Customer Interaction Unit
Epson Customer Interaction Unit, leading the way, not following the path.
Epson (UK) Ltd has an excellent reputation not only for it’s products but also for the service it provides. The Epson Customer Interaction Unit manages all customer enquires for the UK and Ireland and is offering an unrivalled service 363 days a year - only closing on Christmas Day and New Years Day. Over the course of a year the centre will deal with somewhere in the region of seven hundred thousand customer contacts.
The CIC deals with all after sales and dealer support which includes on-line and telephone support services and comprehensive repair and replacement warranties. Pre Sales enquiries are also dealt with by a dedicated team of agents. The CIC can be contacted via telephone, letter and fax or via the web using e-mail or Epson e-Talk, ensuring that whatever the preferred method of communication, Epson offers something for everyone, including the ability to purchase consumables and services direct.
The Business Support Group has been set up specifically to deal with high end business users. The BSG resolve over 90% of issues over the phone, the rest being dealt with by our Service Centre and the resident Specialist Engineers.
Epson are proud to be one of the pioneers in web based customer interaction. Our Epson e-Talk service was launched in August 2000 with resounding success. Epson was the first technology based company in the UK to take advantage of this new technology. Agents can chat live with a customer via the Internet while pushing web pages and other information to customers. Epson e-Talk contacts are handled by the e-Service team who also deal with Pre and Post Sales e-mails. These range from general customer enquiries to technical assistance. Approximately a third of all incoming customer contacts for the Centre are now dealt with via these web based services.
Epson is in a very strong position to support its existing and ever expanding customer base. The Customer Interaction Centre continues to be a key component in the drive to maintain and improve Epson’s position in the marketplace.
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