Author: Belltech

Nowadays all businesses are in constant evolution, where their focus is to ensure convenience for all consumers. Users are looking for a comfortable way to solve their inquiries without having to go through tedious processes. That is why, next, we will know what self-service is for in a company, in addition to some important points about its general functionality.

What is self-service?

It is a process through which the customer, when wanting to purchase a product or service, can solve doubts regarding his purchase in an autonomous way; that is to say, without the need to enter into physical contact with the company. The focus of this type of platform is to improve the overall consumer experience independently from where the customer can be.

Knowing what self-service is for in a company allows marketing and advertising strategies to lead as many customers as possible to a personalized and comfortable service. In this aspect, self-service has stood out for being extremely useful, since it reduces response times and increases sales in the long term.

What is self-service for in a company?

Some of the advantages provided by self-service in companies include the following:

• Minimization of overhead costs. By eliminating traditional service channels and changing them to a digital format, modern companies have shown savings of 30% in their general capital.
• Optimized time. With today’s technological development, online users require quick and concise answers to their questions. Therefore, by implementing a self-service system, the consumer’s initial interest in making a purchase is maintained.
• Prolonged availability. These virtual platforms remain active 24 hours a day, since most of them operate through the use of cloud servers. This, in addition, provides a personalized and reactive level of attention to the customer’s needs.

What is self-service for in a multinational company with varied services?

When it comes to defining what self-service is for in a company with international coverage, we have the following points to highlight:

• It molds to the type of culture and communication style of different regions to create a much closer and more reliable company-consumer relationship.
• By adding automated systems, international self-service is optimized through feedback.
• Booming self-service offers greater power to the customer by providing self-sufficient tools with which they are able to place greater value on their personal time.

How and why have companies migrated to self-service?

To know how and why companies have migrated to self-service, we must study the current business landscape. According to analyses carried out by international agencies, at least 70% of online consumers want to resolve their queries independently.

Companies have chosen to invest in more sophisticated web-based customer service technologies, especially because they are easy and less costly to maintain over time. In addition, it allows the hiring of trained personnel throughout the world, thus creating a much more extensive coverage.

Another determining factor in how and why companies have migrated to self-service is how they access this type of technology. Most businesses have opted to install dedicated servers and create automated live text chat software to meet the needs of their customers.

Other self-service options include self-service totems or self-service modules. These, for example, can be found in retail stores, banks, medical centers, pharmacies, supermarkets, among others.

In Belltech you can find various hardware and software to implement self-service in your company. We offer you the support and advice you need to carry out a solution like this. We invite you to leave us your details in our contact form and an agent will contact you in less than 48 hours.

Conversational artificial intelligence is a technology that uses data, processes language in a natural way and develops automatic learning to engage in text or verbal conversations. In this article we will see its main features and advantages. As a preview, it is important to know that for companies the use of this tool saves time and money.

Characteristics of conversational artificial intelligence

This technology can recognize human communication patterns to engage in conversations in a natural way. This way, users can have an organic, positive experience and social interaction.

Questions may arise at this point about how well these systems work to achieve good results. The answer is that conversational artificial intelligence is the result of the convergence of years of development in voice assistant technologies.

On the enterprise side, conversational artificial intelligence is seen, for example, in different virtual assistance software. This type of software can understand even the most complex queries in a natural tone using artificial intelligence, thus providing fast and efficient responses to customers.

Conversational AI technology is a step up from what a simple chatbot can offer; where simpler chatbots can only answer pre-determined questions. A conversational AI simulates real conversations; with the ability to group topics and make connections between them to provide answers to complex questions.

How can this technology be used?

A customer service platform is one of the best places to apply these innovative systems. A bot equipped with artificial intelligence capable of engaging in real conversations can answer questions and handle complaints immediately and be available at all times.

Moreover, the use of bots in sales over simpler contact forms has proven to be more effective when aiming to generate leads.

Advantages of conversational artificial intelligence for companies

As we have already stated, this technology entails a number of benefits that companies can take advantage of. We list the most important ones below:

• Bots with conversational intelligence can build relationships with current or potential customers in a personalized way.
• Thanks to automation, it is possible to serve a much larger volume of customers or users in a cost-effective way.
• Through these systems it is possible to get to know customers better because a large amount of data is collected during the various processes.
• The response time is reduced and the satisfaction of the persons making an inquiry is increased.
• It frees up customer service personnel for critical or complex tasks.
• This technology is scalable and can work with hundreds of people at the same time. If necessary, demand peaks can be planned for.

Better communication with young users and customers.

Messaging app powered by AI of this type also enable better communication with young audiences. This is because the younger generation prefers chats or messages to telephone communication. On the other hand, the use of slangs or spelling mistakes are not an impediment to conversation.

At Belltech we offer different solutions based on conversational AI for your company. This way, it is possible to optimize your customer service department and improve the profitability for your company. AI is a technology that is causing an evolution in the communication channels of companies, do not hesitate to contact us with any questions through our contact form.

In recent years, customer service in companies of all sizes has become a constantly evolving factor. The implementation of new technologies and virtual platforms has allowed this area of service to adapt to the needs of any user. In this matter, cloud based contact center solutions have been a breakthrough in the way businesses interact with their customers. Below, we will delve into more detail about this solution and its general functions.

What is Cloud Contact Center?

This term defines a contact center platform that it is supported in a on demand, decentralized and online basis designed to maintain direct contact between the company and its clientele. It is a technology based on the use of virtual telephony on a large scale, allowing agents to operate remotely, offering contact options such as text messages or calls.

Tools of this style are characterized by storing valuable information on servers hosted in the cloud, which are available 24 hours a day, 7 days a week. Through these networks, the personal data of customers is kept safe with more sophisticated security measures thanks to the use of modern encryption methods.

Features of Cloud Contact Center

Among some of the features we can mention about the cloud contact center, we have the following:

1. Versatility. The expansion and ease of access to this type of technology allows companies to hire agents anywhere in the world.
2. Stability. Customer service servers make use of encryption structures designed to keep personal information out of harm’s way. In addition, the speed of data transmission is extremely high.
3. Diverse communication. By using a cloud contact center, a user on the network can easily switch communication options. With this, interaction can occur via calls, messages or video chat in real time.

Benefits of cloud contact centers

Some of the benefits of customer care modalities such as this are as follows:

• Lower logistical costs. By using cloud servers, companies typically reduce their administrative costs by 40%. This is because maintenance costs of such platforms is much more cost-effective in the long run.
• Better connectivity. The netcode implemented in this customer service platform allows for optimized communication at both ends. In recent years, improved connections have contributed to optimizing the response times of companies to their customers, ensuring higher sales.
• Convenience. It is estimated that at least 60% of users in the network make the affiliation to digital or general services through their phones. In this sense, customer service in the cloud allows people in Colombia, for example, to resolve doubts before making a purchase from a Chilean or Mexican company.

How can a Cloud Contact Center benefit my company?

By implementing a cloud contact center, businesses within online platforms can offer fast and secure customer service. In addition, it contributes to generate a higher level of trust in the long term, especially in younger audiences. Innovation is a growing trend within all customer based industries, so investing in an improved customer service platform will bring benefits in the future as the quality of your customer experience increases overall.

In Belltech we offer contact tools to improve consumer experience for all businesses. We have a wide range of services that will facilitate fast and efficient real time connection between agents and users within the platform. Contact us through our contact form!

In an increasingly technological world, evolution has been key in a certain sense, especially in terms of self-service technologies. This type of technology has contributed greatly to improve customer service on companies through all industries.

What are self-service technologies?

According to Research Gate, “self-service technologies (SST) are defined as technology interfaces that allow customers to produce a service without the direct involvement of employees.”

The world of retail, banking and customer service are sectors that have pioneered in the implementation of self-service technologies; effectively benefiting from the new “robots”. We see machines that help us to obtain an queue, avoiding long lines, taking advantage of the precise information given by artificial intelligence system; machines that help us speed up our shopping in both retail stores and supermarkets; machines that help us with orders in the reception and shipping of parcels or packages.

Regarding the evolution of self-service technologies in Latin America, we can refer to the example of Chile, a country that has experimented a substantial growth in digital transformation overall and the use self-service in all kind of business; according to Marcel Goic, an industrial engineer from the University of Chile, director of the Center for Retail Studies (CERET), the inclusion of the evolution of technologies in the Chilean market has been solved thanks to:

1. Automation, which has proven to be effective in margin reductions motivated by stable cost reductions.
2. The progress of digital channels.
3. The evolution of artificial intelligence (AI), which facilitates machine interaction in less structured situations.

How does self-service hardware benefit your company?

The implementation of self-service hardware implies an evolution of physical stores towards improving customer service. This is because employees can dedicate themselves to more critical tasks. In this way, it is possible to produce greater customer satisfaction at a lower cost.

According to the above, it is possible to influence customer satisfaction with certainty. Improving also customer loyalty and preference of self-payment or self-service at retail outlets or branches; this marks a positive trend in interactions of subsequent users based on different attributes such as: speed, ease of use, control, reliability and enjoyment.

Certainly the planning, execution and control of hardware operations to sustain these desired standards is based on first class professional services, that provide operational continuity of all services, monitoring management, predictive support teams and on-site attention.

Undoubtedly, the successful use of SST (Self Service Technologies) can “bind” consumers to a supplier, representing a feature that differentiates a retailer from the competition.

If you found this content interesting and want to know more about SST, self-service or self-payment and the base technology solutions for its development and how to apply it in your organization, in Belltech we will be happy to support your Digital Transformation projects. We offer you the support and advice you need to carry out a solution like this. We invite you to leave us your details in our contact form and an agent will contact you in less than 48 hours.

WHAT SHOULD NOT BE MISSING IN PLANNING FOR 2022

We start a new year adding knowledge under the “new normal” we have been experiencing in recent times, one that brought the loss of some freedoms and new necessities to be considered; both for the consumer and for small and large companies.

The world keeps rolling and as always, we must evolve and adapt to new paths to better and more efficiently support the choices and needs of our consumers, focusing our 2022 strategy on solutions that encompass all possible points of contact with the customer.

In our last edition, we talked about the technologies that would be key to keep up to the evolution of customer needs and we concluded that it is not possible to ensure success without a good Omnichannel strategy. Today, having well designed and interconnected contact points is a must.

“Omnichannel” is a concept that seeks the unification of all service channels, ensuring that the customer can interact and communicate through the medium that suits him best. It differs from “multi-channel” in that the objective of the latter is to make the presence of a company/brand available in different channels, but each channel is managed autonomously and separately, giving rise to many problems in the flow of user interaction.

The objective of omnichannel is to stablish lasting relationships with customers by being scalable and adapting the channels or means by which it communicates, that is, moving from one channel to another according to customer requirements. One of the most important factors to achieve this is to keep the data provided by users constantly updated and without errors. This concept becomes key to developing customer-based strategies and improving their experience.

It is essential that the entire business plan reacts to changes in consumer behaviour and coordinates to deliver a unified experience with the same standards, regardless of the channel through which it is consumed.

Regardless of where the client is, the service will always be exceptional, based on a comprehensive experience.

When we talk about comprehensive experience wherever the client is, one of the most important banking entities in Chile, Banco Estado, demonstrates what this means. Recently, they have inaugurated their most remote offices with a self-service and “remote service” model. 73 remote locations; more than 400,000 people, the vast majority without a access to banking services in their communities, where most costumers often needed to travel to the closest town or city will now be benefited with access more than 155 operations, most of them in the form of self-service and others through a video call through contact with a remote Banco Estado executive.

This initiative not only adds self-service totems, but also, with face-to-face executive attention for certain procedures on scheduled days, in addition to the incorporation of ATMs. A variety of channels that will work synchronized towards omnichannel to satisfy the needs of its customers.

Likewise, the multinational company Falabella recently announced that it will invest close to US$700 million in 2022 according to La Tercera Pulso newspaper, where 60% of the resources will go to investments in technology and logistics, while the remaining 40% will go to expanding the network of stores in the different countries that the Retail company operates. One of its leaders, Domingo Lama – Country Manager Chile, shares through the platform “E-Commerce Institute” and its “Digital Commerce e-Líderes News” on YouTube about how retailer strategies evolved towards a unified commerce and highlights: “…We see clearly that there has been a tremendous evolution in terms of omnichannel strategies, going from multichannel where each of the channels did not have any conversation with each other, to an omnichannel focus that is a more unified version for the customer, how we communicate through our different media and how the pandemic accelerated this to us. In the case of Chile, e-commerce went from being 12% to 20% and even a little more. […] it is not only to appear to be a single business through the multiple points of contact on the front-end for the client, but also in the back-end, where the data, the processes, the stocks , the prices of the different products in the different channels are connected. We are in an era of omnichannel, the call is to unify systems to offer better experiences to customers” he concludes.

In the same way, Jose Ignacio Calle, Director of Omnichannel Transformation of Mall Plaza, completes the concept, and indicates: “…the client is not binary, the person is one as a whole and the brands must get used to the situation in which the client finds himself, it is not that the client interacts with a part of the business by connecting through a given channel, but with everything that is the company itself. The evolution in the operation, logistics and marketing, have to do with technology, but also with the organizational culture.

Domingo Lama (Falabella) adds: “…according to the data I manage, between 70% and 80% of consumers combine the purchasing processes between the online showcase and in store purchase – showcase and online purchase, even showcase, online purchase and in store return. Customer interactions are becoming increasingly complex, so the need for companies to be Omnichannel and offer unified solutions is growing.”

Both agree that the evolution of companies includes an omnichannel approach that leads to a unified commerce process, the transformation of companies towards an omnichannel approach will only continue growing and developing, that does not mean having more channels, but rather being tightly connected with each other. other. Information is only one, so that more than connection alternatives, we must generate solutions for customers.

If you found this content interesting and want to know more about Omnichannel strategies and applications for your business, in Belltech we will be happy to support your Digital Transformation projects, offering you products, support and consultancy services you need to carry out your projects. We invite you to reach us out at https://belltech.la/en/contact-us and an agent will contact you in less than 48 hours.