Welcome!

@CloudExpo Authors: Liz McMillan, Peter Silva, Elizabeth White, William Schmarzo, Pat Romanski

Blog Feed Post

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 through the web, email and social media channels, according to a new study released today. 100 leading companies were evaluated on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email. The 2012 Eptica Multichannel Customer Experience Study found that websites could only answer just over half (53%) of customer questions, while company responses to email queries has worsened since 2011. Social media use had doubled, although many still failed to integrate social media into their overall customer service strategy.

Researchers were unable to email nearly a quarter (23%) of the companies in the study, as they either had removed the opportunity for non-customers to contact them through this channel or email addresses could not be easily found. Just 39% of the 100 businesses actually managed to respond with an accurate answer via email and on average companies took 64 hours 33 minutes to successfully reply to emails - 44 hours longer than a similar study undertaken in 2011. Response times varied greatly - two companies successfully answered email questions in a superfast 19 minutes, but another took one month to reply. Overall every one of the ten sectors surveyed answered emails slower on average than in 2011.

The in-depth study, carried out by multi-channel customer interaction management software provider Eptica, found a huge chasm between best and worst - for example, fashion companies answered a creditable 75% of questions asked on their websites, while CD/DVD/Booksellers and food retailers scored a paltry 40%.

While web performance improved from 2011's average of 50% of questions answered to 2012's 53% there was a major chasm between winners and losers. Over a quarter (28%) of companies performed worse in 2012 compared to last year - despite being asked exactly the same questions, through the same channels.

"At a time when recession is putting unprecedented strain on many companies, customer service is critical if businesses want to win and retain consumers - but this study shows that many organisations are still struggling to provide basic information or answer customer emails," said Dee Roche, Global Marketing Director, Eptica. "The fact that the performance of many companies has worsened over the last twelve months is disappointing to see - poor service will simply endanger sales in today's competitive market. Customers want to be able to contact companies through their channel of choice, so businesses need to adopt a joined-up, multichannel approach if they are to meet their needs."

Many companies seemed to be more successful on one channel than others - excelling on the web but then providing poor responses to email questions. Food retailers could only answer 40% of questions asked via the web, but successfully responded to 70% of emails.

The study also researched how companies were using social media to engage and interact with their customers. On the positive side, social media use had nearly doubled, with 64 companies having Facebook pages (against 33 in 2011) and 70 with Twitter (up from 36 in 2011). However only 11% linked customer service to these social media channels - showing they are still only at the beginning of the social customer service journey.

"Social media is transforming how consumers approach customer service as it provides a megaphone for them to broadcast their complaints to the world," said Dee Roche, Global Marketing Director, Eptica. "So it is positive to see that companies are embracing this new channel - they now need to integrate it with their overall customer service strategy to deliver a joined-up approach that is both consistent and efficient."

The overall average performance masked major differences between sectors and even companies within them. For example one food retailer scored 100%, answering all ten questions successfully - but at the same time three companies in the same sector scored just two out of ten. In total 17% of organisations answered 8 or more questions, however 20% were unable to answer more than three. Only two organisations could successfully answer all ten sector-specific questions asked on their websites.

Sector2012 % answered online (position)2011 answered online (position)
Fashion Retail75% (1st)64% (1st)
Travel63% (2nd)54% (2nd)
Utilities60% (3rd)52% (4th)
Electronics Retail58% (4th)54% (2nd)
Telecoms56% (5th)42% (10th)
Consumer Electronics55% (6th)48% (6th)
Insurance48% (7th)50% (5th)
Banking41% (8th)43% (8th)
CD/DVD/Books40% (9th)43% (8th)
Food retail40% (9th)48% (6th)

2012 Eptica Multichannel Customer Experience Study methodology
In total 100 company websites across the insurance, travel, CD/DVD/book retail, food retail, electronics retail, consumer electronics manufacturers, utilities, fashion retail, telecoms and banking sectors were evaluated in three areas in Q3 2012:
1. For their ability to answer ten basic, sector-specific questions via their website, such as What is your returns policy if I change my mind after purchase? (retailers) and How do I cancel my contract? (telecoms suppliers)
2. On the speed and accuracy of their response via their email channel
3. How they integrated links to sites such as Facebook, Twitter and forums into their overall customer service strategy.

An infographic that sums up the results can be found at http://www.eptica.com/IMG/jpg/TheEpticaMultichannelCustomerExperienceStudy.jpg

The 2012 Eptica Multichannel Customer Experience Study report can be downloaded from http://www.eptica.com/Customer-Experience-Study-2012.html

-ends-

About Eptica
Eptica is the leading European multilingual solution for Customer Interaction Management including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 370 customers, including some of the world's largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica's customers include: Dixons, Domestic & General, Haven Holidays, Republic, Panasonic, Virgin Holidays, Capita and Ageas Insurance Solutions.

Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. Eptica was awarded the Deloitte Technology Fast 500 EMEA in 2009 for the third consecutive year. The company's continuing innovation and strong performance resulted in Eptica's inclusion in Gartner's 2011 and 2010 Magic Quadrants for Web Customer Service.

For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147/[email protected]
Uday Radia +44 (0) 7940 584161/[email protected]

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@CloudExpo Stories
"Qosmos has launched L7Viewer, a network traffic analysis tool, so it analyzes all the traffic between the virtual machine and the data center and the virtual machine and the external world," stated Sebastien Synold, Product Line Manager at Qosmos, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, will share examples from a wide range of industries – includin...
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web co...
"We build IoT infrastructure products - when you have to integrate different devices, different systems and cloud you have to build an application to do that but we eliminate the need to build an application. Our products can integrate any device, any system, any cloud regardless of protocol," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
"We analyze the video streaming experience. We are gathering the user behavior in real time from the user devices and we analyze how users experience the video streaming," explained Eric Kim, Founder and CEO at Streamlyzer, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
"This is specifically designed to accommodate some of the needs for high availability and failover in a network managed system for the major Korean corporations," stated Thomas Masters, Managing Director at InfranicsUSA, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprise IT has been in the era of Hybrid Cloud for some time now. But it seems most conversations about Hybrid are focused on integrating AWS, Microsoft Azure, or Google ECM into existing on-premises systems. Where is all the Private Cloud? What do technology providers need to do to make their offerings more compelling? How should enterprise IT executives and buyers define their focus, needs, and roadmap, and communicate that clearly to the providers?
"We are an all-flash array storage provider but our focus has been on VM-aware storage specifically for virtualized applications," stated Dhiraj Sehgal of Tintri in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
"We are a leader in the market space called network visibility solutions - it enables monitoring tools and Big Data analysis to access the data and be able to see the performance," explained Shay Morag, VP of Sales and Marketing at Niagara Networks, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Organizations planning enterprise data center consolidation and modernization projects are faced with a challenging, costly reality. Requirements to deploy modern, cloud-native applications simultaneously with traditional client/server applications are almost impossible to achieve with hardware-centric enterprise infrastructure. Compute and network infrastructure are fast moving down a software-defined path, but storage has been a laggard. Until now.
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...
Get deep visibility into the performance of your databases and expert advice for performance optimization and tuning. You can't get application performance without database performance. Give everyone on the team a comprehensive view of how every aspect of the system affects performance across SQL database operations, host server and OS, virtualization resources and storage I/O. Quickly find bottlenecks and troubleshoot complex problems.
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Complete Internet of Things (IoT) embedded device security is not just about the device but involves the entire product’s identity, data and control integrity, and services traversing the cloud. A device can no longer be looked at as an island; it is a part of a system. In fact, given the cross-domain interactions enabled by IoT it could be a part of many systems. Also, depending on where the device is deployed, for example, in the office building versus a factory floor or oil field, security ha...
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
An IoT product’s log files speak volumes about what’s happening with your products in the field, pinpointing current and potential issues, and enabling you to predict failures and save millions of dollars in inventory. But until recently, no one knew how to listen. In his session at @ThingsExpo, Dan Gettens, Chief Research Officer at OnProcess, discussed recent research by Massachusetts Institute of Technology and OnProcess Technology, where MIT created a new, breakthrough analytics model for s...
"We are the public cloud providers. We are currently providing 50% of the resources they need for doing e-commerce business in China and we are hosting about 60% of mobile gaming in China," explained Yi Zheng, CPO and VP of Engineering at CDS Global Cloud, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.