A study published in The Multichannel Customer Care Report indicates that depending on the customer’s need or available time, they prefer self-service, but sometimes they need to communicate with a quick message on Facebook or WhatsApp and in other situations they want to resolve a problem or a question by phone Can Solve with .
This need, derived from the number of channels we have today to communicate and which companies from small to large are increasingly Can Solve with adopting, demands effectiveness and integration on the part of customer service platforms.
Communication with the customer is governed by the EPIC principle which refers to Easy,
Personalized and In-control connections
The truth is that no one wants to spend 20 minutes on the phone anymore only to have to repeat the situation to a new agent because our call was transferred and the new one has no idea what we are talking about and, to make cambodia telegram data matters worse, does not offer a solution.
In 2019, 46% of customers had higher expectations compared to previous years regarding the customer service offered by companies. This requires greater and better investments to meet their expectations.
There is also a greater need for tools that facilitate interactions and also integrate them effectively . A customer service platform exploring the mindset of artificial intelligence in the digital age offers the opportunity to have information articulated in a single interface, automate some processes, prepare reports,
Customer Experience Trends Report
What problems does a customer service platform help me solve?
When you have to renovate your home, you have a box from which you take out one by one the tools you need for a certain task. Well, a customer service platform is like that toolbox that will facilitate communication with the dy leads client and, of course, the work of your agents.
Improve response time
This point is of vital importance since customers perceive frustrating aspects in the customer service process : a telephone system that Can Solve with makes interaction with an agent difficult (56%), having to repeat data several times (45%) and difficulty communicating with support (36%).
Reduce “ping-pong” type conversations
Having to escalate a problem to another department is a normal process. The worst thing is when it happens back and forth for a long time, like a ping-pong ball, while no one presents the customer with a solution.
Incorporating a ticketing tool into the customer service platform allows the customer’s reason for contact to be clearly and quickly distinguished and redirected to the appropriate team. As a result, we will have a reduction in response time and efficiency in the service.