Commitment interaction hashtags
In how many and which channels do you offer two-way communication? They should be all that the client prefers. Do conversations and queries on digital channels mix automated tools such as automated agents and Chatbots with human escalation? Does your technology manage to resolve - % of queries, freeing your contact agents for truly specialized and non-repetitive topics? And with help resources at your disposal to respond immediately.Such as Live Chat escalation to a phone call, information about the customer's context and their need to be able to see the previous conversation that the customer had with the Chatbot. Are the conversations, the Digital Marketing Service terminology, the messages, on all channels the same? (Don't let something happen like what happens with Banco VePorMas where something as simple as being called “password” on one screen and the same thing “PIN” on the other.
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Do you have a knowledge base and the information that your clients demand is well organized, easy to find, with a powerful search engine and a continuous update logic that integrates the most frequently asked questions and answers of each week into the base? Is the information you provide personalized and in accordance with the client's query? Are the answers given in the language that your client makes their queries.
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