Offering a good experience is determinant for the service success and business continuity. After all, if the customer doesn’t feel welcomed and heard by the company, he would definitely not go look for it again. Because of that, investing in customer services tools capable of optimizing this experience is extremely important.
Thanks to technology, the support has become increasingly more complex and has gained many possibilities. It became possible, for example, to easily serve customers from all over the world, continue the service in many channels, in addition to a better control of the quality and satisfaction of these individuals.
However, with all these possibilities, which are the best or more complete customer service tools for companies to invest?
Quality service: why investing?
Customers loyalty
With the digital transformation and the changes in consumers’ behavior, the service has gained even more relevance in the commercial relationships. Besides that, with the decentralization provided by the internet, the relationships itself were restructured.
In this sense, Antimo Gentile, CEO of DNK Infotelecom, explains that investing in actions that generate value for consumers is fundamental.
According to Gentile, one of the factors that points to the importance of an efficient service is customer loyalty.
“A good strategy to conquer the consumer is investing in good content and differentiated support. After all, you need to guarantee that the customer always chooses your company and not the concurrent”, he explains.
Impressing the public through memorable experiences
DNK’s CEO also reinforces the need of impressing the public at all interactions.
“Providing positive experiences in all steps of the customer journey is fundamental so that he knows that a partnership with your company is beneficial. This makes even more sense when we remember that the support is crucial to boost the consumer’s purchase decision. Something that I always reinforce for my team is that a good support establishes the relationship bounds for this partnership to be established. If your business is engage to offer an efficient support that meets the customer’s demands, the customer-company relationship can be more than simply commercial. It can be consultative”.
Gentile explains that for adapting yourself to the modern consumer expectations, it is necessary to always be consultative. This means looking for transparency to solve the consumers problems with the most efficiency as possible.
“It is about a strategy centered in the consumer’s pains and in providing excellent solutions that bring the best experiences as possible. If the consumer trusts in a determined brand, because she also positions herself as a consultant, he doesn’t waste time looking for similar ones, as well as he doesn’t have big surprises. We need to remember that people like to stick with what is familiar to them”, he affirms.
Competitive advantage
Another reason to invest in a quality service is that this is synonymous with competitive advantage.
“Not all companies focus on a consultative point of view. Because of that, if your brand works with this bias, with the support of customer service tools, she is ahead of the concurrency”.
Bigger understanding of the customer
“A quality service provides the knowledge base that companies need to really understand who their customer is: what he suffers, what he needs and how he lives his days. From the contacts with the public, the customer service tools can register relevant information to draw a profile of each one”, explains Gentile.
According to DNK’s CEO, such profiles can be the base for future interactions. Thus, marketing and commercial team’s approaches become segmented and personalized to the needs of the audience.
“Actions made with this purpose become more efficient, with less waste of resources, and bring greater returns”.
Why should all CEOs invest in customer service tools?
According to Gentile, customer support is an assistance offered in all steps of the customer journey.
“Doesn’t matter how qualified a lead is, the service can be necessary at some point”.
That said, the expert claims to be necessary to understand how the customer service tools can help in the optimization of this field:
Data integration
To Gentile, one of the advantages of investing in customer service tools is data integration.
“Customer service tools are excellent allies. As they are smart, it is possible to cross databases in order to obtain relevant data for the service whenever necessary. Besides that, all information could be stored in a single place, guaranteeing accessibility and greater security”, he affirms.
Besides that, the expert highlights the importance of integration for omnichannel communication.
“We need to remember that data integration is the basis of omnichannel communication. It is worthless investing in omnichannel solutions to optimize the service, if they don’t talk to each other”.
Service quality
Another advantage of the customer service tools is the possibility of controlling the service quality.
According to Gentile, this is even more resonant in a data-driven world, where there is the necessity of gaining better results from the analysis.
“Customer service tools allow us to monitor the main indicators, like real-time monitoring, as well as performing a visual management of these numbers to favor decision making. Thus, it is possible to identify failures and constantly improve the results”.
Agility
Agility is another benefit offered by the customer service tools.
“With the help of smart technologies, teams are able to solve problems in less time. In addition, data access became faster, that is, better communication between the team members and all the support for the standardization of processes”.
Diversity of options
Nowadays, companies that offer more support channels stand out and can better relate with their customers. Besides that, they can answer calls and solve problems in less time.
“The customer service tools help to monitor these means and even monitor each service. Therefore, it is possible to adapt itself to the market’s demands and become omnichannel, for example. In addition, the company will not only be in several channels, but will be able to effectively unify them”.
Process automation
In Gentile’s opinion, one of the most relevant points in service optimization is process automation.
“The use of modern customer service tools allows us to automate the main processes, in order to eliminate failures and bottlenecks, in addition to segmenting the communication. With the support of these technologies, the internal team will achieve greater flexibility, with fewer manual obligations to resolve”, he explains.
Standardization of processes
To develop a standard in communication processes, Gentile explains that the support of technological innovations is also crucial.
“The customer service tools are smart technological solutions. These systems offer many insights that should be used to make constructive changes in the service. From the obtained data, it is possible to structure standards for the processes. Besides that, it is also possible to establish an efficient way to offer this assistance to those who contact”.
Identification of sales opportunities
If the focus is knowing which contacts are ready to buy, Gentile claims to be fundamental that team’s use good customer service tools.
“These tools will help to identify which are the best sales opportunities and the details regarding the needs of those consumers. Therefore, the contacts can be passed on to the commercial team in order to establish a more direct approach”.
Top 6 customer service tools
1.Chatbots
One of the best customer service tools, according to experts, are the chatbots. They consist of Artificial Intelligence applications allocated to serve customers directly.
“Researches claimed that one in four customers use chatbots for service. Of them, 69% claimed that the customer service experience was excellent or really good. Because of that, it’s worth it for CEOs to invest in this powerful tool,” says
“These robots interact with customers and learn about their communication patterns to offer the best service. In this sense, I make a point of reinforcing the importance of training your chatbot constantly, so he can learn how to better deal with the public, providing a humanized and personalized service”.
When asked about the chatbots advantages, Gentile says that they offer 24/7 availability and precision, characteristics that are more difficult to obtain with human support. Another benefit is the possibility of answering a great number of calls with agility.
“Robots don’t get tired, nor do they have difficulty with increasing the work scale”, he says.
2.CRM
The CRM (Customer Relationship Management) is another customer service tool that deserves to be highlighted.
It is about a platform that registers the interactions with customers in a history and establishes profiles of these consumers to optimize communication with them. Soon, from data integration and optimization, companies can think in segmented strategies for services, marketing and sales”, explains Gentile.
According to the expert, in addition to monitoring interactions, the CRM helps in the management of the sales pipeline and in the identification of opportunities. Besides that, it enables the analysis of indicators for decision making. Because of that, it is fundamental to use this system in harmony with the other customer service tools, since it is multifunctional.
3.Emails automation
Nowadays, email is an excellent communication channel and, because of that, automating it is also fundamental to improve customer service.
“The tool allows to communicate with people that get in touch, in order to solve doubts, offers consultative support and even educates them about the company’s product.”
Gentile explains that the great advantage of the tool is the capacity of dealing with a great amount of customers.
“As the chatbot, the system can offer agile answers to uncountable requests and simultaneous contacts, in order to maintain quality”.
4.AVR
The Audible Response Unity is one of the most classic customer service tools. It consists in offering a voice to present options to customers, as in menu, to guide them to the solution.
“The AVR is one of the most used solutions for assistance and because of that, it is really consistent. Due to its interactivity and for being intuitive, it can still be useful and effective in many cases”.
5.Speech Analytics
Speech Analytics is a voice communication management platform. Thus, it favors the analysis, measurement and study of information about voice calls, from the recording of calls, in order to allow their optimization.
“The tool can understand which were the most productive and agile calls. It also identifies if there was any deviation from the standards of care, among other issues. Besides that, it allows us to understand how qualified the leads are in each call and offers integration with other solutions, like the CRM”.
6.Social networks
Social networks are also important customer service tools. Afterall, these spaces became great channels for companies communicating effectively with their audience.
“Analyzing indicators, such as waiting time and problem solved coefficient is fundamental to generate a wide vision about the team’s performance”, he explains.
DNK is a leader in customer service tools for call centers and contact centers
Aligned with the market trends and needs, DNK offers the best solutions for Call Center and Contact Center, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technologies together with a team of experienced professionals, took DNK to constantly innovate to transform the experience of customers and partners with their consumers.
DNK cherishes excellence in customer service, providing their partners with tools and platforms with innovative and customizable functions in order to guarantee a satisfactory and unforgettable Customer Experience.
With DNK’s products and services, customer service is made through an integrated omnichannel platform, which connects all service channels (WhatsApp, voice, web, chat, among others) with fast customer’s data and information recovery, in order to provide a complete and satisfactory management of customer journey with differentiated results, maximum security and in compliance with the standards required by the LGPD.
The company is recognized by the market and awarded by its solutions and successful cases. Winner of the “Best Self-service Solution” category in the XXI Modern Customer Award and champion of the silver trophy at the 2020 Cliente SA Award, in the “Leader in Innovation Strategy” category, in partnership with a customer, DNK understands that a well-served consumer is the secret to successful service.
