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 […]
MST HOLDING: EXPERTS IN HELP DESK SERVICES
The service desk is the department that deals with customer relations after the sale. The Help desk is a part of the after-sales service, focused on customer and user support. Help desk services are aimed at providing technical support to customers. This support is usually provided by telephone or online (chat, mail, tickets, contact form). […]
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? This new […]
CONTACT CENTERS IN 2023
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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
