That is, they can use both social networks and tools with a virtual agent, chatbot or similar technologies. O Conversational Commerce is already inserted in big companies, because they care about the the way companies communicate with your customers over the internet. And it goes from information, response time and the way they communicate.

What is the purpose?

The goal is for companies to offer good experiences to their customers. It can be through online service through social networks or platforms that facilitate your services and sales.

Therefore, a personalized and engaging service is required, which answers questions and gives recommendations on products at all times. All in one place and whenever the customer wants, during the day or dawn.

O Conversational Commerce generates business opportunities for companies. Then update your business model, with tools to do automatic answering. If you are the type of entrepreneur who needs to be ahead in the market, the time has come to change the reality of your business.

Meet with ¡Hola! Suite all the information on how to start this format in your company and how to prepare your team to provide personalized online service. Always be online and let your company communicate in real time with your customers.

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It’s easy to understand why: the ease and agility offered by software, especially by omnichannel platforms, are beneficial for both customers and the company. 

For customers, the benefits include faster responses, agile solution to demands, full-time service 7 days a week and the possibility of contacting the company through different communication channels, including social networks. 

For the company, the service software enables a greater number of calls, organization and security in data recording, cost reduction and communication failures, in addition to increasing the team’s productivity. 

Even so, some companies hesitate to use the software for fear of ‘robotized’ communication by virtual agents or because they find it difficult to use them. 

These concerns are left behind when the user learns to take full advantage of the functionalities offered by the service platform.  

To help you in this process, we have separated some tips to improve your experience with an attendance software. Check out!

Customize messages from virtual agents

It’s not because the service is automated that it needs to be the same for everyone. 

Messages sent by virtual agents are previously structured in a communication flow. 

This flow can be customized both to define how the customer will be conducted from the opening to the end of the service and to program how the virtual agents will respond. 

That is, the messages sent can follow the same language pattern used by the company in humanized conversations, minimizing the impression that communication is ‘robotized’. 

Transfer the customer to human service at any time

The personalized structuring of the communication flow also allows the customer to be forwarded to humanized service when necessary. 

Simpler and more standardized demands are usually resolved by virtual agents, but, in specific cases, nothing prevents the customer from contacting the responsible sector employee. 

One of the main advantages of hybrid attendance is time savings.

When the human attendant receives the call, the main information about the customer and demand has already been collected and can be easily accessed on the platform. 

In addition, the virtual service forwards the customer directly to the sector responsible for the case, facilitating its resolution. 

Take advantage of all the functionalities offered by the attendance software

An omnichannel platform like ¡Hola! Suite offers several menus in addition to the inbox that centralizes messages from service channels. 

Each software menu contains several functionalities that facilitate the company’s routine activities. Between them:

• reports and dashboards;
• filters connected with Analytics;
• satisfaction survey;
• customer control;
• custom templates;
• tags in conversations;
• notifications and alerts;
• service history.

The more these tools are explored, the more information is collected and organized, making the creation of strategies and decision-making more practical and safer. 

Choose who supports and trains you on your fulfillment software 

To get the most out of your answering software, it’s critical to know it. 

This process becomes easier when the platform has intuitive and self-explanatory interfaces. 

Even so, one detail that makes a total difference to your experience with customer service software is the attention you receive from the company you hired.

This includes prior training on how to use the tools and also ongoing support, through manuals, reminders, videos and frequent contacts, so you know where to find answers in case of doubt. 

Make integrations to acquire additional features

In addition to the general functionality of the customer service software, it can be integrated with other systems, such as ERPs, enabling data transfer between the software and the activation of additional resources. 

The omnichannel service platform ¡Hola! Suite can be integrated with IXC Provider, in addition to other management systems available on the market. 

Additional features in the integration with the IXC Provider include:

• sending invoices and invoices; 
• electronic acceptance and signing of contracts; 
• trust unlocks;
• financial and connection diagnostics;
• synchronization with the customer list;

With more automation, more processes are facilitated during calls.

Analyze the generated reports

As mentioned, one of the functionalities offered by the ¡Hola! Suite is the generation of reports and dashboards. 

They are automatically generated with the data registered in the software and are a safe and accessible tool for analysis. 

It is possible to check open and closed calls per day or month, information on ongoing calls, identify the main reasons for calls, among others.

Therefore, it is worth paying special attention to this functionality. A concrete base of information allows decisions to be made with more confidence. 

Organize the company’s internal communication 

Centralizing customer calls in one place makes the communication process much easier and faster, right? 

The same can be done with your company’s internal communication.

Use the platform as a contact channel between employees and ensure that no information is lost along the way. 

In addition, it makes it easier for them to find and exchange the information necessary to solve the company’s general demands. It’s the ease of having everything organized and centralized. 

When properly used, customer service software can offer companies several benefits, with a positive impact also on the customer experience, making customer service a great competitive advantage.  

Connect your company to a new world of opportunities with ¡Hola! Suite. 

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In a reality where consumers increasingly value the relationship and positioning of brands, Paying attention to all the company’s points of contact with the customer has become fundamental. 

This does not only mean being present on different digital platforms, but providing a service experience compatible in all of them, in order to generate customer satisfaction from initial contact to post-sales. 

In this sense, omnichannel customer service software has become great allies, making it easier for companies to manage contacts, reduce response time and the process of solving customer demands. 

The more functionalities the software offers, the easier and more agile the service is also for the customer. 

Generating unique connections and experiences between company and customer is among the objectives of ¡Hola! Suite. We make this possible through the features of our platform, which make it an indispensable tool for your business. 

Functionalities and differentials of ¡Hola! Suite

¡Hola! Suite

are intuitive, so that users can explore the platform to the fullest in an uncomplicated way, and the functionalities meet the needs of companies from different sectors. 

The Opa! it also closely monitors the installation and the user’s entire learning process, offering prior training and ongoing support to resolve doubts. 

Check out everything you have to gain with ¡Hola! Suite’s omnichannel service!

Centralization of service channels

The main purpose of omnichannel service platforms is the integration of service channels. 

In the ¡Hola! Suite, messages received by the main service channels available in the market are centralized, including the most popular social networks in the world. 

WhatsApp Business API, Instagram, Messenger, Telegram, WebChat and Telephony are part of that list.

The centralization of messages allows greater control of calls, better organization of demands and reduction of communication failures. 

Virtual agent support 

Virtual agents are responsible for automatically assisting customers. The messages sent by them are previously structured in a customizable communication flow. 

In addition to defining the entire course of the conversation that the virtual agents will have with their customers, from the beginning of the service to the end or transfer to human agents, it is possible to customize the messages with the company’s language. 

Thus, the customer’s experience with the automated service becomes very similar to the other contacts he has with the company through other contact channels. 

The essence of omnichannel is that the service experience is compatible at all points of contact and, in this sense, those who manage to keep it positive at all of them stand out. 

In the case of transfers, an important differentiator of ¡Hola! Suite is the possibility of forwarding the customer not only to different sectors, but also carrying out a configuration that allows the transfer to an agent or person directly responsible for the demand, in addition to other configurations.

With the use of AI – ChatGPT, this process can become even simpler and more dynamic, making forwarding even faster to the customer, according to the few key words they send in the first messages.

The same is possible with the service via telephone, in which it is possible to carry out, without difficulty, the transfer of the call to other extensions or departments. 

Other automations available with virtual assistance include sending digital files and a satisfaction survey at the end of the conversation. 

Service period on an omnichannel service platform

Another great advantage of virtual agents is their full-time availability. With them, customer service is available 24 hours a day, seven days a week. 

Even so, it is possible to limit the days of virtual service by defining holidays on the platform. With this functionality, business days and holidays are differentiated, registering them with name and period of absence. 

Mobile version

¡Hola! Suite has the application for a mobile version, allowing the main functionalities of the platform to be carried out directly by a smartphone. 

This ensures faster, more dynamic monitoring, interactions and decision-making from anywhere.  

Ccontact control

Service organization can be even more efficient when using contact control tools. 

This includes using tags in conversations, defining service queues and retrieving information through the history saved on the platform. 

Queues can be used to define priorities in services hierarchically, while labels serve as a marker to categorize services by subject, client or date, for example. 

This data can later be used to analyze metrics, such as the main reasons for assistance in certain periods.

Notifications and alerts

The ¡Hola! Suite platform also facilitates the organization of users’ routine through notifications and alerts.

Along with defining queues and centralizing tickets in a single place, notifications prevent tickets from falling into oblivion. 

This ensures that, even with high demands, the company is able to pay attention to all customers, making service a strong competitive advantage.

Integrações em uma plataforma de atendimento omnichannel

In addition to the most basic functions, ¡Hola! Suite allows access to numerous integrations that optimize users’ work and customer service. 

Among the available integrations are:

• IXC Provider and the main ERPs in the market; 
• SMS gateways; 
• email servers.  

With integrations, it becomes possible to transfer data between software and activate additional features. 

¡Hola! Suite is fully integrated with the IXC Provedor and the automations available with this integration include sending payment slips and invoices, electronic acceptance and signing contracts, unlocking trust, financial and connection diagnostics for internet providers and synchronization with the customer list . 

Integrations into an omnichannel fulfillment platform

In addition to the most basic functions, ¡Hola! Suite allows access to numerous integrations that optimize users’ work and customer service. 

Among the available integrations are:

• IXC Provider and the main ERPs in the market; 
• SMS gateways; 
• email servers.  

With integrations, it becomes possible to transfer data between software and activate additional features. 

¡Hola! Suite is fully integrated with the IXC Provedor and the automations available with this integration include sending payment slips and invoices, electronic acceptance and signing contracts, unlocking trust, financial and connection diagnostics for internet providers and synchronization with the customer list . 

Filters connected with Analytics

Analytical intelligence, better known as Analytics, consists of the applied use of data, analysis and systematic reasoning in order to facilitate decision-making. 

With an ever-increasing accumulation of data, having a platform that automatically generates reports and dashboards is not only a facility, but also a necessity these days. 

In addition, this is a safe and accessible tool, since the source of the data used for analysis is the services performed on the platform. 

So, I could better understand why the ¡Hola! Suite is the perfect omnichannel fulfillment platform for your business? 

Get in touch with our team to start a digital transformation in your company.

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Commercial relationships are a decisive factor in making a purchase and building customer loyalty. The way your brand communicates with your customers is essential to the success of your business, and it must create a direct relationship with the consumer.

The service provided to your customer directly influences the way he will look at your brand and what he will say about it. It is at this stage that you manage to conquer new consumers and retain those who are already part of your portfolio, identifying causes of dissatisfaction and finding efficient solutions.

In this content, we are going to talk about customer service software, and how they can contribute to the optimization of your company’s customer service sector, reflecting on all departments of the organization and boosting your business. Read it now.

Service and quality software in this department

With quality service, it is easier to relate to the public. But this is not the only advantage of investing in the quality of this department. The speed with which information reaches the consumer is increasing, and your service must be just as fast.

The sense of urgency is present in the way consumers want to be treated, and ignoring this fact can be a hindrance for your business to grow. It is at this point that customer service software comes into play, contributing to the organization and dynamism of operations, keeping your business competitive and relevant in the market.

Service software: technology to optimize processes

Technology has transformed the way companies relate to their customers. A company’s responses to solving a demand, such as a support request, need to be agile. 

Second survey conducted by Microsoft State of Global Customer Service Report, published in 2020, 61% of people who responded to the poll have already stopped purchasing a service or product due to failures in customer service. In the same survey, it was found that 59% of consumers were more demanding with regard to the support offered by companies than in the previous year.

In this way, customer service software is an ally for companies that seek to prioritize this sector and unify communication channels, placing human and technological resources side by side to help people and generate true connections.

In the era of social media, what consumers say about the brands they relate to becomes very relevant, for better or for worse. Consumers are increasingly open to buying experiences and brand relationships. 

According to Consumer Commitment Index (CCI) survey, carried out by Officina Sophia Retail, 86% of consumers pay more for an experience they consider better.

Purchasing processes are increasingly hybrid between the online and offline environment. The adopted strategies, therefore, need to be coherent in both channels, which is still a difficulty.

What to consider when choosing your answering software

Several points should be considered when hiring customer service software for your company. You already know why you are looking for the service, so analyzing the real effectiveness of the platform is essential.

Pay attention to the features.

For the customer service software to be really effective, it is important to verify that the functionalities available on the platform are in line with the needs of your company. 

Features such as integration to record all interactions and contacts made by the consumer with your company on a single platform, with the aim of making service more efficient, indicate that the software is of quality.

Quality customer service software will capture all incoming messages and unify them in one place. Through this functionality, all employees in the service sector will have access to the same information about the customer. 

Among other important features, be aware of the intuitive interface. Good customer service software should also offer a simple platform, with a user-friendly and practical interface, and an uncomplicated design.

Benefits of using customer service software.

It’s not just customers who are positively impacted by the use of these tools. Corporate employees as well. Through the adoption of answering software, the productivity of employees increases, as the automation of responses contributes to optimizing the time of employees dedicated to this. This way, they can focus on tasks that cannot be automated. At the same time, the response time to customers is reduced.

Data has already revealed that most consumers would pay more for a service or product if they had better service. In addition, using these tools it is possible to:

• organize service queues;
• direct requests to the correct contributor;
• generate automatic reports on team performance;
• identify possible bottlenecks that can be eliminated.

Among customer service software formats, omnichannel platforms stand out for their functionality that unifies calls from different channels in a single solution, allowing the agent to easily see the contact forms, email and user panel and respond faster. 

For this, artificial intelligence virtual agents allow customers to self-service through automations, making services more agile. Virtual service agents work within messaging platforms and are capable of interacting and responding to consumers, without the need for the presence of a human attendant. 

This type of solution makes it possible to offer 24/XNUMX service at a controlled and efficient cost, eliminating the need for an attendant to be available full-time to meet customer demand.

Omnichannel service platforms

Omnichannel is the name given to the use of various customer service, marketing and sales channels, with one of its main objectives being to reach customers and improve the experience of these consumers with brands, creating different points of contact between the two sides of the operation.

In omnichannel, more important than the number of unified communication channels, is the synergy between them so that it is possible to serve the customer, wherever and whenever he wants. 

Meet ¡Hola! Suite and change your company’s service.

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Through the software, our customers can access various functionalities in one place, such as queue and service history, customer control, reports and dashboards. In addition, it is possible to integrate with various tools, such as ERPs, SMS and telephony gateways.

Now, we are launching something new that will bring even more convenience to our more than a thousand customers: the application for mobile devices, which allows access to the main functionalities of ¡Hola! Suite directly on your smartphone. In this way, managing your calls becomes even easier and more efficient.

Do you want to know more about the features of the ¡Hola! Suite? Then continue reading the article!

Why have a mobile app to serve customers?

Today’s consumers want to be in the spotlight. Demanding, connected and inserted in an increasingly competitive market, they want to be at the center of attention of companies. 

To meet these requirements, quality service is essential. It is important that the company is available to answer questions and solve problems, in addition to respond quickly.

A frustrated customer, who cannot find help for the difficulties he encounters with the product or service offered by your company, on the other hand, can be quite harmful to your business. 

Negative internet reviews, social media complaints, and word of mouth can drive potential customers away and ruin your reputation.

Inside the ¡Hola! Suite app: learn about the application’s features

It is in this context that the need for a mobile application arises, which allows performing, from anywhere, the main tasks related to customer service. 

Although the desktop version of ¡Hola! Suite could already be accessed from any computer, the mobile application comes to take this accessibility to a new level.

Just download the app, have an internet connection and enter your login and password to access the features you already know. This way, you can monitor calls, interact with customers and make decisions quickly and dynamically. 

Check out other features available in the ¡Hola! Suite app.

• All contacts in one place: use the app to manage all company contacts such as prospects, leads, customers and suppliers.
• Service history: access the entire service history through the application, which allows for a more personalized and humane approach in contact with customers.
• Integrations: do it all in one tool, using integrations with WhatsApp Business, Telegram, Messenger and other service channels.

In addition, the ¡Hola! Suite can be integrated with ERP tools such as IXC Provider. In this way, you can offer additional features to customers, such as sending a duplicate payment slip and invoice. 

In addition, the app allows you to manage, monitor and document requests, access the virtual agent service flow, customize modules, among other functions. 

Download the ¡Hola! Suite app now!

If you are already a customer ¡Hola! Suite, you can download the mobile version from the App Store and Google Play.

If not yet, how about learning more about the tool?

Produced by IXC Soft, a software company that has been on the market for over ten years, ¡Hola! Suite facilitates the management of calls, generates reports, maintains contact history and much more. Everything for you to deliver more satisfaction in your calls.

Want to know more about how we can help your business? Get in touch with us and ask for a demo now! Learn more on the website.

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In one survey applied by Reclame Aqui, for example, 51,2% of consumers surveyed said they wouldn’t mind spending more as long as they had a better shopping experience. The survey included more than 13 thousand customers from all over Brazil.

At the same time that a consumer is satisfied and even spends more if he is well served, poor service can have catastrophic effects for companies. Complaints are amplified on social networks and complaint sites, and can damage the brand image, alienating potential consumers.

In this scenario, those who still do not invest in quality care need to act. 

But where to start? 

One of the ways to do this is through software that centralizes the service. Also called a customer service system, this type of tool allows you to create channels to help consumers in an effective and integrated way.

Want to know why you need software to centralize your service? Then read on!

Learn about 4 benefits of software to centralize your service

An answering software is a digital tool that allows you to manage calls from consumers, facilitating the work of attendants. The goal is to solve these problems quickly and in one place, as it helps to centralize your service.

This tool arises in a context in which just offering quality products or services is no longer enough. After all, there are several companies on the market doing the same. To differentiate itself, it is necessary to invest in quality service, which will strengthen the relationship with consumers.

See below the benefits of this tool for your business!

Waiting time reduction

Anyone who has had to wait a long time to be seen and resolved a problem knows how frustrating this can be. However, there is also no point in serving the consumer quickly, but not solving his problem.

To provide good service, you have to be agile, but also efficient. The good news is that customer service software helps reduce customer wait times. 

This is because, in this type of tool, it is possible to organize service queues and direct requests for help to the right attendants. 

As the calls are all gathered together, employees do not need to keep an eye on several channels at the same time. Just be aware of a single tool. It also makes the answers easier.

Integrations

Good customer service software allows you to integrate with various service applications, such as Whatsapp, Telegram and Facebook Messenger. But that’s not all: it can also be integrated with other management systems, such as ERP. In this way, you can offer additional possibilities to consumers.

Reviews

Can you respond quickly if your service area is effective?

With answering software, answering that question is not a problem. A good tool of this type allows you to generate team performance reports, which serve to identify points for improvement and measure the quality of service. It also makes it possible to access reports and dashboards to view information in an organized way.

That way, you have all the data at hand and can make the best business decisions assertively.

Accessibility

With modern customer service software, the customer service agent does not need to be at the company, using the office computer, to access the platform. 

In times of popularization of remote work, a good service tool needs to be accessed from anywhere, including mobile devices. That way, you don’t keep your customers waiting and can serve them from anywhere.

What to evaluate when choosing your customer service software?

Now that you know why you need software for your customer service, you may be wondering: among so many available options, how to choose the best one?

The keyword here must be integration. a strategy multichannel, which consists of integrating the company’s various contact channels, so that consumers feel that they are talking to the same brand, whether by phone, email or chat, is essential to offer consumers a good experience.

Therefore, the chosen tool should allow you to combine service in different channels, making different contact options available to the consumer, while offering excellent service in all of them. 

This also makes it easier for the same professional to serve different channels through the same platform. That way, everyone wins. 

Take into account, in addition to the possibility of making integrations, also the ability of the tool to collect and present data in an organized manner. 

Customer service actions, if measured and presented in the right way, can yield incredible insights for your business.

Of course, software alone is not enough. To transform your service, the team needs to adapt to the tool easily. Therefore, a user-friendly interface is essential! 

Check out our customer service software

If you’re looking for a service tool that offers the benefits and features mentioned in the text, you need to know ¡Hola! Suite.

Focused on integrated service, our platform centralizes all your customer’s points of contact with the company in one place. And the best: in the palm of your hand. 

Produced by IXC Soft, a software company that has been on the market for over ten years, ¡Hola! Suite facilitates the management of calls, generates reports, maintains contact history and much more. Everything for you to deliver more satisfaction in your calls.

Want to know more about how we can help your business? Get in touch with us and ask for a demo now! Learn more on the website.

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And to know if the “when” for your company is close or has arrived, it is necessary to analyze some questions related to the quality of the service provided by your team.

Among these issues, the number of calls made, the response time or solution to the customer’s request, the number of calls received outside office hours, the flows for transferring calls to the responsible sectors and, also, an in-depth analysis of the data obtained in the previous points.

We have already published a text in which we detail each of these issues and explain how to measure the quality of your company’s service.

Considering that you have already evaluated the quality of service provided to your customers, in this post we are going to talk about the trends in digital service and how they apply to different market segments.

Digital service – what is it and how does it work

First, we need to make a brief historical review to understand what is the digital service and how we got there.

A few years ago, customer service was basically carried out by telephone, as this was the main means of communication between companies and their audiences.

Then the phone started sharing space with email. Many companies began to provide electronic addresses for their customers to get in touch with the customer service (SAC).

Some time later, the popularization of the internet – and especially of smartphones – transformed the way in which consumers began to contact the companies with which they interact. 

Before that, however, organizations had already registered an increase in the demand for non-face-to-face services. With cell phones in hand, many people stopped going to the company in search of information or solutions to their problems, leading to the expansion of service teams, with the implementation of call centers, to answer phone calls and respond to emails.

Going back to the popularization of the internet, smartphones and, now, including instant messaging applications and social networks, one can imagine the impact on the volume of service provided by companies.

Add to that greater access to information, which also led more people, previously silent in their homes, to look for the companies’ SAC to suggest, complain and make other types of requests.

Well then… This historical context is necessary for us to understand the turnaround in customer service in recent years.

The self-service menus

For appointments, dial 1. For complaints, dial 2. To speak with one of our attendants, dial 3. And we usually kept waiting for the last option, because we believed that only one person would be able to understand and meet our demands.

Who never?

Today, the services are very different. Yes, the menus continue and many of them no longer bring the long-awaited ‘last option’, because a good part of consumer demands can be resolved automatically, that is, with digital service.

Multilayer Digital Service

And here we are… Explaining both the origin and trends of this type of service that is becoming more and more common. And it’s not just on the phone that the menus are present.

WhatsApp, for example, gained a Business version, to offer digital service to customers of companies from numerous segments.

For questions with YES or NO answers, there is no need for humanized care. A robot (virtual agent or chatbot or, simply, bot) does the trick. 

And for slightly more complex questions, the robots are also very useful: they filter the demands and forward them to the most qualified person or sector to offer an assertive answer to the customer, diverting contact from the call center and resolving the situation in a single call.

Thus, fewer calls reach the attendants and those that do arrive are resolved quickly.

Briefly, we explain the digital service multilayer, which includes automated service (chatbot, for yes or no questions), intelligent service (which filters demand and directs it to the responsible sector) and humanized service (that is, a flesh-and-blood customer service like us).

Depending on your business segment, the type of product or service you offer, even with the increase in the volume of calls, the same team will handle the work if other ‘layers’ of service are associated with the humanized service, allowing them to reach the attendants only the calls that the previous levels were not able to resolve.

Hybrid service

O digital service of the hybrid type, combines automated/intelligent and humanized service. What changes in relation to the multilayer service is that, in this case, the service is initiated by the chatbot and completed by the attendant, that is, regardless of the request, the user will go through both types of service.

And how does this improve the service flow, if all calls go through the attendant?

By assertiveness. 

Imagine yourself calling a hospital. How many different departments are there? And within each department, how many sectors?

The automated service will filter the call: hospitalization, imaging services, ombudsman, HR. A second filter will bring options according to the selected department. Let’s say it’s the imaging service: radiography, ultrasound, MRI. 

There, you select an option and are transferred directly to the attendant in the desired sector – from robot to humanized service.

Conversation commerce

Such digital service can be considered the evolution of e-commerce, however, here, negotiations are made between people, through social networks, and no longer between the customer and the shopping site. 

The customer contacts the company via Instagram, for example, requesting information about a product, payment methods and terms or stock availability. The attendant receives, responds and initiates negotiation with the customer.

If the interaction is interrupted and resumed the next day, even if it is not the same attendant, the previous conversation is recorded and negotiation continues from the point where it left off. 

It is worth remembering that there are tools that allow the centralization of several communication channels, facilitating the management of contacts and ensuring agility in the assistance. 

Digital home office service

That’s right. With the solution mentioned above, you can hire professionals to handle your company’s services from their home office. 

The tool is online and the attendant can access all communication channels with his client. 

Receives calls, forwards demands or solves them himself, speeding up service and improving customer satisfaction.

The advantage is that you don’t need to have physical space to expand your service team. Just have the right solution and hire people to do the job.

Omnichannel platform for digital service

If you’ve made it this far, you must be curious to learn more about the tool mentioned above, which centralizes different service channels and facilitates contact management, in addition to ensuring agility and improving customer satisfaction.

That solution is ¡Hola! Suite, an omnichannel platform developed to solve your company’s customer service needs and which, in addition to speeding up responses, enables the registration of all contacts, categorization by priority level, the status of the call (open, in service, closed) , as well as the history of who was involved in each step of the service.
To learn more about digital service contact with us. In addition to answering your questions, we’ll show you how ¡Hola! Suite can improve your company’s service.

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Although the purchase journey is much more autonomous, that is, the consumer, most of the time, only needs the seller after he has already made the decision to purchase the product or service, the service channels still play an essential role.

After all, the more digital the consumer experience is, the more he will demand from your service when he needs an answer that he could not find on his own. 

But how do you know if quality of service that you deliver to your customers live up to their expectations?

In this text, we are going to talk about five situations that must be analyzed to understand the reality of your company and decide whether it is possible to continue as it is or it is necessary to think about improvements.

The new consumer

To understand whether the quality of your company’s service meets your customer’s needs, it is important, before the internal analysis of your performance, to get to know this new consumer and why it is essential to pay attention to the interactions between him and his employees.

Welcome, Internet!

Exactly! The pattern of consumer behavior has undergone – and still undergoes – significant changes from the expansion of the internet. 

Attention to detail: we are not talking about the emergence, but expansion, popularization of the network, reaching, in Brazil, between 70% and 80% of the population.

In the early 2000s, when the word ‘internet’ began to be part of our vocabulary, its use was practically restricted to the corporate world and educational institutions, that is, a specific portion of people – those between 25 and 35 years old – had access to and used it periodically, usually for work.

The turn of smartphones

More or less a decade later, when smartphones started to appear more frequently, more people had the possibility of accessing the internet, because it was no longer necessary to have a computer or notebook to consult emails and information in general. 

And it was from there that the consumer realized the power he had in his hands. With access to all kinds of information regarding the purchase decision, the customer no longer depended on the salesperson’s recommendation. 

He himself started looking for the product or service he wanted, comparing opinions from other users and deciding, by himself, which one to buy. In the beginning, in most cases, it was still necessary to go to the store or company to close the deal – a mere bureaucracy.

The era of e-commerce

From one stage to another, it was a snap. One day we would go to the restaurant for lunch or dinner and the next day we started to receive the food at home, after checking the menu, price, delivery time and also paying the bill. All this with just a few clicks on your smartphone screen.

And food is just one example. Currently, we can buy practically everything on our cell phones, without leaving home, without talking to anyone. 

It is true that the pandemic accelerated this process a little, but the intensification of everyday life in digital mode was just a matter of time.

But if the consumer has achieved so much autonomy, you must be wondering where does the importance of quality of service fit in?

Precisely, in autonomy. People are already used to solving problems without talking to people and, more importantly, they are getting quick and assertive responses through digital means. 

That is, any contact with your brand that offers less than that will be seen as a flawed service, which leaves something to be desired and to which the consumer no longer wants to submit.

Do you know why? Because there are huge chances that he will find the same product or service with another supplier and not need you anymore. And just to remind you, your competition is no longer limited to your city or region.

Time to evaluate the quality of care

Now, with the internet, smartphone, e-commerce and a super connected consumer, with few exceptions, your competitor can be anywhere in the world.

And what can you offer differently, to generate a positive experience for the customer, to the point that he buys – and buys again – from your company? That’s right – the quality of care.

So pay attention to the five situations you should consider before rethinking your company’s service flow.

1 – Number of service requests

Try to see your company’s customer service as an outsider. What is the service like over the phone, or via email, or WhatsApp, or when support is called.

As for the telephone, you can evaluate it by calling the company and going through the service flow, from the person receiving the call to reaching the person or sector you requested. 

Consult some emails received from customers, or even WhatsApp messages, to see how long it takes for someone to respond and how effective the response is. With support, same thing – how long it takes to resolve the customer request.

This way you will have an idea of ​​the number of requests and the quality of service. If the number of calls is beyond your team’s capacity to handle, it’s time to think of another way to do this, to reduce the delay in responses and resolutions, in order to increase customer satisfaction.

2 – Delay in service or delay in responding to the customer

On the other hand, if the team can handle the demand, but even so the returns are slow or ineffective, perhaps it is the case to review the method used.

The quality of service depends on several factors, but the good news is that there are many ways to speed up contact with customers, ensuring that the information is really useful and resolving.

As for ways to ensure agility and efficiency, the best certainly have to do with technology. 

3 – Calls outside office hours

The company works during business hours and therefore the service is also carried out from 8am to 18pm. Right? Not always!

Do you remember that the customer has autonomy and that the patience to wait for an answer is decreasing more and more?

So, evaluate the number of calls, especially via WhatsApp and social networks – but if you can measure phone calls, even better -, that the company receives after 18 pm, on Saturdays, Sundays and holidays.

If this number is significant, start thinking about deploying digital care. Even being served by a robot, the customer will be more satisfied than having to wait until the next business day.

Still, depending on your market niche, many demands can be resolved by automated service, without going through the attendant.

4 – Service transfers

In the first item, we talk about evaluating the number of phone calls. The tendency is for this form of contact to progressively decrease, as there are more agile ways to solve a problem.

However, we still cannot ignore this communication channel in companies.

Watch the flow. How many people does your client need to talk to before reaching someone who can really help you? And when passing through these people, how many times does he have to repeat the reason for the call? 

This is common in companies that, despite having several points of contact with the customer, do not have integrated systems. That is, there is no communication between one sector and another. So, with each transfer, the customer starts their journey all over again. And that definitely doesn’t please anyone.

5 – Knowing and knowing how to measure the quality of care

What we pointed out in the four previous items are key points to reach this last one: knowing the quality of service, with measurable data, to identify where the failures are, the bottlenecks, which compromise your customer’s satisfaction.

Is everything working fine? Perfect. Life goes on. Did you identify problems? Good too – now you’ve gathered enough data to implement really needed changes that will impact the bottom line. 

Quality of service with technology

And, finally, we come to the best part: pointing out solutions for those who are having problems with the quality of care.

In many companies, digital service is already a reality. There are cases, depending on the segment, in which the humanized service is activated very rarely, as most requests are resolved with pre-defined responses, which an automated system delivers to the customer, whatever the communication channel.

These systems, among which the omnichannel platforms stand out, receive calls, record the demands and the evolution of the service, until the request is answered. And if the customer contacts you again, the service will be more agile, because the history is consulted and the service continues where it left off – without the customer having to start their journey all over again.

Do you want to know more about how an omnichannel platform can contribute to improving the quality of service in your company? Contact us. 

The ¡Hola! Suite is a complete solution, which integrates the main communication channels and guarantees absolute control of all your customers’ interactions with your company.

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The advantages are mainly in the speed of attendance, provided by the possibility of configuring automatic responses, and in the recording of messages, increasing security for both interlocutors.

Although it seems complex, it is a simple and absolutely viable solution for most companies. 

Read on to understand the details around deploying and using the WhatsApp Business API.

What is API?

Before talking about the tool as a whole and its features, let’s stick to the concept of API, which stands for Application Programming Interface.

Simply put, it is specific programming that allows you to access certain application functions through other software. 

It is quite possible that countless APIs are part of your daily life and you have no idea that you use them. That’s because, the main application is the best known. The API works as a resource to shorten the path to the main application’s functionalities.

Thus, we understand that WhatsApp Business API is nothing more than a ‘shortcut’ to use WhatsApp Business in a different way than conventional.

From WhatsApp Messenger to WhatsApp Business API

WhatsApp Business API is the evolution of WhatsApp Messenger and was developed to solve service problems in companies and organizations with a high number of calls, making humanized service unfeasible. 

WhatsApp Messenger is the best known and most used application for exchanging messages between individuals, especially related to personal and commonplace issues.

Obviously, due to its popularity, it started to be used for commercial purposes, since it is a faster form of communication than e-mail and cheaper than phone calls, whether from mobile phones or from landlines.

However, WhatsApp Messenger’s functionalities fell short of the market’s needs, because they were not developed for that. Based on this demand, WhatsApp Business was created, with functions very similar to those of its older brother, however, allowing a greater flow of messages.

Despite the upgrade, the messenger did not meet the needs of large corporations, public or private.

Even using a business account, the application still required a person to return the received contacts. And, when the service was performed by more than one person – in the case of a business account and several employees responding to customers -, the chances of a communication failure occurring multiplied.

This is because the attendant who received the first contact was already aware of the subject or demand to be resolved. While another attendant, if he were to return to the customer, would have to find out what had already been dealt with before.

In addition to leading to customer dissatisfaction, this process becomes a service bottleneck, since several people are involved with serving different customers, and there is no way to guarantee that everyone is answered or that all requests are correctly forwarded.

Again, by identifying a different demand, the WhatsApp Business API was launched.

How does WhatsApp Business API differ from others?

Differences between the applications focus on the form of service, that is, responding to incoming calls. The essence of the tool, its initial function – to send and receive text messages, audio, video, as well as files of different types – is the same in all versions.

As we explained at the beginning, an API serves as a ‘shortcut’ to access the functionalities of a main application, which in this case is WhatsApp Business.

So, an API that makes it possible to use WhatsApp Business in other software also makes other forms of service possible, solving problems caused by noise in communication.

Automatic replies

One of the main differences in the WhatsApp Business API service is automatic responses.

Just like the telephone service using recorded messages, back in the 1980s and 1990s, which gave options to get straight to the point, the automatic responses sort out the messages received, guiding users to look for alternative channels to human assistance for the simplest demands. .

This resource solves a significant percentage of calls, speeding up the service and freeing the agents to deal with issues that really require interpersonal contact.

Multiple agents and protocol generation

Another improvement is the possibility for several attendants to receive calls from a single account. Thus, when the volume of messages is very large, the user does not have to wait for a long time for the answer to his question or request, since several people answer at the same time.

And so that the user does not have to explain the whole situation again in case of a second contact with a different attendant, the WhatsApp Business API registers the calls and generates protocol numbers, still in the automatic service.

This way, if the demand is not promptly met, in the next contact the user just informs the protocol and the attendant accesses the details of the previous contact, being able to continue the service from the point where it left off.

Why use official WhatsApp Business API version

To avoid unwanted messages, as well as the application of blows through the application, Facebook has released an official version of the API for WhatsApp Business.

Creating an account in the app requires registering a phone number (landline, mobile or 0800), which is forwarded by a Facebook partner company. After registration, the user will receive authentication data to access the account through a service platform.

That is, the API will integrate WhatsApp Business to the platform, and the services are made through this interface (software) that was programmed to perform the functions of the application.

And that’s how – with account registration and access through an official API – the WhatsApp Business API should be used.

Otherwise, the user assumes the risk of having his account blocked and even banned not only from the WhatsApp Business API, but from all family applications, as well as other applications linked to Facebook.

This care is aimed at the safety of users, who can check whether the data provided by the company is real, reducing the chances of having the information sent to a commercial contact used improperly.

If you want to learn more about the benefits of the WhatsApp Business API and the importance of using the official version of the application, contact with us. We have a team of experts on the subject at your disposal.

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In the same way that they speed up the dissemination of information through websites, applications and social networks, computerized systems also open up more channels for the external public to communicate with the company or organization. 

In a globalized world, where the offer of products and services is not limited to geographic spaces, quick and quality service ends up being one of the main differentials that a brand can offer. Therefore, the importance of paying close attention to your company’s service protocols.

Next, we’ll talk a little about IXC Soft’s performance in the technology market and how its solutions – ¡Hola! Suite for example – they can help with business management and customer service, without overloading or expanding teams and, most importantly, without jeopardizing consumer satisfaction.

IXC Soft and the technology market

Currently, IXC Soft is installed in an area of ​​1000 m², has more than 280 employees and has around 3 customers throughout Brazil. In 2020, the company won first place in the Management Software category, in the Outstanding Brands for Internet Providers survey, carried out annually by RTI Magazine.

But before reaching these numbers, a lot has happened since 2009, when Ivornei Piva and Cleiton Paris, both passionate about technology, developed Maker, a software for reading database structures and creating system screens.

From Maker, they created their own program for the development of systems and layout for manipulating forms, buttons and fields, evolving into editing events and functions of forms. 

In 2011, as a result of the recognition of the solutions developed by the partners, IXC Soft was officially created. 

At this stage, the company was already more focused on the internet provider segment and became more and more specialized, reaching the launch of IXC Provedor, in 2012. And, as expected, IXC Soft’s products began to consolidate in the technology market and with each update they became more efficient in meeting customer needs.

The company’s growth, however, brought some demands related to internal processes and, by developing a tool that would guarantee a more agile flow within IXC Soft, solutions were created for several pains faced by entrepreneurs and managers from different market niches.

With an excellent product in hand, in 2019 IXC Soft launched ¡Hola! Suite, an omnichannel platform that unifies service channels and offers users numerous advantages.

¡Hola! Suite and service management

Among the areas that have evolved the most technologically in recent years is, without a doubt, communication.

The popularization of smartphones and, consequently, of applications for sending and receiving text messages, images, audio and video, caused a revolution in interpersonal communication, whether for personal matters or for business relationships.

And it is for the latter that ¡Hola! Suite arrived in the technology market to facilitate both the service and the registration of this exchange of information.

Customer service and satisfaction

When other forms of contact with companies were added to the fixed telephone – initially with e-mail and later with mobile telephony and low-cost messaging services – the volume of calls increased considerably.

And, the larger the company, or the more products or services it offers, the greater the number of tickets it receives. Add to this extra volume of requests, the multiplication of channels through which they arrive – WhatsApp, Telegram, Facebook, contact forms on the website, just to name a few.

Thus, the challenge is to maintain the quality of service, to ensure customer satisfaction, without increasing the number of employees or overloading those already working in the company, and, in addition, to record these services for possible future consultations.

Again, that’s what ¡Hola! Suite was developed.

Features that matter to the market

The ¡Hola! Suite was developed by IXC Soft to ensure agility in the flow of the company, including communication between employees and also with suppliers, prospects and customers.

Due to the complexity of the internal demand, the software accumulates several functionalities that are of interest to the market in general, such as the quantification and qualification of the different types of contact – suggestions, complaints, compliments or doubts –, the generation of reports, the recording of assistance – date, time, requester, attendant, request, forwarding.

So the ¡Hola! Suite was restructured to serve other segments and revolutionize business service, as it facilitates the management of calls, improves procedures, establishes standards in communication with different audiences and guarantees the satisfaction of those who contact the company, whatever the reason. .

To learn more about ¡Hola! Suite and the advantages it offers to improve your customer service experience, click here. 

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