How to implement a customer service in your company

Customer service is one of the most important channels for the relationship between companies and consumers. Therefore, rather than investing in the sector, it is important to know how to implement it assertively so that it really brings the expected results.

After all, the way customers want to be served has changed dramatically and today nothing less than excellence is expected.

But how to structure the customer service in your business? Do you want to know how to implement and offer a great experience to consumers? To help you in this challenge, we have prepared this post.

Processes in the implementation of customer service

Developing customer service demands strategies and good practices. Thus, it is possible to make the sector a positive relationship channel that contributes to good results.

Take a look at some stages to make the service work in your organization:

Understand your customer

The first step in creating an efficient service is to know the characteristics and needs of the company’s customers. In the end, all processes must be personalized and addressed according to the public profile.

To discover who the consumers of the brand are, it is necessary to conduct surveys, interviews and other actions to identify customers.

Build your team

After knowing exactly who the customer is and what the expectations are regarding the solutions, it is time to structure the team responsible for customer service.

Employees must be trained so that they know the purposes of the organization, what the expected position and behavior. In addition, it is important to know what type of language will be used and other details to guarantee the quality of the service.

Have performance indicators

As important as planning and structuring the sector, it is to have performance indicators. That way, you may monitor the performance of professionals and teams and, consequently, customer service satisfaction.

In this sense, it is interesting that you conduct satisfaction surveys to understand which factors contribute to the success of the sector. This helps to identify the aspects that must be optimized so that you get the best results.

Invest in technology

Today, it is practically impossible to implement an efficient service without investing in innovative technologies. At the end of the day, the new resources promote agility and quality in the service, improve the relationship and user experience and, finally, generate customer satisfaction. This allows companies to evolve, stand out in the market and overcome competition.

Thinking about the context of customer service, it is possible to have important tools, such as:

In this scenario, you can count on the Olos Omnichannel platform, the OlosChannel. The solution unifies the service channels, integrating email, WhatsApp, Skype, Chat, Facebook, dialer, URA and much more! With this, the approach will be more fluid and the operation will become more efficient and assertive.

The platform also has advanced data intelligence technology, which allows interpreting the mailing, distributing it to customer preference channels according to the relationship history.

Another highlight of the system is the exclusive digital agent of Olos, the Olos Web Interactive. This consists of a visual, audible and interactive self-service platform that executes with excellent collection, sales and customer service functions, from beginning to end, without the need for human intervention.

Our digital agent is customized according to the profile of the public and is integrated into various channels. Want to know more about how it works? Access our site and contact us!

Leave a Reply