Eptica

Unhappy holidays? The state of UK travel customer experience

Published on: June 08, 2016
Author: Eptica

The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases. At the same time with so many options to choose from online, customers are more discerning about where they take..

Moving off the customer service treadmill

Published on: May 11, 2016
Author: Eptica

At a time when brands face an increasing volume of customer service interactions, across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want. It can feel like they are running on a treadmill with the pace continually being ramped up, increasing the likelihood that they’ll be catapulted off the end before to...

Chatbots and customer service

Published on: April 22, 2016
Author: Eptica

People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response. Ten years ago if you experienced poor service in a store you’d have to wait to get home ...

Customer service lessons from the hotel sector

Published on: January 29, 2016
Author: Eptica

Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Constant competition and travelers sharing their feedback with those they encountered meant that inns could quickly gain a good reputation – or lose it just as swiftly if standards slipped.Today, the customer experience is even more vital...

Social customer service – why it is a continuous journey

Published on: January 27, 2016
Author: Eptica

All brands should now understand the importance of social media to customer service. For example, over two thirds (67%) of consumers say they’ve used social media for customer service, rather than phoning or visiting a company website, according to research from J.D. Power. Over 1 million people view tweets about customer service every week. However, many companies are still...

Telecoms customer complaints rising in the UK

Published on: December 18, 2015
Author: Eptica

Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families. Whether it is watching sport on satellite TV, downloading the latest music...

Mobile – at the heart of the customer experience

Published on: November 27, 2015
Author: Eptica

According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University, also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.For many, their phone is the first thing they...

How to prevent utility customer service delivering a shock

Published on: October 06, 2015
Author: Eptica

Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. The top performing utility (SSE) received just 47 complaints per 100,000 customers, yet another had 944 – over 20 times more. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015.

Making a success of Twitter customer service

Published on: September 09, 2015
Author: Eptica

The immediacy and reach of Twitter means it has become a vital channel for customer service. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years. That makes over 4.5 million tweets every month sent to B2C companies.Consumers value...

The need for digital transformation in retail

Published on: August 21, 2015
Author: Eptica

In a fast-moving and ultra-competitive market such as retail, companies are continually looking to differentiate themselves from rivals. To achieve this they are increasingly embarking on digital transformation programs, moving to a multichannel approach that is more efficient and flexible, while delivering a better customer experience...

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