times and complicated internal processes from ravitejafe's blog

They can easily do this through a live chat from home, without requiring to speak on the phone or send emails, eliminating waiting times and complicated internal processes.If the bot's answers are the best they can be but you keep getting negative ratings, it’s time to think about adding automation. Why? Because your customers want to handle an issue immediately without being transferred to another channel or following a bunch of steps in order to get help.

Automations are done through technical integrations with the information or management systems you use.For example, if a customer's card is blocked and they need to change their PIN, they need to change their PIN. Taking them on tour through different channels only makes the situation worse. They need a practical answer right away.

If you're interested in a case study, read how Banco Comafi implemented automations to improve their answer quality.Integrations will also let your customers check a line of credit or a credit card balance, find out their order status, schedule an appointment, etc. 

Technology from the cloud

If your agents are going to be working from home, your team will need a software solution that can be easily used and managed from anywhere.Like so much in life, learning from customers and improving the service experience is a process. Some implemented actions will work, and others you’ll have to adjust little by little.

Analyze performance reports, evaluate survey ratings again and see if there were changes in the experience after implementing the modifications. Based on that information, continue perfecting the experience.  

‍Long story short, what's important is constantly working to discover new and better ways to give customers the service they're looking for.  

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