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  • Insurers neglecting customer service on digital channels, Eptica finds

    Poor performance and focus on social media damages trust and risks future revenues

    24 Sep 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

    22 May 2019
  • 79% of UK consumers will switch brand if trust breaks down

    Eptica research finds automotive, technology, insurance and government least trusted sectors

    10 Apr 2019
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  • 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 –…

    21 Mar 2019
  • 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

    10 Oct 2018
  • 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…

    21 Mar 2018
  • 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

    15 Nov 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…

    1 Nov 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…

    27 Sep 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

    7 Jun 2017
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