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?

The importance of customer success to CX transformation

Published on: November 14, 2018
Author: Pauline Ashenden - Marketing Manager

Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....

4 ways of delivering blended multichannel customer experience

Published on: September 19, 2018
Author: Joanna Allouche - Consultant

We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…

Are telecoms operators connecting to digital customer experience?

Published on: August 08, 2018
Author: Pauline Ashenden - Marketing Manager

Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?

How to reduce Average Handling Time and improve quality

Published on: July 04, 2018
Author: Anne-Merete Jensen - Senior Business Consultant

Constant improvement is key to meeting customer service needs and differentiating your business from rivals. In the first of a new series of posts on optimizing CX with Eptica, we’re going to share training and advice to help maximize efficiency and customer satisfaction.

Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI

Published on: May 23, 2018
Author: Pauline Ashenden - Marketing Manager

Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes. It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities.

5 ways to get your email customer service ready for 2018

Published on: January 17, 2018
Author: Pauline Ashenden - Marketing Manager

Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?

The 5 rules of Retail Christmas Customer Experience

Published on: November 22, 2017
Author: Pauline Ashenden - Marketing Manager

As we approach Christmas, the festive shopping season is moving into top gear. At the same time as they are looking for bargains, consumers also want to make their shopping experience as simple, hassle-free and quick as possible.

Driving digital transformation within insurance

Published on: July 05, 2017
Author: Pauline Ashenden - Marketing Manager

As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.

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