That customers can easily access customer support is today a fundamental factor
Continuing with the development of the main pillars on which exceptional customer service is based, another crucial point is accessibility as the gateway. This means you have to be where customers are and make help as easy to find as possible. Because having the best team is useless if the customer has to jump through hoops just to contact you. Nowadays, accessibility is synonymous with convenience and respect for the customer’s time.
What does accessibility imply today? Three fundamental things:
Omnichannel: offering support through the customer’s preferred channels (phone, email, chatbot, WhatsApp, etc.). In addition, in each of them the key is that the experience is seamless across all of them.
24/7 support: support must be available any day and at any time. This can be achieved through a combination of live agents and intelligent chatbots.
Self-service: the fastest way to get help is not to need it. Offering a database of frequently asked questions (FAQ), tutorials, and clear guides allows customers to solve problems on their own, freeing up your agents to handle more complex cases.
All these pillars are part of our Suricata Cx 3.0 tool, in which we always prioritize Omnichannel and 24/7 availability as a differentiating element.
That’s why, if you want to know more about Suricata Cx 3.0, don’t hesitate to contact us.
Martin Weidemann is a specialist in digital transformation, telecommunications, and customer experience, with more than 20 years leading technology projects in fintech, ISPs, and digital services across Latin America and the U.S. He has been a founder and advisor to startups, works actively with internet operators and technology companies, and writes from practical experience, not theory. At Suricata he shares clear analysis, real cases, and field learnings on how to scale operations, improve support, and make better technology decisions.