With Black Friday and the arrival of Christmas just around the corner, company customer service will begin to experience an increase in demand for their services, whether it is to advise or help in the acquisition and return of products. Selling more on the Internet is key for SMEs, and these dates are especially good for improving sales of the year.

And it is that, since 2012, Black Friday has become one of the favorite dates of Spanish consumers to advance their Christmas purchases. In fact, 70% will take advantage of this day to do them, and 62% will choose to use the online route, according to a recent study by Milanuncios.

For this reason, it is convenient to strengthen customer service departments so that companies are prepared for this high sales season, especially in the online channel.

In this way, Enreach , the leading European provider of convergent communications solutions for companies, has analyzed which are the strategies that allow streamlining processes and ensuring that customers are satisfied when speaking with the customer service department.

“Black Friday has become a key date for companies to assess whether their customer service departments are really prepared to face these days with so many flows of purchases and returns. A prior investment in the appropriate technologies for a current contact center is necessary because if they are not taken into account, customers may become dissatisfied and, as a consequence, revenue will also be lost”, concludes María José Jerez, CMO of Enreach Spain.

Table of Contents [ Show ]

Chatbots and contact center agents

It is about creating conversation between brands and consumers through online chats. In general, Artificial Intelligence (AI) is usually included as the so-called chatbots to solve minor incidents in record time. Thus, the client will feel supported from the beginning of the process.

Likewise, companies often combine these technologies with the experience of a contact center agent to provide personalized service and an experience that provides high added value.

Improve operational efficiency using metrics

Designing high-quality customer experiences is high on the contact center priority list. Currently, we are faced with a consumer who demands instant services and to feel confident when communicating with the company. It is for this reason that the operational efficiency of a contact center, which is about including a business methodology based on productivity and optimization of resources, must be at maximum performance, otherwise, there could be a risk of disappointing the customer.

According to a PwC survey, 77% of CEOs aim to drive operational efficiencies and this means improved business impact and an optimal customer experience.

Therefore, it is recommended that customer service departments have, for example, a strategic quality control framework to help evaluate the performance and capacity of agents, which also focuses on the Net Promoter Score (NPS) , which is based on asking the customer a question that always maintains the same essence to help study the comparison with the competition or improve the Average Orientation Time (TMO). For this, metrics that analyze the customer experience are needed; from quality, productivity or customer satisfaction.

Predictive dialer to reach the most suitable agent

The predictive dialer is responsible for making thousands of automatic calls so that those answered are directed to the most appropriate contact center agent to solve the incident presented.

This technology helps accelerate sales because its core functions such as check-in, return rules or call recording, as well as other automated processes, save agents time, allowing them to focus on closing assigned tasks sooner and helps increase your productivity by 150%.

Likewise, they also help to increase customer satisfaction because they encourage contact with them to offer them the products and services that may really interest them.

Invest in a CRM tool

It is a system that helps to centralize systems, databases and information flows. For customers to be satisfied, companies have to collect all the information they have received in order to establish a precise and personalized contact when communicating.

On the other hand, it also helps to consolidate greater productivity because some tasks such as the motorization and analysis of customer data can be done more quickly and on a larger scale. In conclusion, investing in a CRM tool facilitates customer management, helps to sell more faster, and streamlines the processes of customer service departments.