media

June 2019

A survey conducted by Eptica which looked into the way that social media platforms are being used by retailers to deal with customer questions and complaints has found that many of the biggest retailers are failing to take full advantage of such services.

Twitter and Facebook worst channels for retail customer experience

May 2019

Social media is now where people shop and where they need to be serviced. Retailers failing to use social for customer service – apart from in Fashion, which has game...

Warning for Retailers who Neglect Social Media Channels

May 2019

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive Customer Experience improvements, according to the 2019 Eptica Digital Trust Study...

Twitter and Facebook worst channels for retail customer experience, finds research by Eptica

May 2019

As part of the 2019 Eptica Digital Trust Study, 20 fashion and food & drink retailers were evaluated on their digital customer experience, alongside brands from other sectors, by testing their accuracy and speed at answering relevant, routine queries...

Twitter and Facebook are the worst channels for fashion retail customer service

May 2019

Fashion retailers are doing more to respond customer queries via Twitter and Facebook than companies in other sectors, but they are still failing to acknowledge the link between social media responsiveness and customer trust.

UK Consumers Switch Brands If Trust Breaks Down

April 2019

Eptica research finds automotive, technology, insurance and government least trusted sectors. Failing to build trust undermines customer loyalty and damages revenues...

How to drive loyalty with meaningful conversations

April 2019

There’s a lot more to customer loyalty than factors such as product range and price. Essentially, at a time when competitors are just a click away, they want to be treated as individuals, and feel that they – and their time – are being valued....

Trust ‘Vital’ in Building Long-Term Relationships With Customers

April 2019

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.

How best to engage consumers: Facebook and the web or good old fashioned email?

March 2019

Consumers need to be engaged, but which channels should retailers be using? Well, the jury’s out as to whether social trumps email or vice versa, so here is what we know…

Three Attributes of Best-in-Class Customer Listening

March 2019

Eptica found that 78% of UK brands have some sort of Voice of Customer (VoC) programme in place. VoC Programmes are a valuable mechanism for aggregating transactional feedback after specific interactions and helping organisations close the loop...

Challenges of Using Social Media for Customer Services

March 2019

Fewer users are going to social networks for customer service, but businesses can turn this trend to their advantage.

The 4 drawbacks of relying on surveys for VoC

February 2019

Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues...

Why empathy is vital to successful customer service interactions

February 2019

One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight...

4 areas where VoC programmes need to change

December 2018

Given the importance of customer experience to business success, it is no surprise that 78% of companies try to measure customer satisfaction, according to new Eptica research...

Listen up! Brands Ignoring Voice of the Customer, Research Reveals

November 2018

The findings from Eptica show that just 24 percent of brands feel that existing measurements such as NPS, CSAT, and CES give them the deep insight they need to transform their business, and the experience they provide to customers....

Brands failing to listen effectively to the voice of the customer says new research

November 2018

While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer...

Not Dealing With Failure Demand Is Hurting Your Customer Experience

November 2018

Eptica's 2018 Customer Experience Automation Study estimates that inbound call enquiries into contact centers in the UK is costing brands over £4 billion every year.

How Automation Can Boost CX and Efficiency

October 2018

Two interlinked trends are driving customer experience today. In an ever-more competitive, winner takes all world, brands understand the vital importance to the bottom line of engaging more deeply with their customers. At the same time,...

The best digital marketing stats we’ve seen this week

October 2018

It’s a fascinating roundup of digital marketing stats this week, featuring just how much extra money data literate companies make, and how many paid brand collaborations are disclosed by influencers on social media...

CRM trends: Customers increasingly contacting brands as demand for chatbots grows

October 2018

The average UK consumer now contacts organisations 9 times per month, equating to 463.5 million monthly contacts – which costs brands an estimated £1.227 billion per month to answer, according to new research...

UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion.

October 2018

New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies.

Are brands giving consumers the right answers?

June 2018

Today’s brands understand the importance of delivering service that meets customer expectations. They recognise that a big part of this is about managing knowledge in order to deliver fast, consistent, personalised and accurate responses to questions...

C-suite career advice: tips for aiming at a c-level position

April 2018

What was the most valuable piece of career advice that you received? This was given to me by someone I worked with when I was in the UK. He told me to always do what you like and enjoy, rather than being sidetracked into other things.

UK consumers demand better – or they’ll move to rivals

March 2018

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations.

UK consumers ‘demanding more detailed, personalised answers from brands’

March 2018

Providing more detailed, personalized answers to consumer questions on their channel of choice are now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed say this makes them...

Put knowledge at the heart of your CX or consumers shall move to rivals

March 2018

91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer service agents don’t have the information needed to respond to their queries.

Consumers demand better & more detailed answers from brands

March 2018

The research, part of the 2018 Eptica Knowledge Management Study, found that consumers have rising expectations. 88% want brands to be more transparent and provide more in-depth information, while nearly two thirds (65%) say their questions...

Consumers demand better answers from brands or they will move to rivals says new research

March 2018

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations...

Digital by Default News

November 2017

Birmingham City Council turns to AI for customer service

Call Centre Helper

November 2017

We Are in Denial About Omnichannel Engagement Being a Done Deal

Call Centres Briefing

November 2017

Customer Experience Worsening, Reveals New Survey

Customer Experience Magazine

November 2017

Firms Failing to Keep Up With Customer Questions

WWB

November 2017

UK customer experience worsening as social media performance slumps

Internet Retailing

October 2017

Own the conversation and you own the customer

MyCustomer

September 2017

Infographic: Brands failing to deliver on chat customer experience

Engage Customer

September 2017

Brands failing to deliver on the CX with chatbots says new study

Internet Retailing

September 2017

Consumers increasingly want to use chat for customer service

Finance Monthly

August 2017

Here’s Why Insurers Can’t Get It Right With Consumers

INFO FCGB

July 2017

Discovery the new customer journey

BizReport

June 2017

Significant drop in digital customer service performance among UK insurers

InsurTech World

June 2017

Insurance customers expect more

Insurance Business

June 2017

UK insurers “failing to meet expectations”

The Digital Insurer

June 2017

UK insurance digital customer service worsening: 68% of queries left unanswered

Contact Centre News

May 2017

Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center

MyCustomer

April 2017

Mind the Retail Customer Experience Gap

Institute of Customer Service

April 2017

Channel-hopping challenges retailers

RetailCustomerExperience

April 2017

UK retailers not delivering on customer experience, claims report

Computer Weekly

April 2017

Less than 8% of retailers respond to customer queries across all channels

Fashion Network

March 2017

Chat and email rule for customer queries but too many stores lag on reply speed

BizReport

March 2017

Reality of online retail service experience 'average'

Internet Retailing

March 2017

How the UK customer experience might be improved

Contact Centres

March 2017

UK Retail Customer Experience Failing To Improve?

INFO FCGB

March 2017

Creating Meaningful Conversations

Forbes

January 2017

Ten Customer Service And Customer Experience Trends For 2017

INFO FCGB

January 2017

AI is getting more human

MyCustomer

November 2016

Which supermarket is the social customer service leader?

Engage Customer

November 2016

UK insurers beat those in the US for Digital Customer Experience

Loyalty 360

October 2016

U.S. Insurance companies fail to deliver on digital customer experience

Insurance Post

October 2016

Insurers struggling to adapt to digital channels, leaving millennials in the dark

BizReport

October 2016

U.S. insurers fail to offer digital customer experience

Forbes

October 2016

Six Ways To Avoid Social Media Customer Service Failure

Insurance Business

October 2016

Morning Briefing: US insurers stuck in an analog world says study

Canadian Underwriter

October 2016

U.S. insurers failing to deliver on digital customer experience: study

INFO FCGB

August 2016

Email beats web for insurance customer service

Insurance Post

July 2016

Digital: Using social media to engage customers

Only Strategic

May 2016

Leading UK insurers need to improve responses to Social Media enquiries

MyCustomer

April 2016

UK retail customer experience – stuck in a rut?

BizReport

April 2016

UK insurers performing well on email, not social, for customer service

MediaPost

April 2016

Brands' Choice: Respond To Emails, Or Pay To Recruit New Customers

ShopSafe

March 2016

Retailers offer best online customer service via Facebook

RetailCustomerExperience

March 2016

Facebook, email top customer service channels in U.K.

Retail Systems

March 2016

Retailers ‘inconsistent’ on social media queries

Customer Service Guru

March 2016

Facebook is the UK’s Favourite Customer Service Channel

FashionMag.com

March 2016

Facebook named most accurate digital channel for customer service

Engage Customer

March 2016

Facebook and Email beat Twitter for Retail Customer Service in the UK

Retail Technology Review

March 2016

Retailers must merge channels to deliver seamless customer service

Inc.

March 2016

Research Shows Challenges of Using Social Media for Customer Services

Econsultancy

March 2016

12 intriguing digital marketing stats from the past week

BizReport

March 2016

Study: Social beats email for customer service

MediaPost

February 2016

Companies Fail To Respond To Customer Emails

CMS Wire

January 2016

Why Are You Ignoring Angry Customers?

CallCentre.co.uk

December 2015

Making customer service part of everyone’s role

eMarketer

December 2015

Room for Improvement in Retailers' Social Customer Service; Response rates are above average on Facebook

Engage Customer

December 2015

Shoppers Unimpressed With Festive Retail Experience

EssentialRetail

December 2015

Letter from America: A post-mortem on round one of Christmas shopping

Loyalty 360

December 2015

Consumers Expect More from Holiday Customer Experience

1to1 Media

December 2015

3 Ways to Keep Customers Shopping In Stores During the Holidays

warc

December 2015

Holiday retail experience underwhelms

RetailCustomerExperience

December 2015

U.K, U.S. consumers not thrilled with online holiday shopping experience

Retailing Today

December 2015

Holiday service leaves shoppers not so happy

BizReport

December 2015

Customer service experience not living up to shoppers' expectations

Fierce Retail

December 2015

23% of shoppers buy on mobile in stores

Retail Dive

December 2015

U.S. Consumers Unhappy with Holiday Retail Customer Experience in Store and Online

Chain Store Age

December 2015

Study: Holiday service leaves shoppers not so happy

Contact Centres

December 2015

Consumers Dissatisfied With Festive Retail Experience

Internet Retailer

December 2015

The UK’s newest shopping day, Black Friday, surges with nearly 36% online sales growth

Forbes

November 2015

Retailers Failing When Using Social Media To Answer Complaints

TotalRetail

November 2015

Retailers Failing With Social Customer Service

uexpress

November 2015

Figuratively Speaking for November 15, 2015

Call Centre Helper

November 2015

Social Media Response Time, Are You Fast Enough?

RetailCustomerExperience

November 2015

Email beats out social network tools in consumer communications

4Hoteliers

November 2015

Email delivers the fastest and most accurate customer service in retail

1to1 Media

November 2015

Gaps in Customer Expectations and Service Delivery Prevail

RetailWire

November 2015

Why is social media not working for customer service?

The Mad Marketer

November 2015

Are customer service departments neglecting social media?

BizReport

November 2015

Holiday Roundup: Email beats social, shoppers don't like the creep

MediaPost

November 2015

Three-Quarters Surveyed In Retail Study Say Email Is Best Customer Service Channel

Merca 2.0

November 2015

En atención al cliente, ¿es mejor el e-mail que las redes sociales?

MyCustomer

November 2015

Social customer service: The best retailers just “get it”

ClickZ

November 2015

Is email the best channel for customer service?

InformationWeek

November 2015

U.S. retailers only answer 20% of questions sent through Twitter finds Eptica study

Contact Centres

November 2015

Email Beats Social Media As Best Channel

Business Today

October 2015

Social Service: More Customers Are Venting Complaints On Social Media

MyCustomer

September 2015

“Negative connotations” affecting insurance sector experience

Contact Centres

August 2015

Customer complaints and dealing with the rising numbers

Contact Centres

July 2015

Contact Centre Transform Into A Customer Experience Powerhouse

Internet Retailing

June 2015

UK retailers failing at customer service

Call Center Helper

June 2015

Where We Are Really at in Omni-Channel

Customer Experience Magazine

June 2015

How do UK insurers score for multichannel customer experience?

MyCustomer

May 2015

Insurers advised not to forget traditional channels when communicating with millennials

MyCustomer

May 2015

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

NetImperative

May 2015

CRM trends: Most consumers feel brands misunderstand them online

Marketing Tech

May 2015

Brands are losing customers thanks to language barriers and poor online responses

MyCustomer

May 2015

Insurance companies struggling to hit multichannel targets

Econsultancy

May 2015

10 most enlightening digital marketing stats from this week

Financial Newslink

May 2015

UK insurers failing to deliver multi-channel service to customers says survey

POST

May 2015

Insurers failing to deliver multi-channel customer service, study finds

Engage Customer

May 2015

UK insurers failing on multichannel customer service

FS Tech

May 2015

Insurers ‘failing on multi-channel’

Contact Centre News

April 2015

Eptica research finds multichannel customer service not improving

eCommerceWeek

April 2015

UK retailers improve their Twitter customer service

Call Centre Helper

April 2015

Social Customer Service Pioneers Make it Harder for Latecomers & Here’s Why…

Customer Experience Magazine

April 2015

Are Your Customers Omnichannel By Choice?

Engage Customer

March 2015

Four In Five Customers Will Switch After A Bad Digital Experience

warc

March 2015

'Understanding gap' frustrates consumers

MicroScope

March 2015

Lack of research undermining the sales pitch

Contact Centre News

March 2015

Brands risk customer churn by failing to understand consumers on digital channels

Times Business Line

March 2015

The advantage of complaining in #ashtags

Contact Center World

March 2015

Industry Research : UK Retailers Failing at Email Customer Service but Improving on Twitter

MyCustomer

March 2015

Gamification and customer service: How to make it the perfect combo

TMCnet

March 2015

Multichannel Customer Support Still Has a Long Way to Go in the UK

Forbes

March 2015

Is Customer Service Going To Get Worse Before It Gets Better?

MyCustomer

March 2015

Customer service departments leave 50% of online queries unanswered...

RealBusiness

March 2015

Companies struggling to cope with multichannel customer service...

Contact Centre News

March 2015

UK brands are failing to improve the customer service they offer, according to a new study...

.rising

March 2015

Twitter overtakes email for fast, accurate customer service, says study

CRN Channel.web

March 2015

'Hashtag fail' for UK firms' online customer service

Contact Centres

March 2015

Eptica research sees Twitter overtake email for fast, accurate customer service...

CallCenter.co.uk

February 2015

Seven tips on building a business case for customer service investment

Internet Retailing

January 2015

Monsoon and The Works use new technologies to boost customer experience

Retail Gazette

December 2014

Are retailers missing a trick online?

Internet Retailer

December 2014

UK e-retailers pay a price for failing to make information easy to find

MyCustomer

July 2014

UK retailers failing the secret social shopper quiz

MyCustomer Blog

July 2014

Has the web customer experience come of age?

Contact Centres

July 2014

Eptica accelerates growth in Q2

Internet Retailer

July 2014

E-mail still has the chops for customer service

CMS Wire

July 2014

Note to Marketers: We’re Not Waiting Any More

BizReport

June 2014

U.K. insurers' digital customer experience left wanting

Engage Customer

June 2014

UK Insurers Failing To Deliver Channel Choice

FS Tech

June 2014

Insurers ‘struggling’ with social media

MyCustomer Blog

May 2014

Consistency – the key to multichannel success

Call Center Helper

April 2014

Azzurri has added Eptica email and knowledge management to its portfolio...

Mycustomer

April 2014

Eptica accelerates growth with record first quarter revenues

CallCenter.co.uk

April 2014

What’s the current state of the UK customer experience

Engage Customer

March 2014

Customers Heard On Twitter – But Often Ignored

BizReport

March 2014

Twitter a 'dangerous game' for companies neglecting their presence

The Drum

March 2014

Only 39% of companies answer customer service questions asked through Twitter

RealBusiness

March 2014

Twitter least effective customer service channel for UK brands...

Forbes

March 2014

Abandon Email As A Customer Service Channel At Your Peril