Retail failing at social media for customer service
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements. That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance […]
UK customers now contact brands nearly half a billion times every month
Research has highlighted the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies – estimated at £1.227 billion. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Across the […]
Eptica improves efficiencies at Birmingham City Council
Birmingham City Council (BCC) is delivering an improved service to its 1.1 million citizens by using Eptica’s AI-powered customer experience platform to respond consistently to the over 2.19 million emails and phone calls it handles every year. By using Eptica, BCC has cut average handling times across services for email by 30 per cent, to […]
New Eptica Study: The Changing Face of Chat
How Chat can bring value to your customers and your business? The importance of chat to customer service is accelerating, particularly now that consumers are familiar with messaging apps. It’s no wonder that 50% of companies are using chat, with an addition 24% introducing it in the next year. So, what is the current state […]
