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 …
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 …
