Welcome!

Agile Computing Authors: Liz McMillan, Elizabeth White, Harry Trott, Ilya Bohaslauchyk, Prince Kumar

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]easuresconsulting.com
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.

@ThingsExpo Stories
SYS-CON Events announced today that Massive Networks will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Massive Networks mission is simple. To help your business operate seamlessly with fast, reliable, and secure internet and network solutions. Improve your customer's experience with outstanding connections to your cloud.
SYS-CON Events announced today that CAST Software will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CAST was founded more than 25 years ago to make the invisible visible. Built around the idea that even the best analytics on the market still leave blind spots for technical teams looking to deliver better software and prevent outages, CAST provides the software intelligence that matter ...
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution and join Akvelon expert and IoT industry leader, Sergey Grebnov, in his session at @ThingsExpo, for an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
Because IoT devices are deployed in mission-critical environments more than ever before, it’s increasingly imperative they be truly smart. IoT sensors simply stockpiling data isn’t useful. IoT must be artificially and naturally intelligent in order to provide more value In his session at @ThingsExpo, John Crupi, Vice President and Engineering System Architect at Greenwave Systems, will discuss how IoT artificial intelligence (AI) can be carried out via edge analytics and machine learning techn...
SYS-CON Events announced today that Datera, that offers a radically new data management architecture, has been named "Exhibitor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Datera is transforming the traditional datacenter model through modern cloud simplicity. The technology industry is at another major inflection point. The rise of mobile, the Internet of Things, data storage and Big...
In his session at @ThingsExpo, Arvind Radhakrishnen discussed how IoT offers new business models in banking and financial services organizations with the capability to revolutionize products, payments, channels, business processes and asset management built on strong architectural foundation. The following topics were covered: How IoT stands to impact various business parameters including customer experience, cost and risk management within BFS organizations.
SYS-CON Events announced today that CA Technologies has been named "Platinum Sponsor" of SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business - from apparel to energy - is being rewritten by software. From planning to development to management to security, CA creates software that fuels transformation for companies in the applic...
SYS-CON Events announced today that Pulzze Systems will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Pulzze Systems Inc, provides the software product "The Interactor" that uniquely simplifies building IoT, Web and Smart Enterprise Solutions. It is a Silicon Valley startup funded by US government agencies, NSF and DHS to bring innovative solutions to market.
From 2013, NTT Communications has been providing cPaaS service, SkyWay. Its customer’s expectations for leveraging WebRTC technology are not only typical real-time communication use cases such as Web conference, remote education, but also IoT use cases such as remote camera monitoring, smart-glass, and robotic. Because of this, NTT Communications has numerous IoT business use-cases that its customers are developing on top of PaaS. WebRTC will lead IoT businesses to be more innovative and address...
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, will introduce two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From planning to development to management to security, CA creates software that fuels transformation for companies in the applic...
In his session at @ThingsExpo, Dr. Robert Cohen, an economist and senior fellow at the Economic Strategy Institute, presented the findings of a series of six detailed case studies of how large corporations are implementing IoT. The session explored how IoT has improved their economic performance, had major impacts on business models and resulted in impressive ROIs. The companies covered span manufacturing and services firms. He also explored servicification, how manufacturing firms shift from se...
SYS-CON Events announced today that Elastifile will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Elastifile Cloud File System (ECFS) is software-defined data infrastructure designed for seamless and efficient management of dynamic workloads across heterogeneous environments. Elastifile provides the architecture needed to optimize your hybrid cloud environment, by facilitating efficient...
SYS-CON Events announced today that Golden Gate University will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Since 1901, non-profit Golden Gate University (GGU) has been helping adults achieve their professional goals by providing high quality, practice-based undergraduate and graduate educational programs in law, taxation, business and related professions. Many of its courses are taug...
Recently, WebRTC has a lot of eyes from market. The use cases of WebRTC are expanding - video chat, online education, online health care etc. Not only for human-to-human communication, but also IoT use cases such as machine to human use cases can be seen recently. One of the typical use-case is remote camera monitoring. With WebRTC, people can have interoperability and flexibility for deploying monitoring service. However, the benefit of WebRTC for IoT is not only its convenience and interopera...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics ...
SYS-CON Events announced today that Secure Channels, a cybersecurity firm, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Secure Channels, Inc. offers several products and solutions to its many clients, helping them protect critical data from being compromised and access to computer networks from the unauthorized. The company develops comprehensive data encryption security strategie...