Tag Archives: Eptica

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