Companies need to incorporate elements to differentiate the Digital Customer Experience and optimize business results in these interactions. Customers demand elements to interact quickly and easily with business without leaving the online experience.
The main objective of the companies that implement these solutions in their service channels is to optimize the care process, service or sales, creating a simpler, more efficient company to the Customer Experience and maximizing business objectives.
EMail, Chat and Collaboration solutions allow companies to offer their customers a comprehensive digital experience that directly impacts the business objectives of the company, as increasing sales, reducing operating costs or improving the customer experience.
Some studies show that the Chat is one of the most effective channels for sales, resolution and customer loyalty in the online environment. It offers the ability to contact customers proactively or reactively, just when they need it, it helps avoiding them to leave the shopping process or attention. Chat solution provides real-time assistance to visitors to the website of the company. Agents can exchange messages with the customer, files, pages or articles of the knowledge base to meet customer needs.
Collaboration tools allow you to extend the process beyond online service, offering the ability to interact together and in a controlled way on the customer’s team. This capability allows agents to assist customers in a complete and comfortable way in the purchase or service process, completely solving customer's needs and avoiding contacts in other more expensive channels which imply more effort for the company and the customer.
Email is one of the customers’ preference channels, yet most companies are not properly exploiting it because of the difficulty to handle large volumes efficiently and easily. EMail Management solutions enable advanced functionality to establish business rules for managing emails, offering the customers faster and personalized answers.