Making operations more efficient is every entrepreneur’s goal, especially when it comes to customer service. Dealing with decentralized channels, besides being impractical for the business, creates a chaotic experience for the consumer, compromising their relationship with the company.
Among the various companies that recognized this dilemma and brought a solution to it are Malwee and Usaflex. They won the Reclame Aqui Award in 2024 for their service that integrates online and offline channels, using several omnichannel solutions developed by NeoAssist, a leading platform in the segment.
“Implementing an omnichannel customer service platform provided a much broader business perspective for our operations, with 360º solutions that allowed us to handle service volumes with agility. This gave our end consumers quick and effective responses, ensuring a personalized experience,” comments Aline Rohsler Reinhard, CX Manager at Malwee.
According to Aline Rohsler Reinhard, Customer Success Manager at Usaflex, consumers have become more demanding and expect to interact in a simple and agile manner, whether via chat, email, phone, or WhatsApp. She also noted the tangible results of using the omnichannel platform. ‘We noticed a reduction in operational costs when using the tool, as it brought—and continues to bring—several solutions to the team, increasing customer satisfaction with positive retention rates and more significant financial returns,’ she commented.
An omnichannel platform brings operational speed for problem-solving and real-time support—important criteria for consumers to engage with a company (87% and 80%, respectively, according to ServiceNow data).
By integrating all communication channels into a single platform, businesses gain a competitive advantage by having a complete view of the customer service journey. This includes access to customer history, initiating conversations across different channels without losing context, integration with CRM and marketing systems, and leveraging strategic insights into customer satisfaction, among other factors.
“From a business perspective, the solution also reduces operational costs and increases sales, as by offering a personalized and seamless experience, customers recognize value in the brand and the purchasing journey, solidifying their preferences. All of this helps companies grow and solidify their business plans,” comments Leidiane Jardim, Customer Director at NeoAssist, which also features AI to help CX teams reduce resolution time by up to 47%.
Thus, the more omnichannel the operation, the more efficient it becomes for companies and customers alike. From a business standpoint, the solution brings cost reduction and agility; from the customer’s perspective, it enables personalization and individualized interactions that delight those being served.
