Eptica Agent Knowledge Base
Improves first contact resolution and consistency of agents’ answers.
United Kingdom
Infographic | 2017 UK Retail Customer Conversations Study
UK retail customer experience failing to improve with nearly 50% of queries left unanswered...
2019 Digital Customer Experience Study
We evaluated 50 UK brands on their ability to respond to routine questions on the web, email, Facebook, Twitter, and chat and surveyed 1,000 consumers on their attitudes to customer experience and trust. Full report with infographics, and more, available
UK Retail Multichannel Customer Experience Study 2015
New report available: 40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Infographic also available.
2017 UK Retail Customer Conversations Study
40 leading UK retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook, along with 1000 consumers...
Infographic Trust & CX
79% of UK consumers will switch brand if trust breaks down. This is the headline finding of the 2019 Eptica Digital Trust Study, which surveyed 1,000 consumers on their attitudes to trust, as part of wider research into customer experience in the UK
Eptica Social Media Interaction Management
Complete end-to-end conversation tracking and social media interaction management
With 300 stores across the UK and an expanding online business, The Works serves over 22.5 million people every year. The company stocks books, toys, gifts, stationery and arts & crafts at discount prices, and sells over one million products every week. Learn more...
English
You are here
The Works
- Industry : Retail
- Product : Eptica Customer Engagement Suite, Email Management
- Country : United Kingdom
The Works receives over 180,000 emails every year...
With 300 stores across the UK and an expanding online business, The Works serves over 22.5 million people every year. The company stocks books, toys, gifts, stationery and arts & crafts at discount prices, and sells over one million products every week. Learn more...
Infographic | 2017 UK Insurance Customer Conversations Study
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels
The State of UK Retail Customer Experience
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.