To serve more, better, faster, with greater efficiency…and that's not all: automated serviceIs it possible? The more conservative among us will say that automation could harm the quality of your services! But we'll prove to you here that it is indeed possible: Reduce complaints with automated customer service.Find out how!
The Telecom sector and complaints
Internet down and angry customers on hold waiting to be helped! Customers looking for a duplicate bill that never arrived! Or customers wanting technical support help in an endless queue! There's no point in suggesting customer satisfaction surveys after these interactions – the result can only be one thing: dissatisfaction, complaints, chaos!
Historically the Telecom sector – together with Credit cards, banks and financial institutions, air transport, and health insurance are among the sectors with the highest number of complaints in the market.The high concentration of customers, along with advanced technology and complex operation, contribute to this low rating.
But there is light at the end of the tunnel, or, if you'll pardon the pun, "light at the end of that fiber optic cable!"
Decrease in complaints
According to data from Consumidor.gov, the Telecom sector now in 2022 it reached complaint index of 89.3%, which represented a a drop of 4.9% in complaints compared to the previous year.
The index surpassed other sectors with the highest number of complaints, such as e-commerce, banks, and airlines. The significant drop, unique to this sector (and e-commerce in particular), raised market curiosity and questions about the hypotheses that led to this improvement.
SART
Actions of Telecom companies within the Telecommunications Self-Regulation System (SART), with intensive work in improving the relationship with the consumer represents one of the justifications for the reduction in complaintsThe "Do Not Disturb" platform, for example, which allows users to block calls and telemarketing messages, is a valid attempt at self-regulation, well-regarded by users and the market.
Automation and modernization
But perhaps the main thing The reason for the drop in complaints lies in the attention and massive investment by Telecom companies in the modernization and automation of their call centers!
Second Marco Ferrari, Executive President of Conexis Brasil Digital (an entity representing the operators), “the work done by companies to improve the relationship with the consumer, with Investments in service delivery, but also in customer service channels."It has been effective, and the result is a drop in complaints across all platforms."
By investments and modernization, understand: Intelligent call centers, unified digital communication, chatbot integration, and process automation.You'll receive better, faster, more efficient service, and have a greater chance of surprising and pleasing your customers!
RPA – Robotic Process Automation
Here at Matrix, we work and develop our solutions with focus on the RPA model (Robotic Process Automation)or in Portuguese, Robotic Process AutomationOur platforms are intended not to replace humans or eliminate jobs, but to streamline technical and mechanical functions, which are now monitored strategically by companies – this means Less repetition, more assertiveness, and more free time. to focus on what really matters.
Interested? Want to learn more about automation and Matrix platforms in Brazil? Talk to a consultant and find out more: 0800 604 5555
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How to retain customers for your ISP?
