THE RETAIL BULLETIN - The home of retail news
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Health & Beauty
General Merchandise
Sports & Leisure
The Papers
Retail Solutions
Food & Drink
Panasonic Turns to Eptica to Enhance Customer Service Experience

Multimedia Web Self-service helps electronics giant reduce handling time for complex enquiries


Panasonic Turns to Eptica to Enhance Customer Service Experience

Multimedia Web Self-service helps electronics giant reduce handling time for complex enquiries

Panasonic is rolling out online customer service technology from Eptica, a provider of multichannel customer interaction software, to facilitate provision of immediate online answers to both routine and complex support questions and optimise the response to customer enquiries from its Customer Communication Centre.

In a normal month, Panasonic UK’s Customer Communication Centre receives in excess of 40,000 contacts from customers by telephone and e-mail. While many of these enquiries change depending on recent product launches, sales initiatives and the time of the year, a high volume of frequently asked questions are being reduced by answering them online. Eptica Self-service uses an advanced ‘meaning based’ search engine to provide visitors with immediate online answers to their questions. Since deploying the software, website traffic has increased and, as the company further develops the facility, it anticipates further reductions in customer contacts.
The solution has also provided an effective platform for helping to cut the length of time required to resolve complicated product enquiries, by enabling video answers including product demonstrations to be embedded within the customers’ self-service answer.  Complex technical enquiries that can take several communications with the customer and significant time to resolve can now be more efficiently addressed through the customer viewing a short video online. This also dramatically improves the service experience for customers who in contrast to making a lengthy phone call can access and replay video answers any time of day or night at their convenience.
In partnership with Eptica, Panasonic has improved insight into the pulse of its customers and is able to react immediately to patterns and increases in particular questions.  By adding the answers to Eptica Self-service before questions escalate in volume, Panasonic is able to quickly limit the number of inbound calls and emails it receives and optimise online customer experience.

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News


Customer Engagement Conference 2019
Customer Engagement Conference 2019
5 June 2019
Cavendish Conference Centre, London W1
The 10th Annual Retail Customer Engagement Conference
The HR Summit 2019
The HR Summit 2019
8 October 2019
Hallam Conference Centre, London W1W 6JJ
The 11th HR Summit 2019, Hallam Conference Centre, 44 Hallam St, Marylebone, London W1W 6JJ
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, London W1G 9DT
Digitally native competitors and demanding customers are forcing a new perspective in retail. AI and machine learning can help you step up to the challenges; and some ‘small and beautiful’ solutions can increase your conversion rates within just a few weeks.
Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy