The new law on after-sales services marks a before and after in the way companies do business with their end usersas it introduces a number of changes that will directly impact the way your requests and claims are managed and processed. ARBENTIAinternational management consultancy and Microsoft partner, identifies the four operational challenges that the standard presents and how to successfully overcome them using digitalization.
The main changes include reducing the telephone waiting time to a maximum of three minutes, banning the exclusive use of answering machines or setting response deadlines for queries and complaints, which will represent a major challenge in the provision of qualified personnel in business customer service centers.
It will be an important help for companies to comply with regulations “the practical and effective technological solutions already on the market that allow you to automate response processes, personalize the experience and manage customer information in a unified way, as well as generate and monitor key performance indicators in your contact centers,” mention, that Daniel Taboada, CEO of ARBENTIA.
Use the latest customer management technologies
Therefore, Adopting the latest customer management technologies will be an essential strategy for companiesnot only to improve competitiveness, but also to comply with the new regulations:
- Adhere to response deadlines: The law stipulates that inquiries, complaints, claims or incidents must be resolved within a maximum period of 15 working days, although the time is even shorter for essential services such as water, electricity, gas, etc. This requires agile management of incoming requests, which is quite a challenge if this management is based on manual processes. AI and generative AI are key to driving the automation of response processes in this area. With generative AI systems, agents can receive automated response recommendations for different types of inquiries or complaints and process a larger number of inquiries in less time. In addition, AI can also enable intelligent query routing as such systems automatically determine which agent is best suited to handle a particular query through real-time data analysis, improving the rate of resolved queries and reducing customer waiting time.
- Personalize the customer experience: The challenge of providing customers with personalized and satisfying experiences becomes even more evident given the ban on the exclusive use of answering machines. Consumers are no longer satisfied with a standardized service but expect companies to understand their individual needs and interests. digitalizationespecially through artificial intelligence (AI), plays a fundamental role in providing personalized recommendations and more natural interactions by analyzing the user’s history, preferences and behaviors or by using well-known chatbots based on generative and conversational AI, such as ChatGPT. In addition, the analytical capacity of AI models makes it possible to evaluate customer satisfaction based on the sentiment perceived through their responses or to segment them in order to personalize the company’s strategy around the service provided to its customers.
- Uniform customer information management: Customer service represents a traditional operational challenge – managing customer information in a consistent manner – that is now being intensified to meet new regulatory standards. Agents need access to complete and current user information to provide exceptional service. Implementing a unified desktop that integrates data from different systems and communication channels enables a 360° view of the customer, facilitating agile and precise resolution of queries and issues. This allows agents to easily access all information relevant to resolving issues, including interaction histories, preferences, past transactions, and other relevant information. A unified desktop ensures agents are well-equipped to handle customer inquiries and issues efficiently and accurately. Additionally, you can integrate an AI tool to automate many management-related business processes and analyze large amounts of data to identify patterns, trends and opportunities for improvement.
- Continuous service improvement: Digitalization provides quick access to a massive knowledge base, speeding up incident resolution and making it easier to create KPIs to measure agent performance. These KPIs or performance indicators provide valuable information about activity and allow companies to identify areas for improvement and set goals to drive service quality. In addition, they help automate business processes, thereby increasing operational efficiency and service continuity. For example himAI can learn from previous interactions with customers to continually improve its ability to respond and provide solutions.
“Implementing advanced technological solutions that cover all these aspects is essential to meet the expectations of the modern customer and ensure their loyalty.”closes Taboada. ARBENTIA is a consulting company specializing in the use of Microsoft Dynamics 365 Customer Insights tools, precisely designed to ensure that companies remain at the forefront of serving their customers and have a significant number of successful projects behind them.