Essential Opportunities for the Customer Interaction Now

Many times companies do not know how to relate to the customer in the right way. Not because they are not interested but because on many occasions they do not know how to do it and they do not have the necessary tools. In general, companies carry out a series of strategies aimed at raising the level of knowledge of their customers and approaching them, in order to be able to offer them what they are looking for at the right time. However, they do not always succeed.

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The problem is that the current client demands that the relationship with the brand be bidirectional, that they be listened to and offered a personalized and immediate response to their doubts or demands. The 21st century customer demands good treatment, feeling well cared for. Request to be served by various channels -from the phone to the web through social networks; In addition to maximum transparency and, of course, you do not want to know why the service fails or is not operational, at the same time that you demand that you apologize, make up for it and thank you for the feedback. In case of Customer Interaction this is essential now.

·       In this sense, Miguel Parra, Director of CX Business Development, Oracle believes that "most companies have already got the message, but there are others that still continue to relate to their customers using the parameters of the 20th century, without onmichannel, transparency and speed. If all the companies had the appropriate technology to know more and better the preferences, needs and tastes of their customers, their experience would improve enormously, and they would be more faithful to the brand.”

The experts affirm that “companies still face the challenge of applying omnichannel strategies, one of the main foundations for a good customer experience. This implies a change of mentality in the work teams, greater investment, greater integration of software and better analysis tools. The client expects to be offered a solution regardless of the channel through which they decide to interact with the company. Increasing the number of channels and managing them successfully is a very complex challenge, which can only be implemented through appropriate software technology. ”