In a world where customer experience is paramount, businesses need to prioritize providing seamless, personalized, and consistent customer support across all touchpoints.
The new Customer Service Law in Spain has made this even more crucial, imposing strict regulations on companies to ensure they deliver live customer support, limit wait times, and resolve issues promptly.
According to the new law, which will enter into force in 2024, companies with more than 250 employees or a turnover of 50 million euros must have a customer service system. The service must be personalized with the aim of dealing with consumer complaints and claims, as well as any contractual incident.
Organizations that provide essential services such as water, gas, electricity, and internet must guarantee a 24-hour call center during business hours. 365 days a year and all claims to be resolved within a period of less than fifteen days.
To meet these requirements, organizations must invest in innovative technology and embrace a customer-centric culture. OpenQuestion, a cutting-edge voice IVR solution, is the perfect answer to these challenges and to help organizations stay compliant with the new law.
How OpenQuestion Tackles Challenges Under the New Customer Service in Spain
Streamlined Call Routing and Reduced Wait Times
With the Spanish Customer Service Bill requiring companies to answer calls within three minutes, organizations must optimize their call routing to ensure swift responses.
OpenQuestion’s intelligent voice IVR system efficiently routes calls to the appropriate department or representative, significantly reducing the time to be correctly routed and ensuring compliance with the new regulations. In traditional IVRs customers must wait on average 200 seconds while listening to alternatives which eats all of the allowed 3 minutes to human pickup.
24/7 Customer Support
OpenQuestion’s AI-powered voice IVR allows organizations to provide round-the-clock support for customer queries. This means customers can get the information they need at any time, without waiting for a live agent. The system can handle common questions, freeing up customer support representatives to focus on more complex issues that require a human touch.
Enhanced Personalization
OpenQuestion’s AI capabilities enable organizations to provide personalized experiences for customers. The system can recognize callers based on their phone number or other identifiers, allowing it to tailor responses based on the customer’s history and preferences. This level of personalization creates a more engaging and satisfying customer experience.
Improved Issue Resolution Time
OpenQuestion’s AI-powered voice IVR system streamlines issue resolution. It smartly directs calls to the appropriate representatives and equips them with pertinent customer details. This efficiency enables agents to tackle concerns swiftly, ensuring organizations adhere to the new law’s 15-day resolution mandate.
Scalability and Flexibility
OpenQuestion‘s cloud-based architecture empowers organizations to scale their customer support operations on demand. By doing so, they can manage varying call volumes and maintain top-notch service quality. This adaptability not only lets companies cater to their expanding customer needs but also ensures compliance with the latest Spanish regulations.
As Customer Service Law in Spain tightens regulations, organizations must adapt to ensure they provide top-notch support while remaining compliant.
OpenQuestion offers an optimal IVR system for businesses aiming to enhance customer experience and comply with regulations. Its smart call routing enables 24/7 automated support, ensuring personalized interactions and swift problem-solving. Thus, OpenQuestion equips organizations to provide the top-tier customer service that modern consumers and citizens expect.