Spinoco

Companies now face even more challenges than during times of Covid, according to McKinsey & Company's State of Customer Care in 2022. And they do so even though they have already invested significantly into improving their customer care and capacity.

Nevertheless, there are still great opportunities on which to capitalize. According to McKinsey & Company,
in the AI-powered customer care ecosystem, around 65 percent of tasks and 50 to 70 percent of interactions are automated.
This creates an authentic omnichannel experience that provides a consistent and seamless experience across channels.

We can confirm the data based on the results of our customers. This way, contact centers can boost their potential and become revenue generators through more comprehensive solutions and sales excellence, keeping the human talents for those complex customer interactions that truly matter.

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Get in touch to learn how to build an AI-powered customer care ecosystem trouble-free.
We will be happy to show you how Spinoco can easily boost your customer service performance.

Spinoco is hiring! We are looking for a new colleague to help us strongly expand a portfolio of our international clients (e.g., in DACH, Benelux, Nordics, UK).

It is an excellent opportunity for ambitious salespeople with a passion for creating and executing a market strategy from scratch and ensuring company growth. This role is ideal for you if you are up for a new challenge and want to fulfill your entrepreneurial spirit. If, on top of that, you have experience in SaaS sales in one or more of the regions mentioned above, let's get in touch!

More details about the position: https://lnkd.in/d43SqHsQ

If you have any questions feel free to contact us at [email protected].

We look forward to it.

The human brain is wired to process visual information 60,000 times faster than text.

Help your customers understand your message and digest information faster by using clear and strong visuals whenever suitable. A chatbot might be the perfect channel to do just that. It's useful when dealing with helping customers handle problems and especially when guiding your customers in choosing the best product or service for them.

Our clients' chatbots get up to a 15%+ conversion rate.

Get in touch to learn how to reach it, too.

Are you a fan of automation? So are we!
Automation can help optimize cost and speed, yet it can backfire painfully in worsening the customer experience. Therefore we always build our solutions on a synergy between smart automation and agents' work.

BCG suggests that an agile operation model might be a better approach to win effectiveness and customers' hearts while still enjoying the benefits of automation. Is the agile operation term new to you? Here we sum up what it means in customer service.

1️⃣ Automation is devoted carefully to routine and simple tasks.
2️⃣ Customer service teams are built as multidisciplinary, and they have the autonomy and accountability to solve any incoming request.
3️⃣ The teams know and understand their customers and are rewarded for serving them successfully.
4️⃣ To continuously improve, teams have feedback loops to boost their skills and problem-solving further.

This way, companies can balance standardization, specialization, and responsiveness with impressive results:
👌 net promoter scores (NPS) can jump by 10 to 30 points,
👌 repeat calls can decline by 20%,
👌 and complaints can drop by 50%.

At the same time, employee satisfaction can improve by up to 70%
while customer service operating expenses can fall by as much as 30%. 🙌

Sounds too good to be true? Not necessarily. This approach has to be adjusted and fine-tuned to the specifics of each company and segment and tested thoroughly. But it is proven to work!

Whatever operation model you use, we are here to help you use automation the smart way. Get in touch!

Nowadays, everyone talks about omnichannel. But instead, what they often use, are multichannel solutions.

We sum up the key differences between the two so that you can avoid making the most common mistakes and upgrade your customer support, marketing, or sales with a genuinely functional omnichannel solution.

Check the article on our blog:
👉 3 things you should know
www.spinoco.com/blog-en/omnichannel-3-things-you-should-know