There's no denying that innovations and new technology tools optimize the day-to-day operations of customer service , whether focused on making sales or resolving problems. But, at the same time, having a person on hand to take over the service when needed demonstrates empathy for the customer on the other end of the phone, cell phone, or computer screen.
Therefore, each of these interaction modes has important
points to highlight so that technology can complement personalized service. See below the advantages of customer service automation and humanization:
Automated service: Uses omnichannel tools to manage the entire customer journey; facilitated service via WhatsApp; Interactive Voice Response (IVR) with artificial intelligence to direct calls; Gpt Chat to assist in creating service scripts;
Humanized service: Active malawi telemarketing database listening to understand customer pain points; can improve the experience of customers who have experienced a problem during their purchasing journey; creates closeness and identification between the customer and the brand; and increases loyalty through more empathetic service.
Infracommerce Case: SAC SKY
The combination of automation and empathy was key to the success of SKY's telesales service, operated by the Infracommerce team . The solutions provided by this partnership range from optimizing the telesales channel to introducing technology tools that maintain a human connection with the end customer.
This case resulted in several achievements for both Infracommerce and SKY. Check out some of them below:
Modern Consumer Award for Excellence in Customer Service, won for three consecutive years;
65% increase in customer retention, brought about by process automation;
14% growth in conversion rate, due to the combination of technology and humanization.