- Reading time 2 min
Interaction traceability: the power of knowing your users
Get to know your users and their needs!
The interactions you have with your audience through your contact personnel, whether they are agents or bots, are a valuable source of information to know their direct needs and, even more, to create opportunities for innovation in your company.
The feedback you receive from your support channels is key to achieve continuous improvement in your products and services. It is well known that understanding a positive or negative interaction contributes not only to improve your internal processes, but also the development of products and how they are communicated to the public.
Now, have you ever wondered if you have records of all these important moments with your customers?
In our solutions, we offer you the possibility of accessing the complete traceability of the conversations that occur in your different digital channels, along with the responses provided by your agents. Whether communication takes place via email, chat or social media posts, each interaction is recorded as a fluid conversation, giving you a comprehensive view of your customer service processes.
Our system also includes access to texts or multimedia content shared during the interaction, from the beginning to the closing of the ticket. This way, you won’t miss any relevant details.
In addition, you will be able to identify the agents who participated in each case and when they were assigned, which will allow you to analyze the effectiveness of your team and their performance in resolving user problems.
All this valuable information is centralized in a single system, providing you with a simple and organized view that will allow you to make better and faster decisions and identify in time any important situation that may arise.
Imagine the power that marketing, sales or support managers will have when they have this depth of knowledge about each case. They will be able to thoroughly understand users’ needs and concerns, and make more appropriate and personalized decisions based on this information.
At OneMarketer, our platform is designed to give you the ability to optimize your approach and ensure an effective, personalized and truthful source of information. Knowing your users intimately will allow you to connect with them on a deeper level and offer solutions that truly meet their needs.
If you would like to learn more about our solutions and how we can help you improve your relationship with your customers, feel free to write to us at email@example.com. We are excited to collaborate with you and take your company to the next level of customer service excellence and look forward to starting this exciting journey together!