Making operations more efficient is every entrepreneur's goal, especially regarding customer service. Dealing with decentralized channels, besides being impractical for the business, causes a troubled experience for the consumer, compromising their relationship with the company.
Among the various companies that recognized this dilemma and provided a solution are Malwee and Usaflex. They won the Reclame Aqui Award in 2024 for their service that integrates online and offline channels, using several of the omnichannel solutions developed byNeoAssist, a reference platform in the segment.
“Implementing an omnichannel service platform brought a much broader business vision to our operation, with 360º solutions that allowed us to meet the volume of calls quickly. This provided our end consumer with quick and effective feedback, ensuring an individualized experience,” comments Aline Rohsler Reinhard, CX Manager at Malwee.
According to Aline Rohsler Reinhard, customer success manager at Usaflex, consumers are more demanding and expect to interact in a simple and quick way, whether through chat, email, phone, or WhatsApp. It also became clear to her the result of using the omnichannel platform. "We noticed a reduction in operational costs when using the tool, as it has brought, and continues to bring, various solutions to the team, increasing customer satisfaction with positive retention rates and a more significant financial return," he comments.
An omnichannel platform brings speed to the operation to resolve problems and real-time support, important criteria for consumers to engage with a company — 87% and 80%, respectively, according to data from ServiceNow.
By integrating all communication channels into a single platform, businesses gain a competitive advantage by having a complete view of the customer journey. This includes having access to the customer's history, starting conversations across different channels without losing context, integrating with CRM and marketing systems, and having strategic insights about customer satisfaction, among other factors.
“From a business perspective, the solution also reduces operating costs and increases sales, because by offering a personalized and noise-free experience, customers identify value in the brand and in the purchasing journey, building loyalty to their preferences. All of this helps companies grow and solidify their business plans,” says Leidiane Jardim, Customer Director atNeoAssist, which also has AI to help CX teams reduce resolution time by up to 47%.
Thus, the more omnichannel the operation, the more efficient it will be for companies and customers. From a business perspective, the solution offers cost reduction and agility; for the customer, it enables personalization and individualized conversation that excites those being served.
