Eptica multimedia web self-service helps electronics giant reduce handling time for complex enquiries
Eptica multimedia web self-service helps electronics giant reduce handling time for complex enquiries
Panasonic is rolling out online customer service technology from multichannel customer interaction software provider, Eptica 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 (CCC).
Following a successful trial of Eptica Self-service on six product areas that have seen the company respond to customer enquiries more efficiently, Panasonic is extending the use of Eptica’s technology across its range of consumer products.
In a normal month, Panasonic UK’s CCC receives in excess of 40,000 contacts from customers by telephone and email. While many of these enquiries change depending on recent product launches, sales initiatives and the time of the year, the high volume of frequently asked questions is being reduced by offering more relevant information online.
Sophisticated customer responses
Eptica self-service is designed to use 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 self-service answers. 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.
Eptica’s technology also uses a dynamic self-learning knowledgebase to ensure that the information Panasonic’s customers most want to know is always presented at the top of the ‘Ask a Question’ section of their website. This means customers can find it faster and therefore only need to call or email if they require greater details or more in-depth assistance.
Speeding up customer service
“Since deploying Eptica, first contact resolution for complex enquiries is increasing. Rather than telephoning or emailing an enquiry, customers are encouraged to get the support and information they need within a matter of minutes from our website,” commented Patricia Hamed, Panasonic UK CCC manager.
“Consistency and breadth of responses is quite a challenge when you are offering support on a wide range of high tech products. The Eptica software has enabled us to collate a vast amount of existing knowledge and information into a system that is easy for both our customers and advisors to navigate thereby enhancing our interactions with customers both on and offline. We are committed to enhancing a customer’s interaction with Panasonic wherever possible and we are exploring the possibility of extending the use of Eptica software beyond the UK.”
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.
