When the Customer Experience Fails: A Journey towards Omnichannel with TEIN

The Problem: A Frustrated Customer

Imagine Laura, a frequent customer of an online store. One day, she has a problem with her order and seeks help.

• Tries to communicate via WhatsApp: no one responds.
• She calls the call center: she is transferred to three different agents and none of them know her history.
• Finally, he sends an email: they respond two days later without solving his problem.

The result: Laura feels ignored and decides to shop at another store.

The Challenge of Omnichannel: Let's not lose the fluidity of communication

Companies that do not effectively integrate their communication channels lose customers. Studies show that 73% of consumers expect consistent experiences across all channels. However, many companies still operate with disconnected systems.

Success stories

One of our clients in the collections sector, with high call abandonment rates, implemented the Smart Dialer and Intelligent IVR from TEIN Group. In just three months, they managed to reduce wait times by 40% and increase debt recovery by 20%.

How do we act at TEIN Group?

To overcome the challenges in Customer Experience, TEIN Group offers innovative solutions that transform customer interaction. Its omnichannel approach integrates all touchpoints, enhancing service with digital channels, IVR, and Cloud PBX. Additionally, the Smart Dialer optimizes calls, and emotion analysis with AI improves the experience, ensuring efficiency and personalization.

.