Delivering gold medal-winning customer service

Published on: November 18, 2011
Author: Epticablog

Next year’s London Olympics will put the UK in the spotlight. Millions of visitors are expected to come to the country, providing a much needed boost to the economy. And provided they enjoy the experience many of these tourists could turn into regular visitors, coming back year after year for holidays across the country. Outside the spectacle of the games themselves, what will make the ...

Heard it on the Gripevine

Published on: March 16, 2012
Author: Epticablog

On the Eptica blog we’ve extensively covered the impact of social media on customer service and the real time opportunity that it provides for consumers to complain (or even praise) your company. There’s now even a social media network dedicated solely to handling customer complaints. Called Gripevine, it promises to connect dissatisfied customers directly with companies, allowing...

Cutting car customer service complaints

Published on: March 14, 2012
Author: Epticablog

Over the years the car industry has had a mixed reputation for customer service. For example individual garages have been caught charging for MOT work that didn’t need doing while in other cases second-hand cars have broken down the moment the warranty runs out.So it is good to see a government and industry-backed initiative that promises to prioritise customer service in the sector. Called ...

Elementary, my dear customer………..

Published on: March 09, 2012
Author: Epticablog

In today’s business climate, increasing efficiency while still delivering great service is the central aim of leading organisations. Balancing these two demands can be difficult, but by implementing an Eptica-based knowledge management system, the NHS Business Services Authority (NHSBSA) has achieved both cost savings and improved customer service levels.NHSBSA’s Sherlock project uses ...

Eptica sponsors 2012 Institute of Customer Service Awards

Published on: March 07, 2012
Author: Epticablog

In tough times, customer service can be the best way of giving companies a competitive advantage. That was the theme of this year’s Institute of Customer Service (ICS) Conference, which took place yesterday at the London Marriott Hotel in Grosvenor Square. Speakers from government, including Norman Lamb MP, minister for employment relations, consumer and postal affairs, joined companies such...

Are companies actually engaging with social media customer service?

Published on: March 02, 2012
Author: Epticablog

Social media opens up a whole new way of communicating with customers. However companies need to understand that it is fundamentally different to other channels. Social media is much more of a two way conversation and, as it is held in public, the world can see the results. So while many companies have moved onto social media and are using it for customer service, what is vital is how engaged...

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...

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