EFINTEC 2022 “Driving sustainable change” from Barcelona

Exhibitions and congresses are back with a vengeance in Barcelona. After the MWC, the Catalan capital has hosted the third edition of the Forum of Installation Companies and New Technologies (EFINTEC), under the claim ‘Driving sustainable change’. The event, organized by the Federation of Installers’ Guilds of Catalonia, FEGiCAT, was held in Hall 1 of the Fira de Barcelona (Montjuïc exhibition center) on October 20 and 21.

This new edition of the reference event from the installation and energy sector has brought together some 8,000 professionals and 150 exhibitors.

EFINTEC’s main objectives are to professionalize the figure of the installer and generate business opportunities in the installation and energy sector. It is a key event to present the latest technological and training trends that will enable to face the energy transformation process.

In addition, the event was held at a key moment for the sector. Raúl Rodríguez, general manager of FEGiCAT, explains that “after the success of EFINTEC 2021 in which more than 6,000 professional visitors attended the event, making it a benchmark for the sector, EFINTEC 2022 has maintained the objective of strengthening and promoting business relations between exhibitors and professional visitors in a comfortable, innovative and committed to sustainability environment in which, at the same time, conferences have been offered on the latest technological developments and on the behavior and future of the sector”.

EFINTEC has once again this year opted for a face-to-face event with training meetings, workshops, lectures and presentations of products and services. This year the trade fair has gone from having a single focus in the last edition to the diversification of spaces with four main points destined to different events and which will facilitate mobility throughout the venue. EFINTEC has counted on the hall and the Forum to host 40 presentations, the recreation of an energy community and a village area.

The event has the institutional support of the Ministry for Ecological Transition and the Demographic Challenge, the Generalitat de Catalunya and the Barcelona City Council. Efintec 2022 is also supported by the Barcelona Chamber of Commerce, Foment del Treball, PIMEC and different associations and federations.

With more than 30 years of experience, MST Holding is specialized in HVAC sector services of Technical Support and omnichannel Customer Service in multiple languages. With high First Call Resolution ratios, we improve the customer experience thanks to our technology and our expert team in technical support, TSS and trouble ticket management, spare parts and incident tracking. We reduce costs through increased efficiency and productivity. We help our customers to improve their services.

If you want more information you can contact us at marketing@mstholding.com or through our web www.mstholding.com

How to integrate a multichannel Call Centre in your eCommerce

Ecommerce has come to stay. As an innovative business model, it does not close the door to traditional channels such as contact centers, in the end, the telemarketing. However, even these more traditional channels have relied on new technologies to provide a better service. This is the case of multichannel call centers.

What can a multichannel call center offer to your ecommerce? And why is customer service so important in an ecommerce? We will try to answer these questions to help you understand the value of integrating a multichannel call center in your ecommerce.

What is a multichannel call center?

As e-commerce has developed, new needs have arisen to companies, with the customer at the center. By this we mean that the digital transformation of call centers has been necessary because consumers and users have needed immediate solutions to contact companies. Thus, the multichannel call center has emerged such as customer service solution with multiple benefits, especially for ecommerce.

To have a multichannel call center is to assume that there are customers who want to communicate with a company through different channels. A multichannel call center is a solution that encompasses multiple points of contact with the customer. For example, interactions by voice, by text through emails or messages, on social networks or on the web.

The advantage of having a multichannel contact center is that you can meet the increasingly complex needs of your customers. On the other hand, a multichannel call center puts the customer at the center of all operations. This means that agents serve them more efficiently, fluently and completely.

 Multichannel call center for e-commerce

If in a physical store telemarketing or call center services are already necessary to offer a complete service to customers, in an ecommerce it has become essential. The reason is that customers who buy online need a direct communication channel with the company. They need to know that there is someone behind an online store who can answer all their questions or complaints. As we explained above, the new consumer, who is looking for an omnichannel and personalized experience, requires new methods of customer service, something that only the multichannel call center can cover.

Some of the advantages of having a call center for ecommerce are: A better knowledge of the sales funnel with first-hand information, which can help us to know at what point customers abandon the purchase in order to follow the customer throughout the purchase process: from before making the order, to after-sales service.

In addition, by outsourcing the services of a multichannel call center, we can allocate the resources we use to provide this service in which we are specialists. Having ecommerce call center professionals will be an advantage over the competition. Among other things, because of the increase in the quality of customer service that it brings with it.

We know the value of good communication with customers. That is why we have specialized agents to provide the best customer service, supported by the most efficient technology to clarify any questions that may arise. Thanks to our specific software or IVR (Interactive Voice Response) with the integration of a CRM, customer contact can be increasingly personalized.

If you are thinking of outsourcing your ecommerce customer service and want a multichannel solution, please contact us at marketing@mstholding.com or through our website www.mstholding.com.

How to survive Black Friday, CyberMonday and Christmas campaign from the Contact Center

Only with Black Friday  in 2021 eCommerce sales were 18% higher than in the prior year, and small and medium companies made 28% more profit.

Online sales of at least 1.8 billion euros are expected this year. This is definetly very good news. And to prevent that the volume of work involved in the Christmas campaign does not become a headache, especially for the contact center, any advance organization that can be counted on is welcome. And at MST Holding we are already prepared to help you during those days.

1 – We start by anticipating the volume of transactions that our agents will receive, based on last year’s experience, but also taking into account the last months of this year. With these forecasts in hand, it will be easier to determine what the staff reinforcements should look like.

2 – We focus on the CX: although the end-of-year campaign is characterized by the attractive discounts, it is also a time when incidents, returns and complaints abound. For this reason, we take great care in training our agents and optimizing processes.

3 – Another useful measure we offer our customers is the option to call back, because users hate having to contact a company repeatedly and the waiting time for each call.

4 – On the other hand, for process improvement, MST Holding believes that automation is the key. The more efficient self-service options that can be offered, the more user satisfaction will increase. This in turn will result in time savings for the Contact Center.

5 – Finally, we also pay special attention to security in these last months of the year. Increasing agent training and keeping systems up to date are two fundamental steps for us in this direction.

If you want to know more about how to offer an excellent customer experience at Christmas time with MST Holding, please write to us at marketing@mstholding.com.

Banking gets serious about Customer Service in the Coronavirus Age

Customer expectations are bringing about a deep transformation of the financial sector.

Traditionally, financial institutions have had little attachment to risk; even more so after 2008’s crisis. After that, banks prioritized capital, liquidity and regulatory responsibilities more than ever, and that has remained the trend, even as the emerging fintech market has begun to gain a meaningful foothold.

But then COVID-19 came along and the epidemic became a pandemic causing an economic impact that will be a matter of debate for years to come. What is clear is that we are seeing shrinking capital and credit reserves in all sectors. As customers and small businesses seek loans and financial assistance, the phones are ringing at banks, while many employees continue to work offsite.

Several of the world’s largest financial services institutions have realized that when it comes to transformative digital players, the risk of non-adoption far outweighs the risk of adoption. Faced with this pandemic, traditional banks are looking for smart, automated solutions to reach their customers often remotely due to isolation.

Redesigning customer service centers.

No one ever thinks of call centers as a strategic point of business, but we fail to realize that this is exactly how customers see it. While every company offers a variety of channels for a customer to find it, including websites, mobile apps, etc., customer service centers are often the only place where to go when every customer need to solve a problem.

At MST Holding we are specialists in omnichannel customer care services for the financial sector with more than 30 years in the market. Our strength is based on an expert banking team together with innovation in technology, both of which are fundamental to satisfy customer needs and generate better commercial results and excellent experiences. Our banking clients achieve the highest customer loyalty and trust ratios with greater efficiency and productivity to reduce costs.

You can contact us at marketing@mstholding.com or through our website www.mstholding.com.

Top 3 customer experience (CX) trends for banking in 2023

Customer experience (CX) management is the defining competitive differentiator in today’s banking industry, infact for good reasons: financial institutions that invest in customer experience have higher referral rates, higher share of portfolio, and are more likely to increase cross-selling of products and services to their customers.

From Consulting C3 (MST Group), we help our clients to increase profit ranges in such a demanding market as the financial one.

The challenges we have identified in the short term are as follows:

  1. Focus on the human connection: Optimizing processes through digitalization puts at risk customer satisfaction in interactions with their bank. Although it is true that digital options improve the experience of a certain group of users, financial institutions should not forget the need for the human touch to positively impact customer satisfaction. The most appropriate communication channel to provide personal touch is the contact centers through which the human to human interaction is developed. During more than 30 years of experience in that sector, we have helped our clients to improve their satisfaction indicators, accompanying them in the processes of continuous improvement and to design based on a Customer Centric methodology.
  • Big data in the customer experience: Customer intelligence combines technology, accumulated and ordered customer information and artificial intelligence. Information management and data interpretation is one of the greatest assets for making decisions about processes, products and communication channels to engage with customers. Customer intelligence allows financial institutions to anticipate needs and be able to predict the future behavior of their customers. From Consulting C3 (MST Group), we develop both the technology and the consulting support to guide our clients in the decision making process and in the investment of resources oriented to CX.
  • Hyper-personalization: It has been noted over the years, in the Customer Experience trends, how hyper-personalization can also benefit banks. Thanks to tools like big data, the aim is to offer customers products based on their interests, through prior analysis and the use of predictive techniques. This approach makes it possible to increase the well-being of their customers. The analysis of correctly ordered and correlated data makes it possible to target each customer in a specific way. As well as to take action not only reactively but also to anticipate needs based on the socio-cultural characteristics identified. In summary, to create customized solutions that provides value for that particular client.

From Consulting C3 (MST Group), we have helped our clients to obtain important improvements in the main indicators such as NPS (Net promoter score), valuation of service excellence, loyalty, increase in turnover, cross-selling and recommendation (cost savings in marketing actions).

Consulting C3 (MST Group), provides the tools and the methodology to impact the quality indicators and the business ratios of our clients in the banking sector. This is possible through the projects of perceived quality and quality assessment issued. Hence, we give to our clients a roadmap with high impact actions verifiable in short periods of time. Finally, banking services should be geared towards improving people’s lives and, to this end, institutions should be open to active, permanent and high-value listening to their demands. Therefore, to know and understand the behavior and needs of their customers will generate, in the short and medium term, a competitive advantage in an increasingly demanding market.