For online sales platforms, excellence in customer support has become a competitive advantage. With the growing demand for quick responses, innovative tools, and digital strategies transform the management of customer service, allowing for a more dynamic and efficient experience.
AI-powered chatbots, for example, provide immediate 24-hour support, solving common issues instantly. Furthermore, user behavior analysis allows for personalized customer service, offering tailor-made solutions. This way, human agents can focus their efforts on more complex issues.
These functionalities enhance customer satisfaction and optimize operational efficiency for companies, reducing response times and costs associated with customer support.
Customized Technologies
According to Renatto Moreira, CMO of Ticto, one of the leading online sales platforms for digital businesses in Brazil, the balance between human interaction and technology is essential to meet consumer expectations and ensure their satisfaction. “Well-trained, empathetic attendants capable of understanding customer needs are essential to create a satisfactory experience. The human touch, combined with technological efficiency, results in a more comprehensive and effective support,” he points out.
In addition, it is important to offer multiple contact channels, such as live chat, social media, email, and phone to cater to varied customer preferences. “An integrated support system, consolidating all interactions in one place, helps companies manage customer service better and provide a more pleasant experience,” she points out.
It is worth noting that Ticto received the RA1000 certificate from Reclame Aqui in 2024, a seal that attests to excellence in customer service and high level of consumer satisfaction.
Monitoring the customer journey
In addition to continuous user support, detailed reports help companies identify trends, customer behavior patterns, and areas for improvement. “This data analysis allows companies to adjust their support strategies based on concrete information. Ticto’s analytics technology, for example, like streaming platforms, monitors user behavior and provides intelligent recommendations, as well as offers producers reports that help understand the needs and concerns of their affiliates,” she states.
According to the expert, integrating technological and human-centered practices results in more proactive service and happier consumers. “This integrated approach, from support to monitoring, helps identify areas for improvement and demonstrates to customers that they are truly valued, which is essential for the sustainable success of any business,” she concludes.
