Welcome to Eptica Multi Channel Customer Service Software. Web Self-service, Email Response Management, Live Chat and Customer Service Knowledgebase.

2. Web Self Service Features

webmaster — 2009-02-12T20:10:45Z

Powerful semantic search engine
The Eptica self-service search engine enables customers to find the information they are looking for by identifying the concepts contained within their questions and delivering the most appropriate answer from a dynamic customer service knowledgebase.

Self-learning knowledgebase
The Eptica knowledgebase learns, from the way it is used, which content is best for answering a specific question. Any interaction with the knowledgebase continues to refine and enhance the relevance of content. Using both customers' and agents' search histories, FAQs are automatically and dynamically prioritised, constantly pushing the most popular information to the top based on how often it is viewed and searched for.

Accessible help for everyone
Eptica self-service accommodates everyone's search preferences. Web site customers can find information quickly by typing natural language questions, phrases and keywords. They can also browse through FAQ entries organised by topics and subtopics.

Easy to keep content up to date
Eptica's content and enquiry management workflow makes the process of adding new content exceptionally painless. Information can be published in a click and requires no content tagging or programming of concepts. Add new content in response to new searches and enquiries initiated by customers and customer service agents, or by adding new information at any time such as for new products and promotions.

Content modules
Multiple interfaces can be supported from a single knowledgebase even though customers may access the knowledgebase from different websites, such as a company with several retail brands

Multiple languages
Eptica's self-service and email management applications are available in 25 languages including English, French, Spanish, Portuguese, German, Italian, Dutch, Polish, Arabic, Korean and Japanese. This enables organisations with pan-European and global locations to deliver consistent, high-quality service across their entire Web and customer contact operations.

Content ratings
Allow customers to rate the effectiveness of your knowledgebase entries and use this information to optimise content.

Full Publication controls
Publication controls allow a date to be set for the publication and expiry of content.

HTML content editor
Content is published within a consistent style template. An easy to use editor allows basic editing of text content and the ability to add links to web pages, downloadable forms and brochures such as instruction manuals.

Resources library
Brochures, order forms, price lists and all manner of PDFs, text files and images can be stored for use in knowledgebase entries.

1. Web Self-Service

webmaster — 2009-02-12T20:10:43Z

When customers are browsing the Internet, gathering information about their available choices, Eptica Self Service™ gives your Web site the customer service advantage so they stop searching and find the answers they need.

Eptica Self Service™ is powered by an intelligent meaning based semantic search engine which allows customers to Ask a Question, search by keyword, or browse content within a dynamic knowledgebase - enabling them to answer their own customer service questions through your Web site.

Reap the benefits in sales and customer satisfaction
Increase brand engagement and the length of time customers spend on your site
See the big picture by tapping into the huge volume of customer insight within your self –service system
Reduce routine and repeat enquiries so your customer service staff can spend more time with highly-qualified Web site visitors
Gain the customer service advantage, providing instant online answers combined with a seamless, fully integrated route to customer service staff by email, chat or phone

Eptica enables your Web and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.

3. Case Study

webmaster — 2009-02-12T20:10:41Z

Confused.com, the UK's leading insurance comparison website, has seen a dramatic increase in visitors to its website – which handled approximately 13 million insurance quotation searches last year. With these numbers set to rise in 2008, the company needed a robust but easy-to-use, best practice email system that would provide complete visibility of all enquiries.

As part of its drive to lead on customer service, Confused.com implemented Eptica Email Management to improve the quality and efficiency of email replies. To date, repeat inbound emails have reduced by 25% and average email handling time by more than 60%. As a result, customers emailing Confused.com can now receive quicker answers to their email queries, improving service delivery.

David Williams, IT Director Confused.com comments “Online conversion ratios and customer experience are critical elements for Confused.com, and ones which we are constantly looking to enhance. We were particularly impressed that Eptica's email system uses advanced search technology and a dynamic knowledgebase to manage email reply content: the core ingredients of a self-service system.”

“Our agents are at the customer frontline and are best placed to capture information about what customers want and therefore drive the content for online service. We plan to make the knowledgebase available to customers on our Web site so they can find answers to the majority of their questions, without having to email us at all. Because online service and email management will be completely integrated we expect to gain both on improved customer experience and efficiency.”

During peak times and promotional periods, inbound emails can increase by up to 50% for Confused.com. Despite the increase in volume, Eptica Email Management has enabled Confused.com to maintain their high service levels, whilst improving efficiency. Agents can now easily edit standard replies, personalise responses and add further information and attachments as required.

Comprehensive and easy to use reporting is providing complete visibility to queries. The contact centre can now run reports to see what questions customers are asking and which standard email reply templates are being used in response (approximately 60 templates are in use at present). Analysis can be carried out to reveal the peaks and troughs in activity by day, time and particular queue. Customer queries can be further analysed by drilling down to number and type, then individually, to view specific queries. The contact centre is now feeding this information about what customers want, back into the business on a daily basis. In this way, the contact centre is playing a key role in providing information about customer requirements; this data is also being fed into a major website redesign.

Confused.com has been able to make use of comprehensive management information and compliance features to ensure full tracking and traceability of every enquiry. A full audit trail of customers' enquiries, including previous correspondence, gives agents a complete picture of customers' issues, making it easy for them to resolve enquiries efficiently. Automatic spell checks ensure accuracy and agents have the ability to attach additional notes to enquiries which are pending further investigation or require additional information from insurance providers.

With so many consumers using comparison Web sites, it's vital to provide good information and respond efficiently to customers' questions. As the market leader, Confused.com's investment in customer service will enhance the web site's position as a fantastic resource for consumers looking to find the right insurance product.

Eptica enables Web and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.