Anyone who has had to contact the customer service of some companies knows well the difficulties of customer support. In addition to the numerous protocols and long waits, it is common for attendants to transfer the call from one department to another several times until they identify your request. In many cases, the client even needs to explain their request multiple times until they are understood. But providing quality support is crucial for the user's final assessment of their shopping experience. Therefore, companies are adopting new methods — such as platform integration and the end of service protocols, for example, now referring to them as conversations.
A survey conducted by NeoAssist, an omnichannel customer service company, identified that by integrating various support channels such as chat, email, social media, and phone, it is possible to reduce response time by up to 35%, increasing user satisfaction by up to 25%. With this in mind, NeoAssist developed a technology for the benefit of the consumer, eliminating the need for protocols and making the customer's life easier.
“In practice, customers can start the service through one channel and continue on another, without having to repeat their information or be redirected to other sectors. This allows for a unified experience and shows customers that your company is cohesive, has good internal communication and the ability to resolve all demands in question,” says William Dantas, director of data and artificial intelligence at NeoAssist.
With this approach, the company is able not only to increase customer satisfaction and improve its external image but also to optimize the time each service takes. Furthermore, it has the customer's overall perspective, not looking at an individual protocol but rather the entire interaction with your brand. Depending on the size of the company and the level of automation implemented, the reduction in the number of atendimentos can be between 20% and 25%. This is due to the ability of bots and (more recently) AI to automatically and proactively resolve simple issues without the need for human interaction, which – above all – promotes customer independence.
“The advantage of technology is that it focuses on the consumer. Through an omnichannel platform, we integrate different communication channels, automate processes and eliminate bureaucracy. The public realizes that we are in control of the situation and reinforces their trust in the brand,” he concludes.
