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
79% of UK consumers will switch brand if trust breaks down
Eptica research finds automotive, technology, insurance and government least trusted sectors
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 –…
Contacts
For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147
chris@measuresconsulting.com
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
UK consumers demand better, more detailed answers from brands - or they'll move to rivals
94% say personalised answers will make them more loyal – with 84% switching to competitors if responses disappoint, according to…
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
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…
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…
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
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
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