Technology and empathy are key pieces to improving customer support in the digital age

For online sales platforms, excellence in customer support has become a competitive differentiator.With the growing demand for fast responses, innovative tools and digital strategies transform customer service management, allowing a more dynamic and efficient experience.

AI chatbots, for example, provide immediate 24-hour support, solving common problems instantly.In addition, user behavior analysis allows for personalization of service, offering tailored solutions. 

These features improve customer satisfaction and optimize operational efficiency for businesses, reducing response time and costs associated with customer support. 

Customized technologies 

According to Renatto Moreira, CMO of Tictus, one of the leading online sales platforms for digital businesses in Brazil, the balance between human service and technology is critical to meeting consumer expectations and ensuring their satisfaction.“Well, well-trained, empathetic and able to understand customer needs are essential to create a satisfying experience. The human touch, combined with technological efficiency, results in a more complete and effective support”.

In addition, it is important to offer multiple contact channels, such as live chat, social networks, email and phone to meet the varied preferences of customers.“An integrated support system, which consolidates all interactions in one place, helps companies better manage customer service and provide a more pleasant” experience.

It is worth remembering that Ticto received the RA1000 certificate from Reclame Aqui in 2024, a seal that attests to excellence in customer service and the high level of consumer satisfaction.

Monitoring customer journey

In addition to continuous support for users, detailed reports help companies identify trends, customer behavior patterns and points of improvement.“This data analysis allows companies to adjust their support strategies based on concrete information.Ticto's analytics technology, for example, as well as streaming platforms, monitors user behavior and makes intelligent recommendations, as well as offering producers reports that help understand the needs and pains of their” affiliates, he says.

For the expert, the integration of technological and humanized practices results in a more proactive service and more satisfied 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”, he concludes.