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.
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