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Transforming the financial services customer experience with linguistics
Whatever part of the financial services sector you operate in, delivering an excellent customer experience is becoming a vital part of differentiating, increasing sales and retaining customers. However...
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Increasing insurance loyalty with linguistics
The UK insurance market is one of the most competitive in the world. The rise of comparison sites, increased regulation, low customer loyalty and an explosion in distribution channels have all combined...
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Managing the rising email tide
Despite the growth of new channels, email is still a vital part of the customer service mix. Consumers like the fact that email provides an audit trail, is convenient and allows them to send emails in...
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The changing face of financial services
A generation ago, financial services products were primarily sold face to face, either in branches or door to door, with documents manually filled in and posted to their destination. Customer service...
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Smiles and Systems – why good customer experience needs both
Organisations can find it difficult to deliver a consistently good customer experience across every channel and every interaction. Customer expectations are constantly rising, and the growth in...
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Don’t forget the importance of email in customer service
Email is still a critical customer service channel for consumers, generally ranking second (to telephone) in customer preference studies. But the latest Eptica Multichannel Customer Experience Study...
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The evolution of the customer experience – 3 years of the Eptica blog
Last week marked a significant anniversary for Eptica – our Customer Experience Blog has now been running for three years. Created in April 2011, it has grown significantly since then, receiving...
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Five projects to deliver Customer Engagement
Engaging with customers is one of the key challenges facing businesses today. Building and maintaining strong relationships across multiple devices and channels requires a combination of reactive and...
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Escaping the downward customer service spiral
Customer satisfaction with UK companies is worsening. That’s the stark headline finding from the latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI). Researched every six...
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5 key benefits of natural language powered self-service
When interacting with organisations, customers value convenience, speed and consistency above all. Self-service systems deliver in all three of these areas, which is leading to their widespread...
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The Changing Face of Customer Technology
From the contact centre to the web and mobile, technology is central to how organisations interact with their customers to deliver an enhanced experience. Consequently it seems hard to believe that the...
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Happy birthday email!
It may surprise people that this year marks the 32nd birthday of email, with the original copyright on a program to send and receive emails granted in 1982. That is seven years before Tim Berners-Lee...
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Transforming Customer Service with Technology
Today, businesses understand that they need to engage with customers, whatever the channel, if they want to be successful. Customers are demanding more, across every sector, and, with social media,...
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Delivering knowledge everywhere
Smart organisations realise that the customer experience is the responsibility of everyone within the company that comes into contact with consumers. From frontline staff within branches or stores,...
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Measuring the Voice of the Customer
Understanding what customers want, what they like and incorporating their ideas into future products and services is central to improving customer engagement. This in turn builds loyalty and customer...
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Deliver on your customer promises, or else…
Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies...
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Moving on from desktop email
With 144.8 billion emails sent every day, it continues to be a vital channel for customer service. Indeed, the rise of mobile devices, which allow consumers to quickly email wherever they are, means...
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Maintaining customer service levels at the busiest times of the year
One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying ‘we are experiencing high call volumes at present, please hang up...
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What does 2015 hold for customer experience?
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. At the very least it...
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Looking back – key trends from the Eptica blog in 2014
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...
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