Eptica

Eptica and AirGate Solutions form strategic alliance

Published on: February 28, 2012
Author: Epticablog

Eptica today announced a major new global partnership with AirGate Solutions to help companies in the travel sector improve the passenger experience.AirGate Solutions works with airlines and airports to develop customer engagement strategies that go beyond traditional programs, enabling them to engage with customers and change the passenger experience for the better. AirGate Solutions will add Ept...

Putting the customer first in financial services

Published on: February 27, 2012
Author: Epticablog

When it comes to poor customer service, companies selling financial products, from insurance to bank accounts never seem to be out of the news. Hot on the heels of record payouts for the misselling of Payment Protection Insurance (PPI), card and identity protection company CPP is being investigated by the Financial Services Authority (FSA) for ‘alleged failings in sales calls’.Against ...

Dealing with negative comments on social media

Published on: February 23, 2012
Author: Epticablog

Social media gives every one of your customers a voice that can be heard across the internet, outside your control. While this can worry many companies, it is worth realising that not every comment that people make on Facebook or Twitter is going to be negative – and also that those that have suffered a bad experience can change their mind if they are treated properly. US research found...

Who owns social media?

Published on: February 17, 2012
Author: Epticablog

Organisations across the world are now embracing social media, realising that it provides an immensely powerful, completely new customer channel. However social media has some big differences to many traditional channels – it is an open conversation that can spread news and comments incredibly quickly to a huge number of people around the world.But who within an organisation is responsible f...

Customer service and protecting online customer data

Published on: February 15, 2012
Author: Epticablog

Online privacy is a topic that is constantly in the news at the moment, with iPhone app makers Path and Hipster the latest companies offering apologies after it emerged that they uploaded address book information from phones to their servers without asking permission. Other brands, including Amazon-owned retailer Zappos and Sony have had to issue apologies after their sites have been hacked and cu...

Microsoft moves into virtual customer service

Published on: February 10, 2012
Author: Epticablog

There have already been a lot of predictions that 2012 will be a key year for customer service, with Forrester amongst those that see it as a major strategic priority for businesses. News this week from Microsoft seems to back up this trend. It is partnering with a Silicon Valley company called 24/7, which specialises in using data analytics to predict what customers want. Microsoft is both i...

Eptica celebrates double digit growth in 2011

Published on: February 08, 2012
Author: Epticablog

Everyone knows that the current economic climate is difficult, with consumer spending down and competition increasing, whatever sector you are in. So, in this context Eptica’s results, with double digit revenue growth, demonstrate the success of our approach and the strength of our technology.Eptica’s consolidated turnover grew by 20% to $US 9 million (£5.67m), helped by signing ...

Domestic & General centralises knowledge to boost customer satisfaction

Published on: February 01, 2012
Author: Epticablog

The majority of times when customers call your contact centre they are looking to get answers to their questions. Provide this information quickly, efficiently and politely and they will finish the conversation happier and better disposed towards your company. That’s the essence of good customer service – and on paper it seems relatively simple.However ensuring your contact centre agen...

Reaching new heights in airline customer service

Published on: January 30, 2012
Author: Epticablog

When it comes to customer service and social media it is very easy to focus on the potential issues it causes for brands. Aggrieved customers can now complain quickly and vociferously to the entire world if they have a bad experience, with tweets or Facebook posts going viral in a matter of minutes. However there is another side to social customer service, where companies are using these channels ...

Are customer service agents too rude?

Published on: January 25, 2012
Author: Epticablog

Despite the increased focus on customer service, it is actually getting worse in the UK. That’s the depressing headline of a new survey, which found that two thirds (66%) of UK homeowners think customer service has either stayed the same or deteriorated over the last three years. 1,400 people were surveyed, with only 25% seeing an improvement in standards.According to the YouGov survey carri...

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