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 ...

Mobile and the customer journey

Published on: February 03, 2012
Author: Epticablog

One of the key trends that is accelerating in 2012 is the use of mobile devices to research, access information and make purchases. New studies have found that more and more people now reach for their smartphone or tablet during the buying process, even if they make the final purchase through other channels.UK figures from the Internet Advertising Bureau (IAB) show that nearly half of smartphone o...

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 ...

RSPCA and Eptica help Anne the Elephant say goodbye to the circus

Published on: November 15, 2011
Author: Epticablog

It has just been announced that the former owners of Britain's last circus elephant are to be prosecuted for animal cruelty – and customer service software has played its part in helping secure a better future for Anne the elephant.When footage of Anne being beaten and kicked emerged on YouTube in March 2011, The Royal Society for the Prevention of Cruelty to Animals (RSPCA) received hun...

Moving telecoms customer service online

Published on: November 11, 2011
Author: Epticablog

Telecoms companies have historically had a poor reputation for customer service, something that our own research unfortunately verifies. Previously with little difference between service levels amongst telcos, customers didn’t have much choice, so there was little incentive to invest.However this is changing as new entrants and technologies disrupt the traditional telecoms market. On the bac...

HSBC and social customer service

Published on: November 09, 2011
Author: Epticablog

Last week’s IT problems at HSBC demonstrate how quickly a customer service issue can develop in the age of social media. On Friday afternoon the bank suffered an IT outage on its mainframe which affected online banking, ATM and some customers using debit cards in stores. While the problems lasted just over 2 hours, Friday afternoons are amongst the busiest time for banks, with HSBC’s 1...

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