Customer engagement

Websites lead the way for UK customer service

Published on: March 31, 2016
Author: Dharmesh Ghedia

With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study, the good news is that most companies understand

Bridging the gap between purchase and service

Published on: March 23, 2016
Author: Chris Eideh - North American Sales Executive

For the majority of us, buying something that we really want gives us an emotional buzz. Whether it is a car, TV, clothes or even something as small as a book or new headphones, getting our hands on a new purchase makes us happy. Consequently, companies across all industries try extremely hard to make the buying process as simple, straightforward and engaging as possible. As we know...

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 are UK brands at email customer service?

Published on: March 11, 2016
Author: Derek Lewis

Forrester recently reported that 69% of people still want to contact companies through email. However, UK brands are struggling to cope with the emails they receive, with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study.Email volumes are increasing year-on-year, and in some sectors (such as retail), email makes up30% of...

5 ways to successfully deal with angry customers

Published on: February 16, 2016
Author: Pauline Ashenden - Marketing Manager

Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. It could be down to a problem with an order, overcharging, or a complete failure to provide services, such as when a telco’s network goes down.What all of these examples have in common is that it will be the customer service team.

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...

Using email customer service to build emotional engagement

Published on: February 09, 2016
Author: Steve Nattress

Email has been a mainstay of customer service since its inception, providing a digital alternative to the telephone for consumers. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email, according to Forrester. In some sectors (such as retail), ...

Meeting Millennial Customer Expectations

Published on: February 05, 2016
Author: Neil Cox - Account Manager

In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time, meaning they now make up a quarter of the population. Here’s the breakdown: 1 million Millennials (born 1982-2000), 66 million Generation X (born 1965-1982), 4 million Baby Boomers (born 1946-1964). We’re currently at a tipping point, as more and more Millennials...

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...

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...

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