After all, who can help me? Transfers between departments and delays in customer service affect the customer experience.

Anyone who has ever had to contact a company's customer service department knows all too well the challenges of customer service. In addition to numerous protocols and long waits, it's common for agents to transfer calls from one department to another several times until they understand your needs. In many cases, the customer even has to explain their request repeatedly until they are understood. But offering quality support is crucial to the user's final assessment of their shopping experience. Therefore, companies are adopting new methods—such as platform integration and eliminating service protocols, for example, by calling it conversations.

A survey conducted by NeoAssist, an omnichannel customer service company, found that by integrating multiple customer service channels, such as chat, email, social media, and phone, it's possible to reduce service times by up to 351 times per minute, increasing customer satisfaction by up to 251 times per minute. With this in mind, NeoAssist developed a technology that benefits consumers, eliminating the need for protocols and making life easier for customers.

"In practice, customers can start service through one channel and continue through another, without having to repeat their information or be redirected to other departments. This allows for a unified experience and demonstrates to the customer that your company is cohesive, has good internal communication, and the expertise to resolve all their needs," says William Dantas, director of data and artificial intelligence at NeoAssist.

With this approach, the company can not only increase customer satisfaction and improve its external image, but also optimize the time spent on each service. Furthermore, it provides a holistic view of the customer, not just a single case, but also the entire interaction with its brand. Depending on the company's size and the level of automation implemented, the reduction in the number of service calls can be 201 to 251 times. This is due to the ability of bots and (more recently) AI to resolve simple issues automatically and preemptively, without the need for human interaction, which – above all – promotes customer independence.

"The advantage of technology is its consumer-centricity. Through an omnichannel platform, we integrate different communication channels, automate processes, and eliminate bureaucracy. The public perceives that we are in control of the situation and reinforces their trust in the brand," he concludes.