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 …
The cultural changes that have taken place in the last two years have made it necessary to offer a high quality Customer Service Although it may sound paradoxical, the appearance of the coronavirus at the end of 2019 and the consequent restrictions implemented – to a greater or lesser extent – by health authorities at the global level, had a …
Customer service is becoming more and more dynamic and therefore requires complementary tools. Having a Chatbot as a customer service channel is no longer a novelty. In fact, today almost all companies have these systems and they are no longer strange to users. A Chatbot is a customer service software that, with or without the intervention of Artificial Intelligence, manages …
In a previous edition we talked about the great advantages of omni-channel over multi-channel. Today we want to look a little deeper into this point. Omni-channel is a communication model used by companies to improve their customers’ experience, allowing them to be in constant contact through multiple channels at the same time. The great advantage of omni-channel is that it …
As we mentioned last week in “How to retain your customers”, customer service is a key element to conquer and retain customers, because although a good service is essential to achieve this goal, the correct attention and solution of complaints or queries guarantees the total satisfaction of the users. Moreover, in this era of so much supply and competition, customer …
Retaining customers is not a simple task. It demands attention and resources to meet their demands quickly and effectively, and thus achieve their loyalty. This can be done without any inconvenience by means of a conventional service team when dealing with small volumes of claims or queries. But when the number of incoming contacts exceeds the team’s capacity, customers begin …
The Multichannel is a non-unified communication model provided by companies that allows their Cients to get in contact with the company by means of multiple available channels. As we know this model has great advantages but also big disadvantages. For example, the typical and recurrent case in which the customer contacts several channels at the same time in order to …
