The importance of having multiple integrated channels
With the desire to optimize and innovate, companies have focused on enabling multiple channels of contact and arrival to their customers. From websites, WhatsApp, social networks, phones to mobile applications, chats, robots, etc.
However, the importance of each operator or robot involved in serving that customer having access to the same information and in real time is being lost sight of.
Companies do infinite actions to collect information from their customers, but... What does the customer want? What the client wants is that this information be used to provide a better service.
If resources are used to request the same information from the client over and over again, but then the operators disagree with the information available and in real time, important means are being wasted.
Today, the integration capacity of the systems makes it possible to design architectures such that the information relevant to the operation can and should be available in real time.
Multiple different but disintegrated channels expose you to making mistakes and frustrating the client and your own employees, generating internal costs that you could have avoided.
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