We evaluated 10 UK insurers on their ability to respond via digital channels and surveyed 1,000 consumers on their customer service preferences, trust and loyalty. Full report with infographics is available to download.
We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...
What’s the current state of chat and how can brands bridge this emerging gap between consumer expectations and reality?
We evaluated 50 UK brands on their ability to respond to routine questions on the web, email, Facebook, Twitter, and chat. Includes survey results of 1,000 consumers on their channel preferences and expectation. Full report with infographics available.
After reviewing the market, and seeing the success that a sister company within the Ageas group had achieved by using Eptica, ARI chose to implement the company’s multichannel customer service suite to enhance the Kwik Fit Insurance Services model.
After reviewing the market, and seeing the success that a sister company within the Ageas group had achieved by using Eptica, ARI chose to implement the company’s multichannel customer service suite to enhance the Kwik Fit Insurance Services model.
Eptica’s award-winning software provides an integrated solution for the management of online customer service, including email management and the processing of letters, SMS and fax. It uses linguistic based workflow to ensure every enquiry is routed to the relevant department or managed by the right automatic process. It also analyses each customer request and provides agents with the right response or transaction template to ensure greater accuracy, consistency and faster processing.
21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%.
Noted expert on customer experience, Regine Vanheems, explains the challenges that brands face when it comes to digital CX and how technology can help overcome them.
What is the customer experience of knowledge in the COVID-19 era and what lessons are there for businesses? This paper explains how to successfully deliver agile knowledge during the crisis and beyond.
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million customers