How can you leverage technology to streamline customer service processes without compromising personal touch?

- Implante IA, se não em todos os steps, nos principais, com mapeamento dos termos mais utilizados pelo seu cliente ( revisão constante é muito importante para este processo) - configure chutes estatísticos com referência às características do contrato, se valores abertos, oferte segunda via de fatura, se visita técnica pendente, retorne a previsão de atendimento/ opções de cancelamento da solicitação.

Using a CRM software to track customer history, preferences, and past interactions. This allows agents to provide more personalized responses, as they can quickly access relevant customer data. Apart from this you can also analyse the customer behavioral and build your strategies accordingly.

Technology is a blessing for implementing standard protocols. Training, addressing patron queries, tapping into potential customers, and focusing on irate customers are quicker and more effective with AI. However, an incident today reminded me that personal touch and human interaction can never be replaced by bots or technology. I handled a very angry patient with multiple service issues. By patiently listening, empathizing, and offering two alternative solutions outside the SOP, the patient not only dropped his refund demands but also left smiling and thankful for the quick resolution. Bots or AI cannot manage process deviations or geared up to detect and respond to human emotions—an essential part of the healthcare industry.

No Key Account, a integração de um CRM robusto e crucial para organizar as interações e informações dos clientes. Trabalhando com grandes clientes, percebi que a integração do CRM e gerenciamento de e-mails garantiu que todas as comunicações fossem centralizadas e acessíveis. Isso proporcionou um atendimento mais personalizado, onde o histórico de interações permitiu um acompanhamento eficaz e baseado no contexto do cliente, mantendo o toque humano.

Com a presença de IA, é possível além de configurar as respostas automatizadas, com o tom de voz mais adequado a linguagem da empresa, é possível dar um toque bem pessoal a cada interação e ainda assim integrar esses retornos as plataformas de controle, gerando um banco de dados de informações importantes para analise e insights para melhoria continua de processos, e consequentemente um atendimento automatizado porem não menos humanizados.

In my experience I think that some automated replies might help in some cases, such when we are talking about confirmation. But when situation are more complicated I have the feeling is still important make a call, help people to feel taken care of: this is something I still think that cannot be done with an automated response or an email for that matter. I think technology sometimes do not help us in this: we are forgetting that using a phone can be better.

Implement self-service options like FAQs and chatbots, allowing customers to resolve simple issues independently, enhancing their autonomy. 24/7 Availability: Utilize self-service tools that provide round-the-clock support, ensuring customers can access help anytime, regardless of time zones. Cost Efficiency: Reduce operational costs significantly by directing customers to self-service channels, which are cheaper than live support interactions. Quick Resolution: Enable faster issue resolution through self-service options, minimizing wait times and improving customer satisfaction. Seamless Transition to Live Support: Ensure easy escalation to live representatives when needed, maintaining the personal touch in customer service interactions.

To streamline customer service without losing the personal touch, you can automate routine tasks like FAQs using chatbots while letting agents focus on complex issues. Use omnichannel platforms to ensure seamless communication across different channels and CRM systems to personalize interactions by accessing customer history. Self-service options like online portals can provide quick help, but human support should always be available. Personalized automation, such as tailored follow-up messages, can also enhance the experience. Finally, use data analytics to understand customer needs better and anticipate issues, ensuring a more personalized and efficient service.

Para garantir que nossa equipe estivesse pronta para um atendimento de qualidade, sempre priorizei treinamentos personalizados, tanto em soft skills quanto em tecnologia. Criamos cenários que simulavam interações reais com clientes. Isso preparou nossa equipe para usar ferramentas tecnológicas de forma eficiente, mas sem perder a empatia e a capacidade de atender às necessidades individuais dos clientes.

I think that personalized training might be very helpful in order to help the customer service experience: some of us are better than other in some fields or people have some specific skills that can be an asset, if developed properly.

A análise de dados foi fundamental para personalizar o atendimento e antecipar as necessidades dos clientes. Ao analisar o comportamento dos clientes, conseguimos identificar padrões e melhorar nossa oferta de serviços. Um exemplo foi a criação de materiais específicos com base em dúvidas recorrentes, o que reduziu o tempo de resolução de problemas e aprimorou a experiência do cliente, sempre com foco em um atendimento personalizado.

Continuous feedback from customers should be the basis for a great customer experience: customers are the ones that interacting with the service, so asking them how was their experience, can help. It can be done with periodic and easy surveys, just to know if the problem was solved or if the attention received was enough for calming or helping them.

Em todas as minhas experiências, sempre priorizei o feedback contínuo como uma ferramenta para melhorar nossos processos. Essa prática nos permitiu ajustar constantemente nossas abordagens e mostrar ao cliente que suas opiniões eram valorizadas. Esse ciclo de feedback ajudou a manter uma conexão próxima e de confiança com os clientes.