The spread of new web communication channels and mobile sets new service requirements and new approach to the client mode, while new generations of consumers, increasingly aware and demanding, access independently to services and information through web self-caring practices.
To optimize the management of customer service and responding to the needs of multi-channel approach, imposed by the new consumption patterns and new means of web and mobile communication, it is essential to integrate the traditional customer care tools (phone, email, fax, voice mail, SMS, MMS) with shares and web customer service tools (chat, video chat, forums, social networks, mobile applications).
We guarantee our customers a garrison on customer care activities at all levels of communication and we respond to the needs of customers in real time, integrating the following services and activities in our multi-channel platform:
- Development of mobile applications on smartphones and tablets in order to facilitate the retrieval of information, access to the area of self-caring, as well as establishing a direct channel of interaction, through integration with the traditional instruments of assistance customer (for example, transfer the request to an operator through the call-back feature, contact form, e-mail or fax);
- The live chat service management to support both the teleselling that the customer care, in terms of maximizing sales opportunities, qualification of lead, reducing the dropout rate, increase conversions and optimize the customer experience;
- Implementation of community monitoring activities, blogs moderation and social customer care, to check the consumer perception on the brand and on new initiatives, to monitor posts and comments posted by users, publish speeches on forums, send private messages response, stimulate "web conversation" and provide a detailed analysis and client reports on the company's reputation online.
