How ultra-specialization applies to customer service

The tools must be increasingly adapted to the needs of the companies.

The enormous progress made in recent decades - driven both by the development of new technologies and the emergence of the Internet - has resulted in a paradigm change that began timidly in the field of technology but quickly spread to all other areas of society. 

Among these profound changes, one of the ones that had the greatest impact was that universality ceased to be considered an outstanding value, giving way to specialization. What is more, today we find that specialization is not what matters either; the trend is towards ultra-specialization.

This reality applies especially to technological tools and even more to software. And it is logical that this should happen, since the devices, applications and services we use and consume are becoming increasingly segmented and sectorized. Today everything seems to be customized for each user.

And the customer service area is, in this sense, a critical point for companies and should be treated as such, because the public increasingly demands quick solutions customized to their claims or needs. Therefore, it is no longer enough to have a support team that meets the demands when it can, but it has to be in a prompt and efficient way.

Suricata Cx is an ultra-specialized and customized solution that takes into account not only the environment in which the activity takes place and the savings in operating costs, but also the most common issues, their immediate attention (through omnichannel), the form of resolution (whether virtual or with call takers) and data processing (backup of the Ticketing System in the cloud) to always have satisfied and loyal users.

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