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14 January 2024Industrial machines for printing on multimaterial
14 January 2024Development of automotive components with composite materials
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Multichannel solutions for smart customer dialogue
The ways in which organizations interact with their customers have experienced a marked evolution toward digital technologies in recent years.
Customers are highly segmented, first and foremost by factors such as age and communication habits, resulting in the need for companies to re-design and implement new and more versatile communication strategies.
The trend concerns both inbound customer care services and outbound proactive proposal services, aimed at effectively conveying business proposals or information campaigns.
Competitive pressures are forcing companies to optimize costs allocated to the contact center and use operators' time for higher value-added activities.
In this scenario, it is crucial to dialogue with the customer by pandering to his specific habits, allowing him to choose the touch point most congenial to him in the first place.
Therefore, the challenge is to organically provide and manage a wide range of communication channels, with the goal of using them synergistically through a single workflow.
The traditional voice channel is complemented by other solutions such as WhatsApp, Telegram, SMS, Web Chat, E-mail, Videocall... not to mention self-service options, in the form of chatbots and voicebots, which allow the customer to take advantage of a variety of services independently.
The challenge is twofold: while there is a need to meet the habits of different types of customers, organizations must also equip themselves with tools capable of communicating across a multiplicity of channels while maintaining information availability across the board.
The data must be made available in an intelligent and timely manner so that it can be used to trigger appropriate actions and carry out constant monitoring of the performance of delivery of the various services offered.
MGE provides smart multichannel solutions, through which the company can better interact with its customers, thanks to the complete control of strategic factors such as:
- Management of all channels with a single workflow;
- Enhanced customer experience by being able to instantly switch from one communication channel to another based on circumstances;
- Comprehensive management of Inbound, Outbound and reactive Outbound services;
- Self-service solutions(chatbots and voicebots);
- Ease of use;
- Integration with leading CRM solutions;
- Comprehensive monitoring through the Live Dashboard and the Historized Data Dashboard;
- Agent calendar management and Workforce Engagement.
