Making operations more efficient is the goal of every entrepreneur, even more regarding customer service. Dealing with decentralized channels, besides not being practical for the business, causes a troubled experience for the consumer, compromising your 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 of the omnichannel solutions developed by theNeoAssist, reference platform in the segment
Implementing an omnichannel service platform brought a much greater business perspective to our operation, with 360º solutions that allowed us to handle the volume of service requests with agility. This provided our end consumer with quick and effective returns, ensuring a personalized experience, comment 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 agile way, be it by chat, email, phone or WhatsApp. It also became clear, for her, the result of using the omnichannel platform. We noticed a reduction in operational costs when using the tool, because she brought, and continues bringing, various solutions for the team, increasing customer satisfaction with positive retention rates and a more significant financial return, comment
An omnichannel platform brings speed to operations for problem-solving and real-time support, important criteria for consumers to engage with a company — 87% and 80%, respectively, according to data from ServiceNow
Integrating all communication channels into a single platform, businesses gain a competitive advantage by having a view of the complete customer service journey. This includes having the customer's history accessible, start conversations in different channels without losing context, for integration with CRM and marketing systems and to have strategic insights on customer satisfaction, among other factors.
From a business perspective, the solution also reduces operational costs and increases sales, because, by offering a personalized and noise-free experience, customers identify value in the brand and in the buying journey, loyalizing your preferences. All of this helps companies to grow and solidify their business plans, comment Leidiane Jardim, Client Director ofNeoAssist, which also has an AI to help CX teams reduce resolution time by up to 47%
Thus, the more omnichannel the operation, more efficient it will be for companies and for customers. From a business perspective, the solution brings cost reduction and agility; of the client, it enables a personalized and individualized conversation that delights those being served
