Clipping of news on Brazilian Culture, Law and Citizenship
07/11/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Consumers are increasingly online. The data show that sales of devices with internet access should reach 71 million handsets in the country in 2014, according to IDC Brazil. The ability to access multiple channels-Internet, social networks, chats, emails - makes the most discerning Australian customer in time to get your questions answered or receive back the companies that contact.
According to the Institute of British Loudhouse survey: 80% of consumers want an answer within 12 hours when requesting information by e-mail and 79% is expected to be attended by up to two hours when they approach in social networks. This multichannel trend of Brazilian trade causes companies to seek to integrate their online and offline relationship modules.
According to Albert Deweik, sales director at NeoAssist, a leading development tools to customer service, "perform this integration between channels is a current need for companies". Deweik states that companies are motivated to perceive the average 30% reduction in their costs, and the better use of resources.
For the executive, a company can choose to custom today as systems that manage social networks and e-mail platforms. To help companies choose the best solutions, NeoAssist has a team of consultants that identifies the main needs of the SAC. "The goal is to strengthen the relationship and offer full-time care in different modules," says Deweik.
There is also the smart call, which according Deweik generates automatic solicitation of semantic search based on consumer responses. Another highlight of the solutions is NeoAssit the Manual Registration. The solution enables you to generate a protocol, even if the consumer look for the company by phone or in person at the physical store. If the contact is received by mail, for example, is registered and available in the historical consumer, as with calls via chat, email and telephone. "Thus, it is possible to have a single view of the customer," points Deweik.
With a backdrop of more pluralistic and integrated care, the caregiver becomes a more professional required within companies. To Deweik the level of Brazilian collaborator within the contact center has accompanied this dynamic, where technology comes in attendance helping companies increasingly improve the level of care provided in SACs. "With tools that bring scripts for common problems and channel integration, the operator now has an easier service and the possibility of solving the problems of each client. However, I always like to stress that technology alone does not work miracles. Companies need to invest in training of its professionals, for evolution in the level of care is increasing. We know that many companies choose to outsource their customer service, and a part of the service providers end up hiring less qualified and with little training, which greatly affect the quality of customer relations people, "says Deweik.
Brazil is one of the countries that invest less in training of its employees, and this is a reality that needs to be changed. "The technology has evolved greatly, especially over the last five years, and this contributed to an improvement in service, but we still need more training of professionals for the SAC earn even more quality," he adds.
Currently the omni-channel and autoserviços are seen as solutions that deliver greater agility and assertiveness today within the customer service platforms. The NeoAssit was one of the pioneers in self-service solution and channel integration in Brazil. Offering self-service solutions since 2011, and channel integration since 2009.
To Deweik this experience provides today at the NeoAssit platforms deliver a current tool, where the contact agent view, on a single screen, through a timeline, all the channels through which the client has passed the SAC, which facilitates care. "Furthermore, we also integrated internal company data (eg CRM or ERP), making within the same environment, the operator has the possibility to consult any customer information," it said.
In regard to the Self-Service NeoAssit has two platforms with similar results. Both work based on Natural Language Processing, providing an average of 70% in response assertiveness.
If the future of customer service goes to the exclusivity of a digital and multi-screen relationship, this is shaping up as a strong trend, however, according Deweik, both classroom attendance as the phone exist. "For some of these channels the strongest sectors can not be excluded in any way. Rather, they should be integrated so that the customer is unique in view of the enterprise, regardless of the service opted for the contact channel, "he concludes.
Source: Modern Consumer
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This article was translated by an automatic translation system, and was therefore not reviewed by people.