Time to put customer service on the map

Published on: October 11, 2013
Author: Eptica

We’re currently celebrating National Customer Service Week (NCSW). Organised in the UK by the Institute of Customer Service, it aims to raise awareness of customer service and the vital role it plays in the economy. Similar events are taking place around the globe.While it has been going for a few years, NCSW has never felt more relevant and necessary. Customer service has moved centre stage...

Mind Candy – tailoring service to customers from six to 60

Published on: September 27, 2013
Author: Eptica

Most organisations have a clear idea of the demographics of their customer base, which makes it easy to create the right tone for all customer service interactions. From understanding the language they use to how they like to be addressed, it enables companies to build engagement and loyalty with the right audiences.Mind Candy, the family entertainment company behind the Moshi Monsters phenomenon,...

5 ways to drive knowledge management success

Published on: October 09, 2013
Author: Eptica

Effective knowledge management is a key element of delivering customer service and that’s why we’ve been focusing on this important area in recent weeks.In our first post we discussed how to get started - outlining the different stages of knowledge management within customer service operations. Following this we covered building a business case, outlining the benefits your organisation...

Scaling up to meet peak customer service demand

Published on: January 30, 2015
Author: Lloyd Buxton - Business Development

Digital channels bring new opportunities and challenges to retail businesses. Unlike in a physical shop it can be difficult to predict demand, making it more complex to ensure that you can scale to meet customer needs. Fail to deliver the right experience and consumers will simply move elsewhere, reducing sales and impacting profits.This is particularly true at Christmas. It may be the busiest tim...

Delivering customer service in a crisis

Published on: August 14, 2013
Author: Eptica

Many customer service teams need to provide fast answers in times of crisis – for example when products or services go wrong. However when it comes to utilities, crises can be much more serious – essentially a matter of life or death when flooding, storms or other natural disasters strike.The perfect example is Western Power in Australia. Headquartered in Perth and with over 1 million ...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Demand Generation Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

UK customer service hits five year low

Published on: January 28, 2015
Author: Pauline Ashenden - Demand Generation Manager

The Institute of Customer Service’s latest six monthly UK Customer Satisfaction Index (UKCSI) reveals the lowest figures since 2010 – and marks the fourth consecutive fall in customer satisfaction levels.The overall Index fell from 76.3 in July 2014 to 76.0 in January 2015 – in January 2013 it was 78.2. No fewer than 58% of the organisations (113 brands) in UKCSI have seen their ...

The last mile – where the retail battle is won or lost

Published on: December 20, 2013
Author: Lloyd Buxton - Business Development

By the time you read this most people will have completed the bulk of their Christmas shopping, particularly anyone buying presents online. And the latest figures show that more and more consumers are now purchasing on the Internet. Online sales are still climbing – hitting £10.1 billion in November 2013, according to the IMRG Cap Gemini e-Retail Sales Index, up 10% on 2012.There are a...

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

Don’t make Facebook customer service a silo

Published on: April 15, 2011
Author: Eptica

Pretty much all customer facing companies have woken up to the power of social media and the new channels it provides for customer service. Lots of organisations are monitoring conversations on the likes of Twitter and Facebook, but a high proportion are not integrating it with their overall customer service strategy.In many cases the customer service side of managing Facebook pages or responding ...

Pages