Contact Center in Mexico: What is it and what are the benefits of establishing one?
With the digital transformation and the growing increase in the use of technologies, such as smartphones, companies had to enter this business space and change various processes to continue serving and pleasing their customers. Among the brands’ new practices is the Contact Center in Mexico, which is nothing more than a new form of customer service. With this new tool, companies can become more present in the consumer’s life since they opened a more efficient and agile contact channel. In this text, we bring primary information about the Mexican contact center business model, in addition to explaining some of the advantages of using it.
What is a Contact Center?
In the past, it was necessary to contact the company by telephone, which in addition to demanding a greater number of employees responsible for the telephone service, also generated more friction and distance in the relationship between the consumer and the company. With the digitized world and the ubiquitous presence of smartphones, the contact center in Mexico has emerged. Facilities like this facilitate contact with brands, which can be done with just a few clicks. This service modality can be carried out through various channels, such as SMS, WhatsApp, social networks, and chat on the company’s digital platform, among other means. This range of possibilities makes communication more dynamic, easy, and optimized. In addition, companies can implement chatbots in the conversational channels used as a contact center in Mexico, which further streamlines the dialogue since these tools offer:
- 24/7 Service.
- Quick transfer to human service.
- Assertive and quick responses.
- Custom dialog.
- Data security.
- Support for multiple conversation channels.
- Improvement of the consumer experience.
It is worth mentioning that the interaction with the client can still take place by telephone. However, it is advantageous to offer new options through a contact center in Mexico that are better suited to the current technologies and allow the consumer to choose the medium they prefer.
Five benefits of establishing a contact center in Mexico
Now that you know what a contact center is, it is essential to understand its usefulness in your company and see if it is worth investing in making this investment. The five advantages of this service model are below:
Omnichannel is a trend that will be increasingly popular in the coming years. It will be necessary to implement it in competitive companies. Being present in different communication channels has become essential for brands, and with a contact center in Mexico, this becomes easier. Companies reap several benefits with a functioning contact center and, consequently, by adhering to omnichannel communication.
Consider the data given below:
- Companies with robust omnichannel customer engagement retain an average of 89% of their customers, compared to 33% for brands with low omnichannel customer engagement.
- There is a 9.5% year-over-year increase in annual revenue for companies with high omnichannel customer engagement, compared to 3.4% for brands with low omnichannel engagement.
Thus, investing in a Mexican contact center with various service channels increases profits and influences consumer loyalty.
Offering a good customer experience has become essential for the success of all companies since this directly affects sales growth and customer retention. According to a PwC report, 49% of consumers in Latin America abandon a brand after having had a negative experience. Therefore, investing in technologies and strategies that help improve the customer experience is essential to leverage results. Establishing a Mexico contact center is one of the practices that enhances the consumers’ experience since it facilitates customer service and attention and brings them closer to the brand.
Gather the information
Centralizing customer information in a database is possible by integrating the contact center in Mexico with a CRM platform. As a result, various company areas have access to consumer information such as purchase history, browsing habits, and previous contact with the brand. This facilitates communication with the client, in addition to the fact that the platform guarantees data security. Another advantage is using the information to personalize and optimize the dialogue with the client since the company has better and more in-depth information on the client’s profile.
Another great advantage of a contact center in Mexico is linking it to technologies that automate the dialogue with the customer, such as chatbots and IVR (Audible Response Unit). As a result, not only does the consumer experience improve since they receive faster and more assertive responses, but also the availability of the service increases. These technologies can send product tracking codes, duplicate receipts, and scheduling links. All of this can be done automatically without needing a human assistant.
Quick and easy service
According to a Hubspot study, at least 82% of customers believe immediate response is essential when buying products or talking to a seller. All this can be achieved by establishing a contact center in Mexico. As mentioned earlier in this post, this new customer communication model, in addition to being more practical and linked to a chatbot, becomes even more agile since it functions 24/7. That way, whenever the customer has a question, has product or delivery issues, and is having difficulty completing a purchase, the contact center in Mexico can help. This reduces any bottlenecks in customer service and dramatically improves customer experience.