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Study: Transform your company & drive ROI through customer intelligence

Eptica research finds lack of insight is holding back CX and business improvement; new guide highlights how customer intelligence improves CX and to introduce our tool vecko.

Product: vecko

Infographic: The State of Voice of the Customer in the UK

To measure the current state of the VoC market, Eptica surveyed a range of UK businesses of all sizes in Q4 2018, with 154 respondents.

Product: vecko

Study: Improving CX through Automation

This guide outlines the findings of Eptica’s consumer research and provides a best practice guide for organisations to transform how they automate customer service, benefiting both CX and their bottom line.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Self-service, Social Media

Infographic: Improving CX through Automation

New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies.

Product: Eptica Customer Engagement Suite

Study: Putting knowledge at the heart of CX

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but many brands are failing to meet rising expectations. Download new report, incl consumer survey findings.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Self-service, Social Media

Infographic: knowledge at the heart of CX

Given its importance, how good are organisations at meeting internal and external demand for knowledge? To find out Eptica conducted consumer research - and the findings show significant issues.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Self-service

2017 UK Digital Customer Experience Study

We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Self-service, Social Media
Industry: Utilities, Retail, Banking, Insurance, Travel & Leisure, Other

Infographic | 2017 UK Digital Customer Experience Study

100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Self-service, Social Media
Industry: Utilities, Retail, Banking, Insurance, Travel & Leisure, Other

Putting the human at the heart of digital CX

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.

Product: Eptica Customer Engagement Suite

Study: The Changing Face of Chat

Based on real-world research with consumers and brands, this guide evaluates chat in the UK, and provides best practice advice to help drive loyalty, efficiency and greater revenues.

Product: Eptica Customer Engagement Suite, Chat

Infographic | The Changing Face of Chat

What’s the current state of chat and how can brands bridge this emerging gap between consumer expectations and reality?

Product: Eptica Customer Engagement Suite, Chat

2017 UK Insurance Customer Conversations Study

20 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...

Product: Eptica Customer Engagement Suite, Email Management, Chat, Self-service, Social Media
Industry: Insurance

Infographic | 2017 UK Insurance Customer Conversations Study

UK insurance customer service worsening, with 68% of queries left unanswered on digital channels

Product: Eptica Customer Engagement Suite, Email Management, Chat, Self-service, Social Media
Industry: Insurance

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...

Product: Eptica Customer Engagement Suite
Industry: Retail

Infographic | 2017 UK Retail Customer Conversations Study

UK retail customer experience failing to improve with nearly 50% of queries left unanswered...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Self-service, Social Media
Industry: Retail

US Eptica Insurance Multichannel Customer Experience Study

We evaluated 100 leading US insurers, spread across ten sectors, on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Insurance

Infographic | US Insurance Eptica Multichannel Customer Experience Study

Are insurers failing to deliver on digital customer experience?

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Insurance

UK Insurance Multichannel Customer Experience Study 2016

Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Banking, Insurance

Infographic | 2016 UK Insurance Multichannel Customer Experience

10 leading insurers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Insurance

Infographic | 2016 UK Retail Multichannel Customer Experience

40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

UK Retail Multichannel Customer Experience Study 2016

New report available: 40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Infographic also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | 2016 UK Multichannel Customer Experience Study

100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media
Industry: Retail, Banking, Insurance, Transport, Travel & Leisure, Other

UK 2016 Eptica Multichannel Customer Experience Study

We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media
Industry: Retail, Banking, Insurance, Transport, Travel & Leisure, Other

Infographic | Holiday Retail Customer Experience in the US

Over a third (35%) U.S. consumers are unhappy with the online experience, figures that rise to 40% in store. 18% of consumers complained that it was impossible or extremely difficult to find the information they wanted...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | Christmas Retail 2015 in the UK

21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

UK Contact Centre Decision-Makers' Guide - Email Chapter

Find out more about Email Management performance, technology, and strategic direction, based on over 200 interviews with UK contact centres. Created by ContactBabel, Eptica is proud to be the sponsor of the Email Management chapter...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail, Banking, Insurance, Health and Health Insurance, Public Sector, Service, Transport, Travel & Leisure, Other

US Retail Multichannel Customer Experience Study

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...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | U.S. 2015 Multichannel Customer Experience Study Retail

500 U.S. retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Facebook and Twitter. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

APAC Health Insurance Multichannel Customer Experience Study 2015

Eptica evaluated 10 leading insurance company websites from across the health sector. We invite you to download the full study with complete analysis, infographics and a best practice guide to improving Customer Experience.

Product: Eptica Customer Engagement Suite, Email Management, Chat, Fax-Letter-SMS, Self-service, Social Media
Industry: Insurance

UK Insurance Multichannel Customer Experience Study 2015

Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.

Product: Eptica Customer Engagement Suite, Email Management, Chat, Self-service, Social Media
Industry: Banking, Insurance

Consumers vs Agents: Can the Gap be closed?

The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent

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.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

Infographic | UK 2015 Multichannel Customer Experience Study Retail

40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail

UK 2015 Eptica Multichannel Customer Experience Study

We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat and Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide to improving...

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent

Infographic | 2015 Multichannel Customer Experience Study

100 leading companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Full report also available.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent

Over half UK shoppers can’t find basic information online

55% of UK shoppers say they cannot find basic information, such as delivery and returns policies, on half the websites they visit, according to new consumer research commissioned by Eptica.

Product: Eptica Customer Engagement Suite, Email Management, Agent Knowledge Base, Chat, Fax-Letter-SMS, Self-service, Social Media, Enterprise Agent
Industry: Retail