Of course, all these processes benefit greatly from the use of technology.

The organization needs to conduct a thorough diagnosis and draw up a careful plan to choose the best tools capable of delivering the expected results.

Olos has the ideal solution for companies that want to maximize the omnichannel experience.

The OlosChannel platform allows for unique configurations according to the company’s needs across various channels, such as chat, phone, email, and WhatsApp.

All this with the added advantage of centralizing consumer data and interaction history, which allows for more agile and personalized service.

Using the information collected, your business will be able to offer more relevant products and information to customers, improving your interaction with your target audience and achieving higher levels of customer satisfaction.

All this through the integration and humanization of customer service, allowing all customer contact to be aligned with the best and most innovative practices in the market.

Learn about this and other Olos solutions by contacting one of our consultants:

Listen to your customers and strengthen your brand

In a hypercompetitive business environment, understanding and meeting customer expectations has become crucial to the success of any business. After all, everyone appreciates being heard, respected, and represented.

This is the approach behind voice of the customer (VoC), a technique that aims to collect and analyze information about the target audience to improve their experience with the brand.

The concept is increasingly prominent in the market as a methodology that allows companies to understand consumers’ needs and expectations regarding a brand.

Based on this understanding, it is possible to implement improvements in processes and products, increasing satisfaction, generating greater engagement with the brand and, consequently, more business opportunities.

By listening to consumers, companies can identify points that are not adding value to the product and errors in internal processes, which generate dissatisfaction and friction in the purchase journey, among other important aspects to ensure good results.

In this article, we will explore some effective strategies to help organizations harness the power of the customer voice.

Conduct comprehensive market research

The first step in understanding the voice of the customer is to conduct research. You need to have a deep understanding of what buyers want and need. Use surveys, focus groups, and online platforms to gather information about your target audience.

Once the data has been collected, it is time to analyze it to gain insights into what drives consumers and shape your business strategy accordingly.

It is important to remember that, according to a survey by HubSpot, 64% of customers expect personalized experiences, and this is only possible through the collection of relevant information.

Use social media appropriately

Social media is an indispensable tool for businesses seeking to connect with customers. According to a study by Hootsuite, 45% of consumers use social media to express complaints about brands.

Monitoring social media platforms such as Facebook, Twitter, and LinkedIn can provide vital information about your target audience, such as their profile, interests, needs, and main complaints. To take advantage of this information, it is important to have customer sentiment analysis tools and identify behavior and response trends.

This data can be used to tailor offers, campaigns, and interactions, enhancing the brand experience.

Implement feedback channels

Take advantage of the various points of contact with customers to gather feedback. Implement online forms, email surveys, and suggestion boxes to encourage consumers to share their thoughts and suggestions.

A good idea is to invest in live chat support, telephone surveys, and interactive social media campaigns.

Try to offer valuable rewards for honest reviews and feedback from buyers that will help improve processes and products.

Analyze customer interactions

Customer support interactions are a valuable source of data. Analyze emails, chat transcripts, and call recordings, for example, to capture information about recurring issues, complaints, or suggestions, and seek to implement definitive solutions.

Look for patterns and common themes to better understand what customers want and where improvements can be made. Use tools such as natural language processing to identify sentiments and extract insights that can guide important business improvements.

Rely on collaboration

All of this only works if the change is complete. Therefore, it is important to promote collaboration between different departments, ensuring that everyone is working together to meet customer needs.

This means that the customer-centric approach must be part of the core business and corporate culture. Such alignment can be achieved through regular meetings, training, and clear communication of objectives and goals.

Finally, it is important to remember that discovering the voice of the customer is an ongoing process and that consumer expectations are always changing. Therefore, organizations must be willing to adapt and evolve to meet the ever-changing needs of buyers.

Olos Tecnologia can help businesses listen to VoC with its solutions, managing customer feedback collection, analyzing various data, and implementing processes to improve the customer experience.

The Olos Tecnologia management platform is prepared to handle data analysis and satisfaction surveys and helps identify trends and patterns through detailed reports, generating more agility and productivity for businesses.

To learn more about our complete portfolio, contact us: