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Date : 06/03/2008

Eptica enables marketing and customer service collaboration at DatingDirect.com

Online Customer Service specialist Eptica has completed a programme with the UK's largest online dating service DatingDirect.com, to implement an online customer request handling system. The Eptica solution not only provides the customer services team with a multilingual, automatic email routing solution; but gives DatingDirect.com's marketing team visibility to customer comments through real-time reporting functionality. This enables the team to monitor customer feedback on new initiatives and changes to the site, giving them the capacity to react accordingly. The synchronisation of the marketing and customer service departments provides DatingDirect.com's customers with rapid responses to their enquiries and a greater level of online service.

When the company launched DatingDirect.com on a new platform in 2007, it was essential for the teams to monitor customer reaction by accessing in-bound comments as they were being posted. Eptica gave DatingDirect.com real-time visibility to monitor the volume and the nature of inbound emails just a few minutes after the platform migration began, allowing the teams to address any technical issues rapidly, some within 30 minutes.

With more than 3.5 million members, DatingDirect.com continuously strives to improve service levels. Johan Lebail, Global Customer Care Director commented: “With constant updates and new initiatives being added to DatingDirect.com, Eptica's reporting function has given us an invaluable tool to gauge the popularity of each additional feature, or marketing initiative, as soon as it has been implemented". He continued: “In addition the solution has enabled us to reduce our customer response times, whilst simultaneously increasing our staff productivity by 40%.”

Paul Barnes Managing Director at Eptica UK commented: “Positive customer experience has been central to DatingDirect.com's success. The company has effectively demonstrated how bridging the gap between marketing and customer services provides a rich information source gathered by one department, which can be used to enhance the other”. He concluded: “By managing online customer interactions more effectively, Eptica can assist businesses in providing customers with enhanced online experiences and provide organisations with more efficient, flexible and powerful customer contact operations.”

 

For Eptica press information, contact:
jd marketing
Kate Smyth
kates@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388
 
Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)118 949 7072 or +44 (0)7769 978351
 
About Dating Direct
DatingDirect.com first went online in 1999, and is now the UK's largest dating website with more than 3.5 million members, each of whom has a detailed personal profile on the website. For more information please visit: www.datingdirect.com.
 
About Eptica
Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2007 Deloitte Technology Fast 500 EMEA.
Thanks to its in-house or on-demand SaaS solutions, Eptica allows more than 200 companies to deliver consistent, managed service across all channels (web, email, chat, fax, letter and SMS). These web based applications enable dramatically improved customer experience and business effectiveness. Eptica has many clients, including: Fnac (FR), La Redoute (FR & UK), Crédit Agricole (FR), Maaf (FR), Insee (FR), Transport For London (UK), Edition Atlas (Switzerland), Hotels.com (UK & Spain), Verbaudet (FR & Germany), Skynet (BE), Proxi (BE), etc.
Eptica has offices in the UK and France and operates worldwide through its network of partners. For more information please visit: www.eptica.com.