In an era when corporate or personal customers are increasingly looking for differentiated experiences when purchasing products or services, quality of service as a factor for business growth is very important. Let’s talk here about how we, at Fortics, have helped our customers in this mission.
In an era when corporate or personal customers are increasingly looking for differentiated experiences when purchasing products or services, quality of service as a factor for business growth is very important. Let’s talk here about how we, at Fortics, have helped our customers in this mission.
Service quality as a factor for business growth
We, at Fortics, are dedicated to offering platforms that increase customer service capacity since 2006, when we launched the telephony solution based on IP Fortics PBX, named, at that time, LisPBX.
Due to our commitment to offering solutions that are always in line with current market demands, in mid 2016, we presented the online service platform Fortics SZ.chat, initially called Fortics SmartZAP, which today brings together in one professional service for WhatsApp, Facebook Messenger, Instagram Direct, Telegram, Teams (Microsoft) and WebChat (Online Chat).
Thus, we deliver to our customers the most modern concept of Online Contact Center, providing them, as we said above, the quality of service as a factor of business growth. We will explain more about this from this point below:
The quality of service as a factor for business growth in several channels with the same experience
When we talk about providing our customers with the possibility of providing an Omnichannel service, we are saying that they will be able to offer their customers a service with the same experience, regardless of the channel in which they are served.
An example: The customer needs to obtain a duplicate ticket from his company and has only the CPF or CNPJ number in hand. He will be able to call the service center and be served by a Fortics PBX IVR or access channels such as WhatsApp, Facebook Messenger, Telegram or even WebChat on his website and be served by a smart bot.
From the CPF or CNPJ, he will interact with our system which, integrated to your company’s ERP, will deliver a PDF or barcode for the payment of the bill required by the client.
This is just one of the examples of automation and integration of our platforms with legacy technologies from your company. Other examples are:
Purchase order status;
Status of attendance protocols;
Scheduling appointments or visits;
Service availability situation;
Notice of payments made etc.
Read the article: 5 benefits of automation with WhatsApp
In addition to the services provided in an integrated manner with systems, we also have two major areas that involve the quality of service as a factor of business growth provided by our platforms:
Service provided by a human attendant – Whether by telephone or online, your attendants will work on a platform that aims to increase the quality and speed of this interaction. They will have the ability to carry out their work in a more assertive manner to give their customers a great human service experience;
Services performed by artificial intelligence – Artificial intelligence is an excellent answer for companies that want to scale their operational capacity in service. Our online service platforms allow our customers to create advanced automations using artificial intelligence and machine learning, so that the customer is served in an automated way without losing the human side of that connection.
Note: Fortics is widely known for its ability and willingness to integrate our platforms with customers’ legacy technologies or market systems used by them. We know the importance of this issue for automation and scale gains in operations.
Profitability and humanization are two major objectives
Can profitability and humanization of care go hand in hand? We say yes! They are highly necessary, as all of our clients work under pressure to deliver more results to their directors and partners, but the increase in profitability can happen in communion with the humanization and quality of service as a factor of business growth.
First, talking about profitability, it can be achieved using our platforms that, for example:
Assist customers to reduce telephony costs by making better use of contracts with operators (Fortics PBX) or manage telephony costs and their main users in companies (Fortics Analyzer);
They increase the productivity of telephone attendants from dialing automations (Fortics PBX) or provide online attendants that the same employee is in several simultaneous calls, which reduces the need to have many professionals in an operation;
Increase the capacity of sales assistance, since they offer, in the same platform.
Data management and operation control at all times
An old advertisement already said: “Power is nothing without control” and we, at Fortics, believe in it a lot, so we invest heavily in the delivery of management tools for our platforms that take the quality of service as a factor of business growth.
This delivery of possibilities for managing and monitoring the results of the operation can happen in examples, such as:
KPIs and Dashboards – All solutions have panels with online / real time data on customer service operations, so supervisors and managers, and even directors and entrepreneurs, can follow important service operation indicators from anywhere with an internet connection , to make decisions with the shortest possible reaction time;
Monitoring and monitoring – We know that the training and development of attendants are constant, and in addition to the training in which our customers invest, it is necessary to carry out close monitoring and immediate corrections. For this reason, our tools allow managers to listen to calls in progress or view calls online, and, if necessary, make suggestions and corrections “hot” and silently, so that the attendant can approach their customers in the best way. possible way;
Reports and data export – The historical information of our platforms can be obtained through countless reports available in the service solutions or can be accessed by exporting basic information on which your company can be based for the generation of specific reports. We are data driven and we like to provide that for our customers as well.
Our specialists at your disposal
We defend, at all times, with our customers, the quality of service as a factor of business growth and we have several success cases that prove this issue. Click the button below and contact our team of experts!
If you already have a consultant or Fortics partner in your service, ask for more explanations on how to achieve the results we suggest here.
