Specialized article
How to improve customer service and incident management
There is a method to improve customer service and [...]
There is a method to improve customer service and make the incident management process more efficient. We tell you about it in this article.
Eva Mª Caravaca Rodríguez, founder of FeelQuality, says that "an organization that works is one that constantly adds value to its customers; it understands them, anticipates and satisfies their needs, their expectations and detects opportunities".
Improving the quality of customer service brings multiple benefits, such as making customers loyal to the brand. This can bring with it an increase in sales, since it would increase the frequency of purchase and the number of new customers captured by satisfied customers. It is also important to highlight the economic and time savings in the management of possible complaints or claims.
This is all well and good but... how do I get it?
Technology has an enormous power to facilitate people's daily lives, helping them in multiple processes. It is clear that in order to offer the best customer service, it is necessary to have access to useful information that allows you to make the best decisions. This real-time updated information is what will help you to improve the quality of your service.
However, as we cannot get into the mind of each person (although we recognize that it would be very nice on some occasions), what we have left is to analyze the information that they have decided to share with us. At Grupo Álava we work with one of the country's leading alarm and private security companies, incorporating Automatic Quality Management and Speech Analytics technology, which helps to achieve excellence in customer service and incident management.
This technology allows you to obtain real-time updated information on the level of satisfaction of your customers, very valuable for decision making. It also gives you the opportunity to measure the effectiveness and evolution of the corrective actions applied and the efficiency of the marketing actions implemented. This will allow you to improve customer service and incident management.
If you are interested you can contact us!
