Synchronous and Asynchronous service, the best of two worlds

The combination of both systems allows for better interaction with users and guarantees their satisfaction.

Asynchronous and synchronous systems have been discussed many times. And the subject can lead to some confusion, especially when it comes to customer service. To clarify the picture a little, when we mention both terms we are referring to the simultaneity with which the communication between the company and the user takes place; in other words, whether it is deferred or in real time.

In the asynchronous mode, when a customer communicates through any of the different contact channels, the system automatically generates a ticket and informs him that a customer service agent will contact him as soon as possible. This allows two things: first, the customer does not waste time waiting in line; second, service managers can prioritize which cases deserve prompt attention and which can be postponed or referred to other areas.

In the case of the synchronous system, when users contact, a ticket is also generated, but they remain waiting in line for an agent to be free in order to attend to their query. Basically, the customer waits to be helped, which implies a loss of valuable time for both the customer and the agent.

For this reason, Meerkat Cx is the ideal solution, as it is a tool that allows combining both modalities, covering all aspects of interaction depending on the specific needs of the business at that moment and through all its channels (phone calls, Whatsapp, Facebook Messenger, Telegram and Web Chat). In addition, as it works 24 hours a day, 365 days a year and records all contacts in the cloud through the ticketing system, there is no chance that any of the requests will not be attended.

If you want to know more about Meerkat Cx, please don’t hesitate to contact us.