Pressemitteilungen zu dem Thema eptica


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PresseMitteilungen zu dem Schlagwort eptica


Birmingham City Council puts knowledge at the heart of customer service with Eptica

Enables faster, more consistent and efficient email and phone responses for local authority in UK’s second largest city Reading, UK, 15 November 2017, Birmingham City Council (BCC) is delivering improved service to its 1.1 million citizens by using Eptica’s artificial intelligence-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 ...


15.11.2017

UK customer experience worsening as social media performance slumps

Reading, 1 November 2017, UK brands are struggling to cope with a rising volume of queries and growing consumer expectations, according to the Eptica Multichannel Customer Conversation Study, which was released today. The 100 UK companies surveyed could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Social media saw the biggest fall, potentially driven by its increasing use by consumers as a customer service channel. Just 34% of tweets ...


01.11.2017

Brands failing to deliver on chat customer experience

72% of consumers say chat use makes them more loyal, and nearly a third will use chatbots - but just 15% always happy with experience, Eptica study finds Reading, UK, 27 September 2017 – Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72%) of consumers say a good chat experience will make them more loyal – however only 15% say they are always happy with the service they receive. These are amongs ...


27.09.2017

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

Eptica study finds growing gap between consumer expectations and digital reality Reading, UK, 7 June 2017, 91% of consumers say good digital customer service from insurers makes them more loyal - yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook. In 2016 the figure was 47%, showing a dramatic decline in performance over the last 12 months. No wonder that just 15% of consumers are ...


07.06.2017

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

Reading, UK, 30 March 2017, Despite 93% of consumers revealing they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new research suggests. Companies were unable to answer 46% of customer queries received on email, the web, Twitter and Facebook, with only 7.5% responding on all four channels - and a mere 2.5% providing a consistent, accurate answer across all of them. These are the headline findings of th ...


30.03.2017

Email beats web for insurance customer service

Eptica research uncovers poor response rates to questions asked online and on social media Reading, 27 April 2016 – Insurers can answer under half (45%) of routine questions asked online, severely impacting the digital customer experience they deliver. However, 80% provide accurate responses to questions sent via email, according to new Eptica research. While email led the way, insurers are struggling to cope with the volume of questions received on social media – while 100% were on Twitter, on ...


27.04.2016

Facebook and email beat Twitter for retail sector customer service

New retail study from Eptica finds growing inconsistency between different channels Reading, 17 March 2016: Facebook is the most accurate digital channel for retail customer service, ahead of email and then Twitter, according to new Eptica research. UK retailers could successfully answer 59% of questions asked on Facebook, 55% on email and 45% on Twitter, although only 10% provided consistent responses across these three channels. This is in stark contrast to the US, where email beat social m ...


17.03.2016



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