According to the study Trends in Customer Service , carried out by Esker Ibérica in Spain, through the consultancy Godoy & Asociados, professionals in these departments are immersed in a great change that began years ago and which has a long way to go. Specifically, 100 heads of Customer Service departments from as many Spanish companies were consulted.
The change in question is related to the content austria email list of their activities, which has moved from a reactive logic to an eminently proactive logic , aimed at anticipating the actions and demands of customers. As a result, Customer Service managers now demand a more comprehensive relationship with their interlocutors, covering all the company's relationships with them. For this reason, they require greater control of the information regarding the interaction that the company maintains with each customer. And they say they need more and better technological means , in two directions: automation of processes and better document exchange systems.
According to the study, 80% of Customer Service Departments manage customer orders that are received, and 90% deal with complaints. Other processes they are responsible for include customer billing (67%), sales administration (56%), logistics (47%), non-payment control (67%) and debt collection management (32%).
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However, 80% of those surveyed say they have problems with the documentation they handle for these tasks (duplications, loss of information and other incidents), which are attributable in most cases to the company's own organization, technology, lack of automation and the volume of documents to be handled.
As regards technology, none of the companies participating in the study say that they have automated all the tasks related to their Customer Service activity. 34% say that they have automated more than 50% of their operations, while 40% acknowledge that less than half of their tasks can be considered automated. The main obstacles they point to are the lack of standardisation of processes, as well as technical, organisational or budgetary aspects.
