ESADE Family Business Club students’ visit to MST

On May 22nd we received at our facilities in MST Barcelona the students of the International Full Time MBA, member of the Family Business Club of the prestigious business school ESADE. The visit was part of the conference on management in family businesses and, specifically, as a specific session on Leading Change in the context of Family Business.

We would like to thank Luis Vives, Vice-Dean of Programs at ESADE and Professor of Strategy, and Lakshay Khurana, President-Family Business Club, for counting on MST for the training of future managers and for letting us explain how a Family Business works.

This program aims to provide the specific knowledge and the keys necessary for the board of directors of a family business to enhance the competitive advantages of the family business, while at the same time acting as an element of order in family-business relations.

The family business and its development

Family businesses have a different ownership structure than other types of organizations. Ownership is concentrated in a few shareholders with a kinship link between them.  The combination of high competitive demands of the business environment, economic interest, family loyalties and emotional ties makes the family business particularly complex.

Its management presents some particularities, both in the roles of the different family members and in the work dynamics.

During the visit, the whole group was able to visit the facilities of MST Holding and learn about the different services that are managed from the company and then our CEO, Jessica Barceló, made a presentation and subsequent discussion to understand and discuss together the keys to a family business that, in the case of MST, during its 30 years of evolution, has placed it among the 15 most important companies in the sector in Spain, in terms of turnover, and among the top 10, in terms of profit. During the day, MST showed the participants the knowledge and skills necessary to better understand the dynamics of management in a family business in which changes in business needs, professionalization, the adoption of new technologies, communication processes, or the management of change and roles are the main challenges identified by family businesses.

The visit ended with the participation of Pedro Barceló, founder and current President of the company, who gave a motivational speech to all attendees.

We are proud to be able to collaborate once again with ESADE and we hope to meet again very soon!

MST and Consulting C3 invite you to the First International Conference – Workshop about the new Spanish Customer Service Law

During this event you will learn about the new Customer Service Law’s key points, and you will also be able to ask any doubts or questions you may have. Afterwards, you will participate in a dynamic customer experience workshop related to the new law. Finally, a networking session will take place during a cocktail lunch.

The new Customer Service Law will be presented by Jaime Fernández, Partner at “Augusta Abogados”. The whole session will be led by Jordi Miguel, Training Manager at “Consulting C3.


09:00 – 09:30Welcome and coffee
09:30 – 10:30New Customer Service Law Conference and Q&A session by Jaime Fernández, Augusta Abogados’ partner
10:30 – 10:45New CSL Self-diagnosis Report Presentation by Patricia Guerrero, Consulting Area Manager at Consulting C3
10:45 – 11:00Coffee break
11:00 – 13:30Interactive Customer Experience Workshop led by Jordi Miguel, Training Manager at C3 Consulting
13:30 – 15:00Cocktail Lunch & Networking

Innovation and new business models for utilities

Utilities are facing a reality where customers are increasingly digital and informed. In addition, competition is growing as a result of both the liberalization of markets and the entry of new players. At the same time, technology is accelerating the evolution of handling and customer relations, bringing about many changes. In this constantly evolving context, utilities companies must be prepared to innovate and move towards new business models that meet the needs of the market. To do so, they will need to gain flexibility and agility in their operations.

Agility to meet utility challenges

To achieve flexible and agile utilities, four main points must be attended to:

  • Cultural change, which allows orienting personnel towards innovation and tolerance to change. In companies with a long history, cultural change can be as important as technological change. Only when the entire company is aligned, from management to employees, will it be possible to implement agile methodologies and make changes and innovations quickly.
  •  Business strategy in line with agile ways of operating. Although there must be some guidelines to still do so, there must also be room for change within the company’s core strategy.
  •  Changes towards placing the customer at the center. To meet the challenges of the market, the consumer must be at the center of all decisions, but this is no simple matter. That is why the changes that are made should be oriented towards the customer experience, their needs and their preferences for communicating with the company, etc.

Process optimization and automation. Before there can be a change, there needs to be control over what is currently being done. Therefore, it will be important to analyze the processes in order to optimize them and automate those parts of the company that are necessary. This automation will leave more time for other tasks, making it easier to innovate and introduce changes in the utilities.

New business models in utilities

Once we know the basic guidelines to gain in agility and flexibility, what are the new business models that arise from the opportunities of the new context? On the one hand, there is a clear trend towards digital models, in which communication can be done online and many issues can be solved automatically with a fast and agile customer service. For example, simple doubts or incidents could be solved by Virtual Assistants without human intervention. This will reduce the workload and operating costs of the business.

On the other hand, we can talk about “Energy as a Service” models. Consumers are increasingly interested in energy savings, both for economic and environmental reasons. Therefore, it makes sense for utilities to also offer an advisory customer service to provide individual users, companies or administrations with the best consumption options.

At MST Holding we are experts in customer care services aimed at companies in the utilities sector. At MST we offer global solutions for the outsourcing of technical assistance services (among others), handling the Contact Center through multichannel platforms, adapting to the technological world we live in. We implement state-of-the-art technology in our services to optimize all technical support and customer service management channels. In short, utilities are facing a context in which technology will play a role to achieve more agile and flexible organizations.

For more information contact  marketing@mstholding.comor through our web

Which are the benefits of a Call Center for eCommerce?

eCommerce has completely changed the sales landscape for both B2B and B2C. A well-functioning eCommece call center offers all the right tools to support sales operations and increase brand loyalty.

Having an eCommerce contact center provides customers with a team of agents to support them, as well as a variety of digital channels that facilitate communication with the company.

Why use a call center

The role of a call center dedicated to eCommerce is to increase sales, answer questions and solve problems before or after a sale. By setting it up, a company is placing itself in a position to improve the customer experience (CX), engage customers and strengthen brand loyalty.

E-commerce contact centers make it possible to turn a call center into a service that offers multiple channels of communication for customer convenience. In addition, analytics programs provide the opportunity to define metrics and obtain more information to take action for improving the customer experience.

Which are the benefits of call center software for eCommerce?

1) Self-service

Software solutions allow you to set up an automated knowledge base where customers can get answers to common questions without talking to an agent.

2) Omni-channel communication

Customers often prefer to use the phone, and as more and more people use mobile devices, chat, email and text messaging are also popular ways to communicate with companies.

3) Extend customer service hours

With e-commerce, customers are not subject to standard business hours. Call centers allow you to add shifts in the early morning, afternoon or evening, even 24 hours a day, 7 days a week so that an agent is available any time users need help.

4) Using a cloud-based phone system

Cloud-based contact center software allows you to tag calls and create help tickets to optimize workflows.

5) Integrate billing history

Customers will be pleasantly surprised when they call to inquire about a billing issue and the agent responds effectively by having the complete history. Software integrations also give call agents access to order information and shipping dates.

6) Monitoring customer satisfaction

Automation can be used to send out customer satisfaction surveys to get immediate feedback on the service received. In this way, eCommerce can learn how customers view their brand and take necessary action if any issues arise.

7) Using call analytics to evaluate call flows

The cloud telephony system has a live call feature that provides real-time information on call volume and other relevant aspects so that available resources can be used appropriately.

8) Scale the team according to call flows.

Real-time monitoring and other call analytics from the cloud phone system help determine how to scale the call center for those moments when sales trends fluctuate.

9) Set up Interactive Voice Response (IVR)

An IVR system directs calls to the right person or department from the start.

When a company invests in eCommerce customer service, it is setting its customers up for good CX. This investment will be reflected in long-term customer loyalty and increased sales.

The details of the New Customer Service Law

Last April 20th MST Holding in collaboration with Consulting C3 held an event focused on the new and imminent Law on Customer Service.

The main presentation was led by Jaime Fernandez on behalf of Augusta Abogados, and we were able to know, learn and solve doubts about this law.

why a new Law?

  • It aims to improve the rights of consumers by establishing the obligation for big companies as well as for any of the sectors of water, gas and electricity supply services, passenger transport services, postal services and electronic communications services, to have an efficient system to provide information, attend and resolve complaints and claims in an agile manner.
  • The aim is to set maximum time limits for companies to resolve their customers’ complaints, and for telephone customer service to be free of charge, fast and personalized.
  • The customer service will be prevented from providing additional income to the company at the user’s expense or being used to offer other products to the customer.

This new regulation, for whose parliamentary processing emergency procedure has been requested, seeks to guarantee the basic rights of consumers and to establish minimum quality parameters to be met by the mentioned customer services.

Who and how is affected by the Law?

It is a basic rule applied to the whole Spanish territory and each Autonomous Community is free to apply its own quality standards as long as they do not lower the basic rule. It is a law that seeks to prevent the escalation of conflicts to the courts so as not to saturate this sector.

This Law affects companies with more than 250 workers or with a turnover of more than 50 million euros regardless of the service they provide, as well as basic service companies, whatever their volume.

“It is not only the customer who buys, but also to whom something is being offered. When there is an offer of any kind, the application of the Law is already underway” – Jaime Fernandez, Augusta Abogados

The period of application of the Law from the day it is approved in the BOE (Official Newsletter of the State) has increased from 6 to 9 months.

Some of the most important points that every customer service must comply with in terms of quality standards are the following:

+ Humanization of care

Mandatory availability of the possibility of contacting a specialized operator at any time.

The Law Project obliges companies to have Customer Care Services that are adapted to the specific needs of the consumer, and in particular to those more vulnerable.

Accessibility must be guaranteed for all consumers, with special consideration for people with disabilities, or those with less digital training, such as the elderly (over 65 years of age).

+ Service channels

The mandatory channels are postal mail, telephone (free of charge) and electronic means of communication. Companies must always inform users of the channels available to them and are also obliged to use the same channel chosen with the user to still do so with the query, complaint or claim.

+ Omnichannel tracking tools (ticketing) and response time (does not imply resolution):

All communications must be dealt with in the shortest possible time, and never in a period of more than fifteen working days from their submission. In the case of incidents related to the continuity of service in basic contracts of general interest, these must be answered within a maximum period of two hours. In addition, the customer must always be provided with a tracking number or identification code so that it can be followed up.

+ Customer service hours

Customer service hours will be adjusted to the normal business hours of each company. For basic services of general interest or for incidents related to the continuity of the service, customer service shall be available 24 hours a day, 365 days a year.

+ Languages of service

At least all the official languages of the region where the company is located.

+ SLA Service

In the event that communication is made by telephone, a maximum waiting time of 3 minutes must be guaranteed for at least 95% of calls. The call must be recorded and a copy of this recording must be kept, at least, until the corresponding communication has been resolved.  The call should be answered in the same language.

+ Quality audit:

Mandatory internal control system for measuring quality (issued and perceived). All procedures must be documented and submitted to an annual certified external audit. These are public audits that serve to ensure compliance with the law.

+ Penalty system:

It ranges from €150 to €100,000 penalty depending on the severity.

One of the most questioned points of this Law is that so far it has been remarked that companies have to promote and strengthen their digitalization in order not to be left out of the market and to be more efficient. However, with the implementation of this new law, it seems that digitization is no longer the most important thing.

I think it is one of the most uncertain points, because the law talks about being able to move at any time from a conversation with a robot to a conversation with an agent. There are points where you can transfer the call to the agent, but others where you are talking to the machine and it will give you the information without being able to pass it on to the agent,” commented the attendees.

We understand that bots are not outside the law, only that if the client prefers, he can leave the bot. This does not mean that the technology will not be used. It is true that the law is protectionist against certain more vulnerable groups that need to be attended and cared for, but we cannot forget that today’s world is asking us for multichanneling, that the client wants to decide where and how he wants to solve his query and wants to be autonomous.

“There are customers who may prefer to be attended by a machine rather than waiting for a person to attend to them.” According to Patricia Guerrero (Area Manager of Consulting C3), “it will be necessary to think about each type of client”, remembering that there are handling that can take a long time over the phone and can be done on the web in minutes.

Hence reinforcing the idea that companies should still make so with their digitalization process and adapt it to the new Customer Service Law.

Another controversial issue, and a priori difficult to comply with, according to the comments of the attendees, is the one related to the waiting and resolution time, which the draft law establishes, respectively, in three minutes and 15 working days.

The key is to see how it is measured: annual average, monthly average for x breaches per year…” were some of the comments made by the attendees, who added that the 15-day deadline for a response to a resolution may seem reasonable, but it depends on the case and the type of analysis to be carried out.

The measures of this new law may involve a large economic investment for many companies. The processes that must be implemented to approach the adaptation of the regulations entail optimal planning and, in some cases, can lead to frustration for those companies that do not have the resources required to adopt and execute the processes.

In the event that a company cannot take on the creation of a contact center or customer service department, it can always outsource the service and go hand in hand with a company that is an expert in omnichannel customer management.


Although the COVID-19 pandemic is starting to be left behind, its impact will remain in other areas, such as the workplace. One of the sectors that has been most affected is Customer Services, because all the operators have changed their way of interacting with the environment, and now everything points to 2023 as a year of consolidation for these changes.

Let’s remember that, as a result of the Coronavirus, users became more dependent on telematic channels to solve their problems. For their part, companies had to adapt to incorporate teleworking into their activities, while agents had to deal with more demanding situations and a heavier workload. These trends are still on the rise three years later.


If things work well in the company and its employees are happy, it is easier for the business to go ‘from strength to strength’. And even more so in companies where customer service is essential and each operator is an ‘ambassador’ of the brand.


In the wake of the pandemic, companies have also realized that being in a single channel is not enough to be able to interact and keep in touch with their customers. We live in an interconnected world where users want a wide range of alternatives for communication (telephone, e-mail, chat, social networks, video calls, etc.); therefore, in order to compete better, it is necessary to be available on all possible fronts.


According to the consulting firm Gartner, in 2021, 30% of cloud workloads were implemented on cloud-native platforms. By 2025 the prediction is that this percentage will grow to 95 %. The Reason? The scalability of this business model and the enormous possibilities that it can particularly offer to Call Centers and Contact Centers, such as greater Return on Investment (ROI) or easy roll out of the service.


The more information, the more opportunities to make good decisions. Companies want to know if they are doing well, to be able to assess the campaigns they are running and to understand their customers’ decisions. And, to achieve this, they are taking advantage of technological advances that allow them to obtain metrics (KPI’s) in real time or obtain useful results in the analysis from the feelings of their own employees and their customers.


In 2020, call centers in Spain generated 0.8% more business than in the previous year, due to the direct consequences of the pandemic. Telematic customer service was the solution for many people who were unable to manage their incidents in face-to-face contact, and now they have become more used to still doing so.

To deal with this increased pressure, telemarketing companies can rely on sophisticated Interactive Voice Response (IVR) tools. Thanks to improvements in Artificial Intelligence (AI) and Natural Language Processing (NLP), the bots that answer calls can do so much more humanely than before and offload work from agents.


Sometimes, the problems that customers have are easily solved and do not even require the intervention of an agent. For these cases, companies are starting to look favorably on the use of self-service tools that guide users on the right path to solve their problems. In this way, calls become the last option for cases in which they have not achieved what they were looking for, which means queues with lower call volume and shorter waiting times.


Investing in Artificial Intelligence (AI) in this sector is one of the best ways to lay a solid foundation for your business. This technology has a lot of applications and many of them are  valuable for improving the customer experience, from personalized service to providing accurate responses in real time, and even predicting their behavior to anticipate problems before they happen.

 As you can see, 2023 is shaping up to be an exciting year for contact centers. With so many opportunities, this sector has enormous potential, both human and technological, to still do so successfully in the short and long term.

Customer experience, that differentiating element also in the banking sector

Customer experience, or CX, is fast becoming the competitive differentiator in the banking industry.

Banks, and financial institutions that invest in customer experience achieve, on average, higher recommendation rates also a higher share of wallet, and are more likely to cross-sell and up-sell alternative products and services.

According to a recent Gartner study, 81% of companies compete primarily on the basis of the customer relationship, making that point a key competitive differentiator for banks. The Gartner study also reveals that the better a customer’s experience in terms of quality, the more likely they are to remain loyal to a particular brand or institution. This means that CX has the power to improve customer retention.

So, in summary, it is critical that the banking sector gets its CX strategy right.

As CX plays an growing role in a bank’s success, what will the consumer banking landscape look like in the next five years? And what emerging CX trends will we see introduced in that time?

• Products and services integrated into mobile applications to deliver personalized experiences

Customer “self-service” is one of the fastest growing CX trends in the banking industry today. Because most customers using mobile apps for a wide range of services (such as shopping, utilities, etc.), it is almost an expectation that banks will offer this service as well. The teams and associated expertise needed to create, manage and optimize such applications are not difficult for enterprise organizations to manage internally. Ensuring a personalized in-app experience that allows many customers to self-manage within their application will help to strengthen their engagement.

• The evolution of AI

Instead of waiting on the phone, customers now have the option to consult AI-enabled chatbots when faced with challenges. These chatbots process information from diferents sources, such as the bank’s knowledge base and CRM customer profiles, to respond to customer service requests. If a particular request exceeds the chatbot’s capabilities, it is automatically referred to a live service representative who can help the customer find a solution. Best of all, more and more banking applications are offering chatbot technology as a native functionality, meaning customers can quickly resolve issues from anywhere, anytime.

• The rise of digitalization

The pandemic and impending closures limited, and in some cases eliminated, customers’ ability to physically visit their banks. This fact has caused the voice channels were often overwhelmed. To deliver a great customer experience, it is critical that banks offer customers alternative digital channels as another method of customer service and support. But this is easier said than done. Deploying an integrated omnichannel communication strategy with end-to-end reporting and data is one thing, and providing the tools and support to less tech-savvy customers is another challenge that banks have yet to settle.

• Humanizing digital interactions

Offering customers a range of channels is a good first step in delivering great CX in banking. However, while many customers may be comfortable interacting with a “bot,” there will be just as many who struggle with a lack of humanization in their interactions with the bank. This is especially true when those interactions involve the exchange of sensitive information or data. Therefore, it is critical that banks find ways to soften the use of bots by giving them personalities and allowing that bot service to join the human-assisted service.

So we have the four key trends in CX that will be seen in the banking landscape in the coming years.

What is clear is that the banking industry is changing constantly and very fast, and CX is a clear differentiator for consumers when choosing the bank where will continue with.

At MST Holding, we help financial institutions deepen their connection with customers around the world. With more than 30 years of experience in the banking sector, we drive the improvement of the Customer Experience as a key factor for the growth of finance companies thanks to their own customers.

Customer Experience in Fintech: What is it? What are its advantages and areas of application?

Customer experience in fintech is one of the factors that have made the difference between traditional financial services and the emerging sector of neobanks, cryptocurrencies, blockchain, etc.

Therefore, in this article we have summarized everything you need to know about fintech, its importance and how to improve the customer experience in this exponentially growing sector.

What is fintech?

Fintech is a software or technology application that is used to help companies, business owners and consumers better manage their financial transactions in more automated ways through the use of specialized algorithms used by computers and mobile devices.

The term “Fintech” combines the words financial technology, and includes any technology that is used to increase, facilitate, digitize or modify traditional financial services.

Fintech includes different sectors and industries such as education, retail banking, non-profit and fundraising, and investment management, to name a few.

Fintech platforms enable everyday tasks such as depositing checks, moving money between accounts, paying bills, or applying for financial aid.  They also encompass concepts such as peer-to-peer lending or cryptocurrency exchanges.

Advantages of providing customer experience in fintech

Financial technology (fintech) companies create new value for consumers by focusing on the customer experience through technology.

Fintech services enhance the customer experience by offering highly personalized services for which traditional banks have not yet designed a powerful solution.

Moreover Fintech companies improve the customer experience with new products, services and functionalities such as blockchain-based marketplaces, cryptocurrencies, global remittances, crowdfunding, cross-border payments and open banking.

Fintechs also complete the customer experience with upgrades to existing functionality, such as: faster payment settlement, smart contracts in trading and lending services, cross-border custody services, payment cards with increased functionality.

The fintech sector has developed new technological tools to improve the customer experience, making the traditional financial-banking model obsolete.

For example, fintechs that offer digital wallets contribute to a seamless customer experience, simplifying operations and facilitating online commerce.

1.Mobile banking

Mobile banking is an important part of the financial technology sector. In the world of personal finance, consumers are increasingly demanding easy digital access to their bank accounts, especially on a mobile phone.

Most of the big banks now offer some form of mobile banking functionality, especially with the rise of digital banks, or “Neobanks.”

Neobanks are essentially banks without physical branches, offering their customers checking, savings, payments and lending services on a completely digitized infrastructure.

5 ways to improve the fintech customer experience

Now that you know what a fintech is and the main areas it covers, it is time to learn how to improve the customer experience in this fast-developing area:

1. Listen to your customers

Get feedback from your customers about your services. You want to know how they feel, understand the problems they face and get an idea of what their priorities are.

You can do this by implementing satisfaction surveys and feedback forms, as well as analyzing customer reviews, customer conversations with your sales, support and customer success teams.

You can also evaluate support ticket trends, cancellations, social media posts that talk about your brand, and anything else you can observe to understand what your customers are looking for. You may also want to be able to perform sentiment analysis on this data.

2. Chatbots and virtual assistants

Customer onboarding is fundamental to the customer experience in finTech, as it helps new users to find themselves in the financial services ecosystem.

To realize customer onboarding, it is recommended to focus on the use of automation to answer simple questions, without missing out on human interaction to increase empathy with the customer’s needs.

Most people are not technologically or financially savvy, so it is advisable to implement different types of self-service (such as an efficient FAQ section) to automate the application knowledge process and stop people managing their money on the fly.

3. Make your UX implementation flow smooth and responsive.

People base their opinion of FinTech apps on how easy, intuitive and fast their transactions are. Therefore, the app design needs to be optimized for most devices and screen sizes.

A very important part of the customer experience in Fintechs has to do with how easy it is for your customers to use your platform. The idea is to reduce customer fatigue and create a seamless experience that is never interrupted.

4. Increase your data security

There is literally no way you can offer your customers a positive client experience program if they don’t trust you.

As a FinTech company, data security should be one of your primary concerns. In addition to ensuring the privacy and security of financial transactions and operations, you must also ensure that customer support data is well protected.

Make sure you comply with the PCI DSS (PaymentCardIndustry Data Security Standard) as well as ISO/IEC 27001:2013.

5. Commitment to omnichannel

Offering an omnichannel customer experience is essential to keep up with today’s requirements.

Your customers want to be able to contact you through whatever channel they are using at any time. You shouldn’t force them to switch channels to get in touch.

However, if they decide to get in touch through one medium and then move to another channel, you should make it possible for them to continue their interaction flawlessly across multiple channels without having to start from scratch.

Your chatbot and agents should have the context of previous conversations carried across all customer touchpoints, making their experience truly omnichannel.


If you would like to know more about how to improve the customer experience in the industry contact or through our website

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 or through our web

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 or through our website