The technological revolution has taken a giant step forward. Many companies realized the importance of reaching their customers quickly, directly and easily, through digital platforms such as Whatsapp, Facebook Messenger, Twitter and Telegram, among others. This new approach has allowed them to sell or offer services beyond their area or neighborhood.
Let’s go step by step to understand the optimal way to carry out the digitization operation of our company:
Digitization is the way in which a company restructures itself and makes available the necessary means to establish digital communication with customers or users.
Technology is used to interact with customers in order to cover specific needs. Operations or communication processes are digitally enabled, improved or even transformed. It is of vital importance to integrate different channels; however, it has been confirmed that unfortunately some companies are not yet prepared for this and cannot offer products or services 24 hours a day, 365 days a year.
In this regard, the user experience is highly valued. And digitalisation has allowed experimentation with different areas. Customers want immediacy, intuitive interfaces, that the company they are trying to contact is always available, that treats them in a personalized way and, if possible, offers competitive prices.
Digitization can reduce the operational costs of companies and improve response times. In addition, the level of satisfaction and efficiency in workers improves significantly by incorporating digital tools.
Companies that have not accelerated their digitization process are giving up such a key advance as an improved customer service time.
Among them, the use of WhatsApp Bussines aimed at companies stands out. It allows an agile and personalized attention to a client that can be found anywhere in the world. But it is not the only one:
Facebook Messenger is a tool with a lot of potential, it builds trust and loyalty.
Twitter is another widely used channel. There are millions of tweeters and some very active. It is a good way to solve doubts of your clients.
Telegram is a messaging app similar to WhatsApp, but with additional features.
Chat is another way of personal and direct communication. It is a comfortable channel when a client accesses a website and wants to speak quickly and instantly with the company. In addition, you do not have to provide either email or phone to speak with an assistant.
There is no doubt that a revolution in communications has taken place thanks to these digital tools and that we must invest in an integration process. You will see how omnichannel technology will improve the performance of the contact center service team.
Request a demo and we will show you how can we help you with this adaptation:
