Detailed history This is quite tiring, isn’t it? Having to repeat the same information over and over again makes us see the service as less effective and even makes the competition look brighter in our eyes.
On the company’s side, something costly also happens. After all, customers are lost, processes become slow and unprofitable, not to mention the team that may experience stress and lack of alignment that can be easily resolved.
Therefore, it is important to implement a digital service system that has an easily accessible conversation history, which, in addition to being omnichannel, guarantees the security of customer information, preventing leaks and ensuring privacy.
The pains of Digital Service without a conversation history
The lack of a conversation history in digital customer service creates a series of problems that directly impact the customer specific database by industry experience and the efficiency of operations.
Without a record of previous interactions, agents are forced to restart the customer journey with each contact, resulting in repeated information, increased problem-resolution times, and customer frustration.
Furthermore, the lack of a history makes it difficult to identify behavior patterns, personalize service, and make strategic decisions based on data.
The direct consequence is the loss of sales opportunities, decreased customer satisfaction and increased operating costs.
The importance of online conversation history with customers
The history of online conversations with some popular agile methods customers is an invaluable asset for any company looking to offer personalized and efficient service, whether on WhatsApp, Instagram or any other channel.
By having access to all previous interactions with a customer, companies can:
- Personalize service: by knowing the history, agents can offer more precise and relevant solutions, demonstrating that they understand the customer’s needs and preferences.
For example, a customer who has already expressed interest in a particular product may receive personalized offers or information about related new releases.
Speed up problem resolution:
By having access to previous information, agents can resolve issues more quickly, avoiding the need for the customer to repeat information or explain the situation multiple times.
- Identify sales opportunities: History korea businesses directory can reveal cross-selling or upselling opportunities by identifying complementary products or services that the customer may be interested in.
- Improve customer experience : by offering more personalized and efficient service, companies increase customer satisfaction, creating customer loyalty and encouraging referrals to others.
It is worth remembering that this history can be advantageous for stores selling various products, supermarkets, clinics and hospitals, real estate agencies, law and accounting firms, in short, for anyone who wants to benefit from:
- More organization, agility and resolution with the client
- Good omnichannel service
- More assertive marketing campaigns to offer upsell and cross-sell
And much more.
You may also like: How to centralize conversations on WhatsApp? Learn how to be more organized and agile in customer service
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By centralizing all conversations on a single platform, Huggy facilitates customer service management and ensures that all information is always available to agents.