At the US Mega-meeting, emphasis was placed on the local ISPs and the importance of customer service. As we mentioned last week, a few days ago we were in Las Vegas, United States, participating in the Wispapalooza 2022 Show, organized by the Wireless Internet Service Providers Association (WISPA). This is the most important meeting in the US, where small and …
While both measure customer satisfaction, the NPS measures also customer engagement. In the previous issue we talked about the importance of having accurate data on the level of customer satisfaction regarding the service they receive, not only to know how the company is considered, but also as an element to generate improvements within the organization. To delve a little deeper, …
It helps measure the degree of customer satisfaction and loyalty In any activity that has customers as its final target, it is well known that their level of satisfaction and loyalty is a vital consideration. And while until a few decades ago it was difficult to measure these parameters, nowadays, thanks to the tools offered by technology, it is quite …
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 event was organized by CAPPI and Banco Roela Meerkat was present at the Regional Internet Providers Meeting, Córdoba chapter, organized by Banco Roela and the Argentine Chamber of Small Internet Providers (CAPPI), at the venue of the local Stock Exchange. The main subject of the event was: “ISPs: essential for the digitalization of Argentina”, and during the presentation several …
How new tools help mitigate crises and avoid system crashes When a malfunction occurs that generates a massive service outage or other similar inconveniences that affect a large number of users at the same time, it is common for them to turn massively and simultaneously to make their claims to the service provider. This situation brings with it a rather …
It allows not only to manage contacts but also to improve the quality of service. In an increasingly digitized world, where today almost everything goes through devices or computers, having concrete and accurate data is becoming crucially important. In fact, in recent years there has been a boom in Big Data to the point that no one doubts that it …
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 …
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 …
