WhatsApp is used by 92% of Brazilian companies for customer service
Customer experience is directly linked to satisfaction and loyalty rates, and we can say that service plays a big role in this area. Offering agile and simple communication whenever the consumer needs it is one of the most essential ways to encourage new purchases. The OTRS Spotlight: Consumer Service survey , conducted by OTRS Group in partnership with Pollfish, interviewed 500 service executives in five countries to understand how companies are working to serve well and keep customers happy. The numbers show that, in the world, email is still the most used channel for customer service. The global average of data collected in Brazil, Germany, the United States, Mexico and Singapore shows that email accounts for 80%, followed by telephon), Instagra, Twitter (15%) and, finally, LinkedIn (15%). When we only take Brazil into account, however, the enormous popularity of WhatsApp – the app is installed on 99.2% of working cell phones – shows its effects on relationships between brands and consumers. The platform is, by far, the most used channel by customer service employees to communicate with customers here. The messaging application is used by 92% of agents , according to data from the OTRS Spotlight: Consumer Service survey.The report also sought to find out about the technology behind the service. In the five countries interviewed, 77% of executives stated that they use self-service channels. Through this solution, 68.6% say they managed to increase customer satisfaction. Meanwhile, 44% believe they have more time to communicate with customers. Among the benefits of adopting self-service, 23% registered fewer queries and 19% consider that they reduced the customer turnover rate. In Brazil, 89% of the companies interviewed recognized the added value of self-service tools. A higher number than that recorded in Industry Email List the United States (83%), Singapore (77%), Mexico (73%) and Germany (63%). Consumers expect nothing less than speed and consistency. This is a significant difficulty for rapidly expanding companies, as accurate information must be shared with all employees in a short amount of time. Automated workflows eliminate bottlenecks and are great alternatives for scaling customer service, helping to prevent errors and increase productivity. In this sense, the research showed that 17% of companies are prioritizing the optimization of internal processes, while 24% stated that automating internal processes was more successful in helping their organization communicate better with other departments.
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The point here is that, surprisingly, knowledge on the part of the agent is not the most important factor in providing excellent service. Only 16.82% of respondents consider this an important factor. Instead, companies are equipping their customer service representatives with resources and channels to help them get solutions more quickly and easily. What to do in your company Emphasize the importance of customer satisfaction Take time to teach the support team, provide ways for the customer service team to exchange feedback with the product team, and encourage teams to use your products so everyone can understand how their work impacts the company's long-term connections with consumers. Establish a knowledge base Create a database that customers can search to learn more about the products you provide, company policies, common problems, and how to resolve them. Agents will also benefit from this strategy, after all, they don't need to remember everything if they can locate it quickly. Examine escalation paths As we have seen, automation is the best way to provide fast and consistent customer service on WhatsApp. If you want to offer agility without losing quality, it's time to get to know ChatGuru.
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