Customer Service

Inbound Service

It’s the set of content you can create to effectively respond to your customer’s possible questions during the customer journey.
Unlike traditional customer service, where the focus is on solving problems, Inbound Service acts proactively, assisting your audience before issues arise.

Among the most common tools you can use are FAQs, video tutorials, and sequenced emails, among others.
Additionally, you can analyze in detail your communication with customers to make it easier to improve the experience you provide.
Some of the methods you can leverage include reports on closed tickets, customer satisfaction surveys, and representative productivity analyses.

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Automated Ticketing System

With this tool, you can receive all messages sent by your customers through your different communication channels in one single platform.
It helps streamline response times, track all interactions, and assign priorities and responsibilities.
Companies that use omnichannel support reduce customer waiting times by up to 75%.

Benefits of Inbound Customer Service

You can reduce customer acquisition costs, since this methodology focuses on retention and loyalty.
Keeping a customer costs less than acquiring a new one — and loyal customers can also become brand advocates.

A Knowledge Base is highly valuable because it allows your customers to access information whenever they need it, helping them resolve doubts or learn more quickly — without waiting for an agent’s response.

Content such as the Knowledge Base benefits your marketing and sales teams.
Sales can more easily answer client questions, while marketing gains insights to craft more relevant messages.

Your brand reputation grows, since effective customer service is one of the most valued characteristics among consumers today.

Knowledge Base Creation

A Knowledge Base is an online space where you can provide your customers with relevant and important information about your brand, product, or service.
It acts like an instruction manual and is extremely useful in helping customers find answers on their own — reducing the number of inquiries or complaints your team receives.

Implementation of Service Surveys (NPS / CSAT / CES)

According to Forbes.com, poor customer service costs businesses $338 billion annually worldwide.
Measuring your audience’s satisfaction with your product or service is key to offering a better experience and achieving greater loyalty.

NPS, CSAT, and CES are the three most popular loyalty metrics you can use — measuring customer satisfaction at different points of the customer journey:

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NPS

Measures satisfaction, long-term loyalty, and the likelihood of recommending your brand, product, or service.

CES

Indicates the level of effort a customer feels when interacting with your company — helping identify short-term issues that need improvement.

CSAT

Measures customer satisfaction immediately after a specific interaction or event.

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