A comprehensive vision: Three-dimensional experience

AN INTEGRAL VISION: Tridimensional Experience

October 24, 2023

AN INTEGRAL VISION: Tridimensional Experience

Let’s reflect on how customer interactions were managed a few years ago. Collections, customer service, sales, and communication on social media were moments that often generated anxiety and frustration. Today, however, expectations have changed; people seek positive and meaningful experiences in every interaction with brands and companies.

DIMENSION I: Analytics

Analytics goes beyond traditional reporting. Instead of limiting itself to superficial data, it is crucial to dive deeper into understanding customer behavior.

This means analyzing effectiveness by channel and time slot, as well as cross-referencing conversion rates with demographic characteristics and preferences. Thanks to advanced tools, we can now capture the «voice of the customer,» enabling us to create archetypes that guide more personalized and effective service strategies. At the 20th International Congress on Credit, Collection, and BPO, Nexa shared the new vision of collections: Tridimensional Collection. Thus, we decided to consider this new vision more comprehensively across all services: The Tridimensional Experience.

DIMENSION II: Digital Solutions

The integration of digital and omnichannel tools is essential in all areas. The ability to contact the customer through multiple channels and record each interaction significantly enhances the experience.

Tools like chatbots, self-service apps, and CRM platforms are becoming indispensable. However, it is crucial to use analytics to identify the most appropriate tools for each customer segment, ensuring effective and seamless interaction.

DIMENSION III: People

PEOPLE ARE THE HEART OF THIS PROCESS.

Whether in collections, customer service, sales, or social media management, understanding customers and knowing their needs is fundamental.

This involves building teams with skills in empathy, communication, and problem-solving, as each interaction must be humanized and focused on building trust-based relationships.

The key to success in these three dimensions lies in their interrelation.

Analytics, digital solutions, and a focus on people allow us to view integrated management as a collaborative journey, where every interaction, whether positive or negative, becomes an opportunity to improve the customer’s connection with the brand.