Why it is time to check your chat solution is meeting customer needs

Published on: August 21, 2019
Author: Steve Nattress - International Solutions Director

Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.

Delivering best practice in Voice of the Customer programs

Published on: July 03, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…

5 ways training can transform your customer service

Published on: June 19, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…

Why Knowledge is power

Published on: June 05, 2019
Author: Steve Nattress - International Solutions Director

Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.

Why sharing customer intelligence is vital to CX success

Published on: May 22, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges…

Why collaboration is key to customer service success

Published on: April 17, 2019
Author: Steve Nattress - International Solutions Director

In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. But in traditional businesses breaking down silos and encouraging collaboration can be difficult. Here are 4 ways to achieve this.

The importance of AI to balancing customer service resources

Published on: March 06, 2019
Author: Pascal Gauvrit - CTO

Across the globe and in every sector, customer expectations are rising. This translates into greater volumes of incoming queries for brands, as consumers demand more meaningful conversations if they are to remain loyal. How can brands ensure they are delivering the experience customers want with finite resources?

Improving the experience with actionable customer intelligence

Published on: February 13, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. How can they go beyond simply collecting feedback to drive real action? We explore how two major businesses are achieving VoC ROI.

4 reasons email is on the rise in 2019

Published on: January 23, 2019
Author: Pascal Gauvrit - CTO

In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, this is far from the truth – rather than declining, email usage is actually increasing. How can brands deliver what customers want on the channel?

3 ways to deliver real value from Voice of the Customer insight

Published on: November 06, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....

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