Cross-channel customer service: managing touch points for businesses
As of January 1, 2023, waste collection and transportation operators must have been equipped with at least one totally free toll-free number and must have made it available to users for the purpose of receiving information and requesting assistance. Contextually, these enterprises must have equipped with an online counter or web chat.
This is stipulated in the Jan. 18 free 15 published by ARERA, or the Energy Networks and Environment Regulatory Authority. The text entitled “Regulation of the quality of the municipal waste management service” envisages the introduction of a set of contractual and technical quality obligations, homogeneous for the various managements and flanked by quality indicators and related general standards differentiated by regulatory schemes.
Therefore, companies operating in the sector have had until a few weeks ago to comply with this legislation by establishing online and offline points of contact in order to improve the management of the flow of requests from users with reduced wait times. Some entities that have complied with the requirement, however, may need cross-channel customer service specifically to handle the new points of contact.
Customer support services offered by INGO
For more than 20 years
INGO has been in the business of offering cross-channel support services
, ranging from remote switchboard to help disk available 24/7 mode to customer service.
Customer Care & Help Desk
It is crucial for companies to provide their customers with quick and timely responses. INGO’s specialized operators are able to offer dedicated consulting support, which is useful for increasing consumer satisfaction, an increasingly important factor for businesses. Our contact centers operate 24 hours a day, 365 days a year; the service is modular and it is possible to define the level of management to be entrusted to the outsourcer; contact center specialists can be trained to handle very technical interactions.
Front desk and switchboard
INGO’s services are designed to offer a professional and empathetic response to the corporate switchboard. Thanks to our professionalism, you will be able to assure your customers of constant supervision, which includes managing interactions by transferring calls to fixed or cellular numbers, as well as compiling a message in case of no answer. Telephone traffic costs are reduced and various processes are streamlined through advanced management. Operators respond in a timely manner, reducing wait times. The service is available 24 hours a day according to the needs of the company.
INGO also offers the XCALLY platform, the omnichannel software used by more than 30,000 agents in more than 60 countries around the world to manage customer relationships quickly: all requests will flow to the platform, regardless of the channel the customer uses to make their request (e-mail, SMS, social networks, phone calls, chat, instant messaging), and so the agent can manage them directly from a single platform.
WitiOp and Acute
WitiOp enables real-time contact interactions on WhatsApp through customer operations. XPlany is knowledge management software that facilitates those who provide customer support.
Learn about our customer support services
Thanks to multichannel and its own technological innovations, INGO is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For more than 20 years, Made in Italy has been serving the customer experience.