Throughout 2020, we learned that Customer Experience (CX) is the key to retraining and innovation to drive the business to success. Since 2021 is a very particular and challenging year, it is important to know the trends that are setting the path for professionals and decision-makers when designing initiatives. This discipline is not exclusive to large companies. Its development occurs …
Given the current global context, personalized management habits are heading towards being digital. Many clients are late in their payments due to the difficulty of getting to the payment centers. There are two urgent situations to solve; offer the client a simple platform to operate that facilitates and contributes to changing their payment habits, and on the other hand, sustaining …
Both service and customer care are two key areas for the development of a company. It should be noted that they are complementary, NOT equivalent. For this it is important to understand the difference. Service does everything that can be provided to the customer in addition to a product. It is responsible for being attentive to the demands and tastes …
The advance of time brings a series of changes. It is forecast that for this year, customers will prioritize service quality over price and product. This is what will make them loyal to a brand. To provide a great experience, attract and retain customers, there are 5 fundamental characteristics you should know. Service agility One of the tools to achieve …
Faced with a growth in clients, contact cases increase and there comes a point where the service team becomes saturated. While human resolution is useful and necessary, it is not enough and constantly expanding the team comes at a high cost. It is for this reality that the ticket system was devised. It does not replace the human factor, but …
Contacting through a channel and receiving a friendly greeting from a bot is no longer strange for Internet users. According to Van Baker, vice president of research at Gartner, “By 2021, more than 50% of medium and large companies will have implemented chatbots in their products.” A Chat with a bot is a customer service software that, with or without …
Omnichannel, a communication model provided by companies that allows their customers to contact them through multiple channels of their choice, is the new paradigm and as we well know, it has its outstanding virtues. But it also has its other side: the typical and repetitive case where the client is contacted by several channels at the same time to speed …
The change in the work modality given the current context and the new resolution of social, mandatory and preventive isolation for customer service centers, puts ISPs at risk. Among many of the problems generated, a large percentage of user calls are due to massive network failures. How to attend to these needs if, in addition to overcoming the agents, they …
The current global context and the resolution of mandatory social isolation without a certain expiration date, bring together two urgent situations to be resolved by mass service companies such as ISPs. 1. Sustain the cash flow of charging.2. Offer the Client a simple platform that collaborates in changing their habits. He already knows that from now onwards will have to …
Omnichannel; a communication model used by companies to improve the experience of their customers, allowing them to be in constant contact with the company through multiple channels at the same time. The great value of omnichannel is offering the customer the choice of communicating with their provider. Adapting the organization’s processes to all channels is the way to achieve a …
