The strength of customer service and the participation of the 360 search

The strength of customer service and the participation of the 360 search

The strength of customer service and the participation of the 360 search 1639 769 Admin_creangel

Let’s think as a consumer, behind any virtual or face-to-face channel, what we are looking for is a fast, efficient and consistent solution to our requests. As a consumer, we feel identified with the situation, as we all have carried out PQRS on a product and we have been part of a customer service management process.

And if we don’t think as consumers, but rather we think about the experience that the consumer or user is having on a daily basis, we will realize that it is an issue that stems from frustration and the expectation of experience.

Customers choose mainly assisted options and automatic channels, which they constantly search in various internal and external databases, or information sources and systems, plus its support tools, however, this information is not always available. Contacts with chatbots become more common, which speeds up the waiting time a bit, but the answers are mostly limited and we will end up connecting the user, already more frustrated, with service agents, who will again have to consult the information in different sources to solve the requirement. In addition to this personalized service, it is normal that searching for information, analyzing, and, going through multiple sources of information is a time lost, before being close to giving the user a solution. This is also where our service agents can lose their bearings and make mistakes that lead us to lower our ratings and service perceptions or worse, lose our users.

That initial contact with the automation or our specialized service agents is a daily test that companies have. With a bad experience, there is a great possibility that the consumer will lose interest, if the requirement is attended to inefficiently or if the request is not resolved in the first instance.

Being able to have a view of all information, from all sources, and in all formats is a doable illusion with enterprise search.

The customer service force could use enterprise search like using the internet search engine, it’s that easy and fast. And it would not enter to authenticate or search tool by tool or portal by  portal, but rather, it could condense all the information in a simple search and, without exposing the quality of the information, regardless of the source or if the data is structured and unstructured or its format. All these, will help to meet the service expectations of our users and the promise delivered by the brand.

Business search not only searches, but also finds, extracts, filters, and, categorizes all the data that may rest in any information system, in addition to generating a single view. The AI ​​can show the relevant results depending on the query to be even more assertive and this is specifically where we refer to the concept of 360 ​​views of our clients.

The 360 ​​view is a detailed view of the users that brings information from channels and, information systems, not only current but also collects the historical traceability of behavioral information, thus achieving a much more accurate understanding of each of the users, enhancing the experience with consistent data. The 360 ​​view is more than just a way to see information clearly and readily available in a single view of customers. It is a strategy that goes to the veins of the organization, where actions and decisions are made based on real, consistent and concrete data, where not only customers enter, but also prospects, suppliers and, collaborators.

One of the deepest and most exposed areas of the organization is the customer service force and possibly one of the most structured in terms of measurement, qualification, and analysis. It is not random that the most advanced indicators are linked to the customer service force and it is also not random that it is one of the areas with the highest compliance visibility within the organization.

The customer service force has indicators such as FRT customer waiting time for the first service, AHT average time of interaction with the user, and AR service abandonment rate. And not only operational, we have the CSAT that measures customer satisfaction, CRR that provides us with retention information, and NPS service rating. The 360 ​​views of the consumers, can impact all these indicators based 100% on the information that we can find in the user, the analysis, and the action, giving the customer service force a condensed view in real time that will help meet user expectations, positively increase management indicators and reduce work team frustration.

With this tool capable of also increasing the emotional salary, the customer service forces do a better job, improve the service attitude and face fewer annoying and unwieldy consumers. Moreover, lowering the rate of desertion and rotation, which is a KPI that directly affects the objectives of the organization due to the investment in recruitment and training.

In conclusion, if at this time the ratings given by users regarding your user service are not expected, the delay in responding to prospects from your digital sales department is causing to lose customers, or operational errors are costing not only the loss of prospects but also penalties and fines, it is time to hand over weapons to the customer service force to carry out work flawlessly and giving users the experience they had always expected with IFINDIT.