Tag Archives: Eptica

UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies. 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. Continue reading UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

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

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

UK customer experience worsening as social media performance slumps

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. Continue reading UK customer experience worsening as social media performance slumps

Brands failing to deliver on chat customer experience

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 amongst the headline findings of the Eptica 2017 UK Chat Study, released today. Continue reading Brands failing to deliver on chat customer experience

Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center

PRESS RELEASE: Eptica, the leading European technology company specializing in intelligent platforms for digital customer experience, announced today that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)” by Michael Maoz and Brian Manusama, May 8, 2017. This marks the fourth consecutive year that Eptica has appeared in this Magic Quadrant. Continue reading Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center

UK insurers beat US for digital customer experience

PRESS RELEASE: Despite the growth of digital channels, US insurers seem to be stuck in an analogue world, unable to respond accurately, quickly or consistently to customer queries asked via the web, email, Twitter, Facebook or chat, according to new research from multichannel customer engagement software provider Eptica. Continue reading UK insurers beat US for digital customer experience

Eptica positioned among 14 customer relationship solutions providers by Gartner

PRESS RELEASE: Eptica, provider of collaborative digital customer engagement platforms, announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)” by Michael Maoz and Brian Manusama, May 4, 2016. This marks the third consecutive year that Eptica has appeared in this Magic Quadrant. Continue reading Eptica positioned among 14 customer relationship solutions providers by Gartner

Email beats web and social media for insurance customer service, new Eptica research finds

PRESS RELEASE: 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, only half responded successfully to a tweeted query. Continue reading Email beats web and social media for insurance customer service, new Eptica research finds

Eptica unveils new strategy and branding, focused on enabling meaningful conversations between organisations and individuals

PRESS RELEASE: As it celebrates its 15th anniversary global multichannel customer interaction software company Eptica today launched its new strategy, positioning and branding. Building on its heritage, this coincides with major expansion at the company, including the opening of its new, larger Paris headquarters and its new US office in Boston, Mass.. Continue reading Eptica unveils new strategy and branding, focused on enabling meaningful conversations between organisations and individuals

Eptica announces 23% growth in Software as a Service orders in 2015

PRESS RELEASE: Eptica announced that 2015 saw a 23% increase in its Software as a Service (SaaS) sales, along with major growth in its US and international operations. The profitable software company is now moving into its 15th year of operations and plans further expansion over the course of 2016. Continue reading Eptica announces 23% growth in Software as a Service orders in 2015