| Date | Title | Description |
| 06.01.2022 | How Conversational AI Is Shaping The Future Of Business | If you’ve paid a bill or made a purchase online in the past few years, you have likely noticed an increase in the number of chatbot popup windows that are available to interact with now. Unlike typing elementary phrase into Google, voice as... |
| 15.11.2021 | How to drive recognition in your customer service team | Recognition is one of the most important factors in delivering excellent customer service, and one of the most often overlooked.
Put simply, whatever systems and technology you have in place, your agents are on the frontline. It is their pe... |
| 24.09.2019 | Insurers neglecting customer service on digital channels, Eptica finds | Poor performance and focus on social media damages trust and risks future revenues
Reading, UK, 24 September 2019 – Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, acc... |
| 22.05.2019 | Twitter and Facebook worst channels for retail customer experience, finds research by Eptica | Study shows fashion and food retailers focus customer service efforts on the web
Reading, UK, 22 May 2019 – Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experi... |
| 10.04.2019 | 79% of UK consumers will switch brand if trust breaks down | Eptica research finds automotive, technology, insurance and government least trusted sectors
Reading, UK, 10 April 2019 – Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers s... |
| 21.03.2019 | Facebook and web lead the way for UK customer experience - email and Twitter lag behind | New Eptica study finds 89% of consumers will switch brands if trust breaks down
Reading, UK, 21 March 2019 – UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, acco... |
| 10.10.2018 | UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion | Research finds consumers happy to adopt automated channels such as Alexa-style voice assistants, self-service and chatbots
Reading, UK, 10 October 2018 – New research highlights the growing volume of consumer queries that UK brands now need... |
| 15.11.2017 | 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 ... |
| 01.11.2017 | UK customer experience worsening as social media performance slumps | Eptica research finds top brands successfully answer just 44% of all queries
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 ... |
| 27.09.2017 | 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 ... |
| 07.06.2017 | 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 fai... |
| 30.03.2017 | UK retail customer experience failing to improve with nearly 50% of queries left unanswered | Eptica study finds consumers more likely to get an accurate response on email than Twitter, Facebook or the web
Reading, UK, 30 March 2017, Despite 93% of consumers revealing they are more likely to buy if they receive a positive customer e... |
| 27.04.2016 | 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 t... |
| 18.03.2016 | Want the best customer support? Use Facebook | Facebook is the number one channel for people looking to get answers from retailers’ customer service in the UK, a new study shows.
According to the Eptica Multichannel Customer Experience study, Facebook is the channel through which retail... |
| 07.03.2016 | The best customer support is on social media | Email is falling behind social media channels when it comes to customer support, a new survey by Eptica suggests. The multichannel customer interaction management software provider trialled 100 "leading" UK companies, mimicking th... |
| 02.03.2016 | Social media outperforms email for customer service according to new research | UK brands answer less than half of customer queries received on Facebook and Twitter in new Eptica study
Reading, 2 March 2016: Despite its importance to consumers, email is falling behind social media when it comes to customer service, wit... |
| 30.04.2015 | Insurers unable to adequately answer consumer questions online | Eptica research finds multichannel customer service not improving within insurance sector
Reading, 30 April 2015, UK insurers are failing to deliver multichannel customer service to customers and prospects, answering just 40% of routine que... |
| 26.03.2015 | Brands risk customer churn by failing to understand consumers on digital channels | New research finds that 82% of consumers will switch after bad experience
Reading, UK 26 March 2015, Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands t... |
| 19.03.2015 | UK retailers failing at email customer service but improving on Twitter | Eptica research finds web best channel for retail customer service
Reading, 19 March 2015, Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked vi... |
| 17.03.2015 | Eptica achieves record annual revenues of $12m in 2014 | Multichannel customer engagement software company plans US, Asian expansion in 2015
Boston, Reading, Paris, Singapore, 17 March 2015, Global multichannel customer interaction software company Eptica (www.eptica.com) today announced record r... |
| 29.01.2015 | The Works delivers busiest ever Christmas with Eptica | Advanced email management solution transforms customer service at peak
Reading, 29 January 2015, Eptica (http://www.eptica.com/) today announced that fast growing UK retailer The Works (http://www.theworks.co.uk/) increased efficiency and i... |
| 10.12.2014 | Over half of UK shoppers can’t find basic information online | Retailers risk losing Christmas sales through poor and slow customer service
Reading, 10 December 2014, Despite online sales expected to hit £4.7 billion this Christmas [1], retailers are still not providing the right customer experience on... |
| 31.10.2014 | Eptica continues double digit growth in Q3 2014 | Software company increases investment in R&D and expands customer base
Reading and Singapore, 31st October 2014, Global multichannel customer interaction software company Eptica today announced that its Q3 2014 revenue jumped 17% on the... |
| 19.06.2014 | UK insurers failing to deliver channel choice to consumers | Eptica research finds that just 30% of emails and tweets answered successfully
Reading, 19 June 2014: UK insurers are struggling to cope with social media and online channels, responding accurately to less than 1 in 3 tweets and emails on a... |
| 15.05.2014 | Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center | Sole European vendor included in global 2014 report
Reading, Paris, Singapore – 15th May 2014: Eptica announced today that it has been named in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center” by Michael Maoz, April 24,... |
| 25.03.2014 | Twitter least effective customer service channel for UK brands, according to new study | Eptica research of top 100 companies finds customer experience ‘average’ across web, email and Twitter
Reading, 25 March 2014: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media ... |
| 04.12.2013 | Hastings Direct chooses Eptica’s Multi Channel Customer Email & Knowledge Management Platform | Reading, 4 December 2013, Fast growing insurance retailer Hastings Direct wants to enhance customer service and provide improved channel choice for its 1.3 million customers, while increasing efficiency across its contact centre operations ... |
| 24.09.2013 | Mind Candy Supports over 80 Million Moshi Monsters with Eptica | Enhancing the customer experience for children and parents online and offline across 150 territories around the globe.
Reading, 24 September 2013, Family entertainment company Mind Candy is deploying Eptica’s multichannel customer service p... |
| 19.09.2013 | Mobile websites failing to deliver right experience to 52% of UK consumers | Eptica study uncovers top five complaints about mobile customer experience
Reading, 19 September 2013 – 52% of consumers said that over half the websites they visited weren’t optimised for mobile devices, making it difficult to interact wit... |
| 17.09.2013 | Worldline and Eptica launch new unified multichannel interaction management platform in Europe | Customer Service partnership announces Belgian banking industry Card Stop project as first joint customer
Paris, 17 September 2013 - Worldline, Atos subsidiary for e-payment services, and Eptica, global provider of multichannel customer int... |
| 18.02.2013 | Eptica Positioned in Leading Analyst Firm’s Magic Quadrant for CRM Web Customer Service Applications | Reading and Paris - 18 February 2013: Eptica (http://www.eptica.com/) announced today that it has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications. This marks the third consecutive year th... |
| 06.12.2012 | Retail customers facing email black hole this Christmas | Study uncovers growing chasm between best and worst online retail customer experience
Reading, 6 December 2012: In the run up to Christmas, UK retailers are frustrating shoppers with distinctly average customer service, according to a new s... |
| 08.11.2012 | Eptica acquires Lingway for best in class Search and Social Sentiment software | Natural language processing and sentiment analysis to strengthen multichannel customer experience
Paris and Reading 8 November 2012: Eptica, a leading provider of Multi channel Customer Interaction software, today announced the acquisition ... |
| 05.11.2012 | UK companies struggle to deliver online customer service | Study finds businesses unable to provide answers to nearly half of basic questions online and close to quarter of businesses shut off email channel
Reading, 5 November 2012: UK consumers are being let down by second class customer service t... |
| 08.08.2012 | People’s Postcode Lottery hits the customer service jackpot | Eptica increases sales conversions to 18.5% and helps raise over £19 million for good causes
Reading, 8 August 2012: People’s Postcode Lottery, Britain’s charity lottery, is increasing sales and delivering unrivalled customer service throug... |
| 28.02.2012 | Eptica and AirGate Solutions form Strategic Alliance | Combined focus to change the passenger experience by enabling better airline and airport customer services
28 February 2012, Eptica, the leading European solution for Multi channel Customer Interaction Management, today announced a major ne... |
| 27.11.2008 | Eptica Helps Websites Avoid EU Fines | Companies need to re-evaluate online customer service channels to meet EU directives
27 November 2008; Companies with consumer facing websites may need to re-evaluate their existing online service systems in order to provide fast, efficient... |
| 10.09.2008 | Confused.com sets gold standard for email | Eptica Email Management improves email efficiency and handling times
10 September 2008 - As part of its drive to lead on customer service, Confused.com, the UK’s leading insurance comparison website, has implemented new intelligent email ma... |
