Vous vous efforcez d’obtenir des interactions personnalisées avec les clients. Comment maintenez-vous des temps de réponse rapides ?

Es importante dar un servicio personalizado, y ser resolutiva en tiempo y forma. De esta forma fideliza al cliente, y muchas veces, este cliente te recomienda a otros y te abre puertas para otros negocios. Verdaderamente ser ágil en dar respuesta te brinda oportunidades.

CRM is quite relevant but I still advocate for customer interaction as the customer feels their needs are being attended to.Emotions can be noted and you can assure the client on problem solving

I believe we want to ensure we balance speed with personalized customer service. 🙌🏽 We can maintain quick response times with: 1. CRM Systems: These allow us to access customer data quickly and personalize responses efficiently. 2. Templates with Personalization: We use pre-prepared templates that can be easily customized, ensuring speed without losing the personal touch. 3. Prioritization: We prioritize inquiries to handle urgent matters swiftly while addressing all requests promptly.

Le CRM un outil essentiel pour offrir un service personnalisé et améliorer la satisfaction client. Il permet de centraliser toutes les interactions avec les clients, ce qui donne une vision complète de leur parcours et de leurs besoins. Grâce à cette large vue, les entreprises peuvent anticiper les attentes, personnaliser les communications et résoudre les problèmes rapidement, ce qui renforce la fidélité.

Automation and templates used is highly effective to save time and address quick support o inquiry.However the customer might feel detached incase he needs more of interaction and one to oblne conversation that's why it should be used very wisely and to be monitored

El uso de la automatización inteligente en la atención al cliente es clave para gestionar un alto volumen de interacciones sin perder la personalización. Herramientas automatizadas permiten generar respuestas completas con solo una letra o palabra clave, lo que ahorra tiempo y mejora la eficiencia. Esto permite que los agentes se concentren en aquellos clientes que requieren mayor atención, ya sea para resolver conflictos o proporcionar explicaciones más detalladas. Sin embargo, considero que el trato personalizado fortalece la relación con el cliente. Por ello, es fundamental saber cuándo utilizar la automatización y cuándo no, para asegurar una experiencia positiva.

Integrating modern tools like Microsoft D365 along with automation can significantly enhance both response time and efficiency, streamlining customer interactions and business processes. Automation allows for real-time data processing, reducing manual effort and enabling teams to focus on higher-level tasks.

When contacting Support, who would actually hope for facing an automation? Automations can increase the CX because they are as wise as a person but a way much quicker, as long as they are set where one does not expect human interaction. Automations should be present before one feels that a human help is needed. And at that point, it doesn’t matter if they feel impersonal or robotic because nothing else was expected. Studies are continuously stating, that a bot is prefered if it’s quick and is working, BUT person would otherwise preferred. But I see that we are still learning to understand that a bot and an automation should not be where human interaction is expected, but where help is needed. And a human is not always needed for helping.

Using AI integrated automation will help to provide precise answers to customers. Training AI to access available resources, such as website content, support center articles, help videos and community posts will get accurate answers to customers. This helps reducing human agents time and effort on these questions. Therefore, making sure the resources are available for AI to access and train, identify common questions received by support channels to create relevant articles/videos/posts will take automation to the next level.

Keeping the team well trained can promote quick response time. We are equipped to address scenarios accordingly. Also, we can collaborate on best practices, resolution on road blocks and share collective ideas to achieve and deliver the best customer experience. Cascade the information and set up a meeting if needed so that everyone can be in one page.

Um bom atendimento requer treinamento prévio. Os erros são inerentes, todavia, quando treinados de forma rápida, tornam-se menos impactantes. Logo, ter um time que esteja preparado para lidar com a alta demanda sem perder o liame se qualidade, garantirá um bom resultado e follow-up com excelência

La capacitación en atención al cliente es esencial para garantizar que los empleados estén preparados para ofrecer un servicio de calidad. A través de la formación, los empleados adquieren las habilidades necesarias para comprender las necesidades de los clientes, comunicarse de manera efectiva y resolver problemas de manera eficiente. Esto no solo beneficia a los clientes, sino también a la empresa en su conjunto, ya que contribuye a una mayor satisfacción del cliente, a una mayor lealtad hacia la empresa y a una mayor eficiencia operativa.

📚 Why Training is the Key to Amazing Customer Service! 🚀 Want your team to deliver fast and personalized service? It all starts with great training! 💡 When your team knows your products, how to talk to customers, and how to use tools like CRM, they can help customers quickly and in a way that feels personal. The more they know, the better they can solve problems and make customers feel special! 🌟 Keep the training going, and your team will always be ready to impress! 💪 #CustomerService #TrainingMatters #TeamSuccess #PersonalizedService #CustomerExperience

Conocer a la empresa, su giro de negocio y estar actualizado en cuanto a las TICS implementadas es escencial para obtener los mejores resultados de rendimiento en las empresas.

Certainly this can help assess and know where the team stands through data analytics and generative AI reporting and monitoring should accomplish ways on how to improve response time as needed. Touch based on overall NPS to consider as a factor on how well and satisfied the team is delivering that outstanding level of service.

Todo processo é fundamental. Muito mais ainda, quando quantificado. O melhor meio de descobrir a evolução ou involução é com metrificação. E com base na análise de dados, será possível também agir de forma mais célere e eficaz

Al revisar las métricas de rendimiento en los procesos de atención al cliente es fundamental para garantizar la efectividad y la calidad del servicio que ofrecemos. Nos permite identificar áreas de mejora, medir la satisfacción del cliente y tomar decisiones informadas que nos ayuden a optimizar nuestros procesos y brindar una experiencia excepcional a nuestros clientes.

Las métricas son una gran herramienta para la toma de decisiones. Adicional que ayuda a cambiar la estrategia si se ven resultados negativos. Revisarlas de manera periódica es un buen hábito empresarial.

Vivemos num mundo competitivo e cada vez mais exigente no que diz respeito ao atendimento e retorno. A análise das métricas nos dá a noção de o quanto precisamos nos qualificar.

Empowering agents really makes a difference and will motivate your agents, decrease your handling times and, most importantly, increase customer satisfaction. However this works only with proper onboarding, easy accessible guidelines and recurring training- and feedback sessions. I advise any service delivery manager to budget time for this.

To reduce interaction time, empowering agent is very important. They will feel the freedom without any stress due to the same. Every interaction with customer is not so pleasant that will end with happy ending. Some are very irritating as they can ask you irrelevant info or start abusing you while interacting and this time only it come into picture and plays a very crucial role to reduce the interaction time.

Exactly! Empowering customer service agents creates a more dynamic and responsive environment. When agents have the tools and authority to make decisions, they can address customer needs more effectively and efficiently. This enhances the customer experience and boosts agent morale, as they feel trusted and valued in their roles. Personalized interactions help build stronger customer relationships, increasing loyalty and satisfaction. Moreover, engaged agents are more likely to go the extra mile, which further enriches the overall service experience. By fostering a culture of empowerment, businesses can create a more human-centric approach to customer service, resulting in positive customer and employee outcomes.

Agents need to have the tools and opportunity to help resolve the issue. There should always be guidelines and limits to what can be done but they should always feel empowered to revolve the situation. Sometimes the only option is to escalate but even that is a potential resolution to the customer if positioned well.

La opción de toma de decisiones a los agentes de atención al cliente puede contribuir a una mejora significativa en la experiencia del consumidor y en la motivación de los empleados. Sin embargo, es fundamental asegurar que esta autonomía vaya acompañada de una preparación adecuada.

Customer feedback is extremely valuable. Understanding the root cause behind the customer feedback and using that to improve is critical. Improvement from feedback can also take multiple forms, coaching opportunities for the agent, understanding of pain points for the customer and ultimately process and procedure changes to help ensure the issue doesn’t come up again.

A mí me ha resultado escuchar lo que valoran los clientes, que no necesariamente es lo que pensamos les interesa. Si realizamos encuestas con los clientes, podríamos sorprendernos de lo que realmente valoran y prefieren al momento de una atención al cliente. La finalidad de dicha atención siempre debe ser darle una excelente experiencia de clientes.

Leverage Customer Feedback.To maximize opportunity cost, Respond quickly to customers without bureaucratic delays.Increase customer retention by employing the best strategies that reduce response costs while aligning with calculated risks that promote healthy growth and sustainability for the business. Identify optimal customer intelligence to meet customer expectations and enhance satisfaction.Maintain a positive attitude and passion for work, integrating these qualities with high-quality customer delivery.Utilize limited resources effectively, minimizing costs associated with human capital, financial capital, and time. Petros Degaga Investment &Financing Analyst I welcome comments and expert feedback. Thank you.

Es muy importante escuchar al cliente, ya que ellos aveces nos dan las claves de en que estamos fallando, aveces escucharlos y preguntarles si les gusto, o como hubiera sido mejor para que la experiencia sea mas agradable o de mayor satisfacción, te abre una puerta para crear herramientas y rapidez ante la resoluciòn de lo qus surga.