- In the framework of progress and continuous improvement of customer experience, Metrovacesa launches a new communication channel, available via mobile and web.
Madrid, October 03th. The objective of this channel is to satisfy the customer’s need for immediate response in an easy way, using a conversational chatbot as a contact tool to solve the main concerns they may have.
The use of the chatbot will help to provide a quick response to customer FAQs, using automation to shorten waiting and response times, alleviating the demand for attention from our agents. In this way, it is expected to offer a better and faster service that will help to attract new customers and consolidate existing ones.
All this without neglecting human interaction. Automatic responses cover a wide range of situations and doubts, but we know that a Bot may not always have the answer. Therefore, when the case arises, it will put us in contact with an agent who, freed from the faster queries thanks to the Bot, will be able to spend more quality time on the more specific doubts. In this way, a balance is sought between automation and human interaction, creating a dynamic experience adapted to customer demand without affecting the quality of service.
With this tool, the aim is to optimize customer participation in the points of contact they want to establish with Metrovacesa, facilitating self-management and satisfying the demand for more immediate and digital contact without neglecting personalized attention.
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