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Today, customers expect a smooth and seamless experience across all available channels. Omnichannel has become a necessity for companies that want to create valuable experiences for their customers.
However, omnichannel only makes sense if combined with instantaneity. Customers are looking for asynchronous communication that provides them with quick and efficient responses. It's no longer just about being present on multiple channels, but about being able to provide an immediate and personalized experience on each one of them.
Simplicity for more effective CX
Simplicity is always sought when we talk about potential improvements to our contact center, but are we sure that our strategies don't impact the quality of our CX? In the past, it was believed that dividing an agent's attention across multiple chats was desirable, as it was considered to be more efficient and productive. Today we know that it is much more effective to dedicate total attention to customers and well-thought-out self-management tools.
Let's imagine a brand that focuses on being single-channel “voiceless”, prioritizing personalized and dedicated attention through non-vocal channels, such as chat. This strategy may seem counterintuitive, as customer service has traditionally been associated with verbal interaction. However, in this context, agents will be able to dedicate themselves completely to serving a single customer through chat and the quality of care will increase significantly. Customers feel valued and listened to, which translates into greater satisfaction and loyalty to the brand.
It should be noted that good practices in the context of the contact center are more a series of recommendations than regulations that we must follow uncritically. The most important thing is to know the objectives of our company, and based on these, make intelligent and strategic use of all tools that technology makes available to us.
Automation and self-management
Before, it was thought that an agent with 8 chats was a panacea, but today we know that it is better to dedicate total attention to customers and well-thought-out self-management tools. That's why inConcert manufactures solutions that provide the tools needed to provide a smooth experience and solve problems efficiently.
The automations that can be developed from Marketing Automation & CRM they speed up the steps that customers can carry out on their own, impacting response times. The voice and text chatbots it offers Conversational Bots are designed to understand natural language and provide accurate and relevant answers.
This way, customers can resolve their queries or problems without having to wait for assistance from a human agent. The combination of truly customer-oriented service and relevant self-management tools simplifies interaction and improves service quality.
Learn to generate an automated marketing strategy in the best way.
AI for better engagement
AI has the potential to completely revolutionize the way companies interact with their customers. It can have operational uses that are not solely focused on advancing an opportunity within the funnel, but on improving customer service and experience.
For example, InConcert Speech Analytics analyzes conversations between agents and customers to identify patterns, detect emotions and evaluate the quality of the interaction. This provides companies with valuable information to better understand the needs and desires of their customers, and thus continuously improve their service.
In our chatbot we also incorporate tools for training and active learning, which allows, with each interaction with your customers, the chatbot to be increasingly precise in understanding intentions and more natural in the conversation.
The evolution that we can observe today in AI makes us think that these tools will be essential to improve the immediate response capacity of companies. With chatbots that adapt better and better due to the nature of asynchronous communications and Speech Analytics tools aimed at facilitating the work of agents in real time, communications between companies and users will be increasingly fluid, closer and more accurate.
We share you Keys to successfully implementing an omnichannel chatbot and enhance the customer service strategy.
The simplification of processes and total attention are increasingly valued aspects. With inConcert, companies can provide exceptional experiences to both customers and agents, making a real impact on their business objectives. Our focus on omnichannel, promptness and artificial intelligence allows us to offer differentiated and efficient solutions that meet customer expectations in today's world.
See InConcert in action! Request a demo and learn how our omnichannel solutions can help your company.
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