Achieving excellence in customer service is the dream of any company that wishes to become a reference in Customer Experience (CX).
In an increasingly digital and competitive world, investing in smart solutions with cutting edge engineering, modern technology and new products focused on CX can be excellent strategies to improve the customer experience of the new era consumers.
To talk more about the subject, we invited to the second interview in the “Talking with Experts” series, the Engineering Director of DNK Infotelecom, Felipe Salgado.
During the occasion, Felipe shared his experience as an engineer of CX-focused solutions, in addition to tips and good practices for companies to succeed in customer service.
Check below the full interview with Felipe Salgado:
DNK: Good morning, Felipe. It is not new that many companies seek to offer quality customer service. That said, I would like to start this interview with your opinion about why a company should invest in this area.
Felipe Salgado: Increasingly, the customer service quality is noted by customers as a determinant factor for the choice of companies with which he will relate.
I usually say to my team and professional colleagues that serving well is not a differential, it is a matter of survival.
DNK: Which practices should a company implement – both in terms of staff and solutions – to optimize the customer service?
Felipe Salgado: The main good practice that I can highlight is the adequacy of the service offered to your customer. This means thinking about convenient communication channels, in addition to simple and pleasant communication and personalized service.
Efficiency and agility in handling customer-generated demands are also fundamental, nobody likes to wait to have their problems solved, or worse, losing time and not solving it.
However, all this can only be achieved through a good Customer Experience strategy and with modern solutions, built to offer the necessary customization for each usage scenario in order to offer the best customer experience.
DNK: Earlier, you said that, more and more, the service quality is noted by the customers and now you mentioned the words “offering the best experience for the customers”. For you, what does good customer service mean?
Felipe Salgado: Nowadays, I am used to saying that the concept of a good service is directly related with the customer experience (CX) throughout your relationship journey with the company.
Therefore, I believe that a positive experience is achieved over a period of the customer’s relationship with the company.
DNK: Talking about modern solutions – which are the advantages – for the company and the consumer – in adopting digital solutions focused on customer service optimization?
Felipe Salgado: Today, people use the digital means for everything, talking with friends, making purchases, searching a restaurant and even watching a movie.
Your phone offers a world of possibilities with only one touch on the screen. If your company doesn´t offer a quality service in the digital channels, it will not be present in the world where customers live today.
DNK: Very well put, Felipe. Getting into your engineering area a little, how the engineering and new products (virtual assistants, humanized robots, smart URA, etc.) can contribute for a better customer experience?
Felipe Salgado: Living my experience as an engineering director of DNK Infotelecom, I can say that the great challenge in the engineering area of a company like DNK is to always seek new ways to use technology, to innovate in features and to create products and solutions that are customizable to the reality of each company.
In DNK, each product is always projected and developed thinking about the benefit that will be generated for the customer and, at the same time, in the results that it will bring for the company.
DNK: In the search for being a CX reference, what is the importance of an engineering team designing solutions that adapt to the needs of each client?
Felipe Salgado: The customers’ needs change every day. As people have access to new technologies, they can see the ease it brings to their lives and expect companies to be always up to date to serve them in the same way.
For DNK, this generates the responsibility of always seeking for new ways to exceed customer expectations.
Nowadays, solutions based in Artificial Intelligence and voice recognition have proven to be increasingly important to surprise customers who are increasingly demanding.
DNK: To sum up, I would like to know your opinion about how DNK’s solutions can help companies to improve the customer experience during customer service?
Felipe Salgado: DNK offers a set of solutions that use the state of the art of applied technology so that companies can better serve their customers. The solutions of automated service are a good example of that.
DNK offers URAs and Chatbots that are empowered with artificial intelligence and, thus, are able to offer a positive experience for the customer who sees their needs met in a simple, intuitive, fast and efficient way.
