UK retail customer service failing to move forward

Published on: March 18, 2016
Author: Pauline Ashenden - Demand Generation Manager

Retail is one of the most competitive sectors in the economy. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels.Customers are pushing retailers to innovate and deliver new services, improved experiences at lower prices. Loyalty is a thing of the past, with consumers are now able to choose from an enormous range...

How good is the experience offered by UK brands?

Published on: March 04, 2016
Author: Pauline Ashenden - Demand Generation Manager

Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands, across ten sectors. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.Since we began,...

The importance of trust to the customer experience

Published on: March 01, 2016
Author: Olivier Njamfa - CEO & Co-Founder

When asked why they choose to do business with a particular organization, consumers give a variety of reasons, from price and simplicity of the buying process, to simply having the product that they want in stock. However, one factor that is common to all purchasing decisions is trust. Here are 4 ways a company can build trust with consumers.

How are retailers working to improve customer experience?

Published on: February 26, 2016
Author: Pauline Ashenden - Demand Generation Manager

Customer experience is important to every industry, but particularly vital for retail. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price...

Has UK customer service turned a corner?

Published on: February 12, 2016
Author: Derek Lewis

In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. It seems that these investments are beginning to pay off...

Making the change from call center to contact center

Published on: February 03, 2016
Author: Laurence Chami - Managing Director

20 years ago customer service existed in a world dominated by voice, hence the widespread reliance on call centers to manage customer service interactions. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat, have become a regular part of managing customer service delivery. Call centers have now evolved into...

So how did customer service perform in 2015?

Published on: January 22, 2016
Author: Pauline Ashenden - Demand Generation Manager

We’ve already covered the trends that have developed in customer service last year, and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why...

Looking into the customer service crystal ball

Published on: January 20, 2016
Author: Robin Tandon - Senior Product Marketing Director

Having recently looked back on customer experience in 2015, what is predicted for the coming year? As always, leading analysts have provided their own thoughts and in this blog I’d like to look at trends highlighted by Forrester and Gartner.Kate Leggett of Forrester outlines 10 areas for focus in 2016, with these being 5 that she has shared through a recent blog...

Insurance, the Internet of Things and customer experience

Published on: January 15, 2016
Author: Derek Lewis

As a sector, insurance has already been heavily disrupted by the internet, with the vast majority of policies now researched, bought and renewed online, either directly or through third party aggregator sites. This has dramatically changed how insurers operate and increased the focus on the customer experience as companies look to engage with consumers and retain their business. According...

What were the key customer experience topics in 2015?

Published on: January 06, 2016
Author: Olivier Njamfa - CEO & Co-Founder

As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog.Looking through the posts that had the most...

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