Automations are done through technical integrations with the information or management systems you use.For example, if a customer's card is blocked and they need to change their PIN, they need to change their PIN. Taking them on tour through different channels only makes the situation worse. They need a practical answer right away.
If you're interested in a case study, read how Banco Comafi implemented automations to improve their answer quality.Integrations will also let your customers check a line of credit or a credit card balance, find out their order status, schedule an appointment, etc.
Technology from the cloud
If your agents are going to be working from home, your team will need a software solution that can be easily used and managed from anywhere.Like so much in life, learning from customers and improving the service experience is a process. Some implemented actions will work, and others you’ll have to adjust little by little.
Analyze performance reports, evaluate survey ratings again and see if there were changes in the experience after implementing the modifications. Based on that information, continue perfecting the experience.
Long story short, what's important is constantly working to discover new and better ways to give customers the service they're looking for.
End-to-end solutions from the cloud provide this kind of technology, allowing agents to assist customers via live chat, see their chat history, and even connect to different channels such as WhatsApp and Facebook from their own house.
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