--- title: We Are Fiber Blog - English | marzia description: We Are Fiber Blog - English version --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [English](https://www.wearefiber.com/en/blog/author/marzia) - [Italiano](https://www.wearefiber.com/it/blog/author/marzia) English - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # marzia ## [Real-time chat: Customer Care that works](https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works) January 31, 2022 Many of us have, at least once, had the opportunity to **speak with a company through a chat**. Using... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works) ## [Outsourcing: Making e-commerce increasingly competitive](https://www.wearefiber.com/en/blog/2020/11/05/outsourcing-making-e-commerce-increasingly-competitive) January 31, 2022 In recent years, e-commerce activities have taken off, resulting in it becoming increasingly... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/05/outsourcing-making-e-commerce-increasingly-competitive) ## [The savings that can be obtained with an outsourced contact center](https://www.wearefiber.com/en/blog/2020/11/09/the-savings-that-can-be-obtained-with-an-outsourced-contact-center) January 31, 2022 Until a few years ago there were **call centers**, large rooms where various operators answered the... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/09/the-savings-that-can-be-obtained-with-an-outsourced-contact-center) ## [The necessary steps for a successful omnichannel strategy](https://www.wearefiber.com/en/blog/2020/12/29/the-necessary-steps-for-a-successful-omnichannel-strategy) January 31, 2022 An appropriate **omnichannel strategy**, which supports users through various channels, greatly... [READ MORE](https://www.wearefiber.com/en/blog/2020/12/29/the-necessary-steps-for-a-successful-omnichannel-strategy) ## [The classic that never dies: a toll-free number and telephone customer assistance](https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance) January 31, 2022 The most classic customer service is usually managed with a toll-free number through assistance... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance) ## [Social customer care: what it is and why it is important](https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important) January 31, 2022 For some time now, **social media** is no longer simply a virtual meeting place for users, but a real... [READ MORE](https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important) ## [Supplier Relationship Management: how to create winning relationships with suppliers](https://www.wearefiber.com/en/blog/2020/09/25/supplier-relationship-management-how-to-create-winning-relationships-with-suppliers) January 31, 2022 Knowing **how to relate to one's suppliers** is important for any small, medium or large company.... [READ MORE](https://www.wearefiber.com/en/blog/2020/09/25/supplier-relationship-management-how-to-create-winning-relationships-with-suppliers) ## [What does a back office clerk do and how important is this for the company?](https://www.wearefiber.com/en/blog/2021/01/22/what-does-a-back-office-clerk-do-and-how-important-is-this-for-the-company) January 31, 2022 When we talk about call centers and customer assistance, we immediately think of rooms of operators... [READ MORE](https://www.wearefiber.com/en/blog/2021/01/22/what-does-a-back-office-clerk-do-and-how-important-is-this-for-the-company) ## [We Are Fiber follows the GDPR procedures to protect customer data](https://www.wearefiber.com/en/blog/2020/08/29/we-are-fiber-follows-the-gdpr-procedures-to-protect-customer-data) January 31, 2022 On May 24, 2016, the General Data Protection Regulation (GDPR) or The Regulation (EU) 2016 / 679... [READ MORE](https://www.wearefiber.com/en/blog/2020/08/29/we-are-fiber-follows-the-gdpr-procedures-to-protect-customer-data) ## [Techniques to improve customer care](https://www.wearefiber.com/en/blog/2020/11/02/techniques-to-improve-customer-care) January 31, 2022 Paradoxically, when a couple argues, it is a good sign, since it means that there is still mutual... 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Using Messenger, Whatsapp, Skype or other platforms, you may well have thought you were talking to a real person, but in reality you have communicated your problems and your requests to a bot. Have you noticed? Presumably, 50% of you thought you were talking to an operator. The modern live chat, in fact, is equipped with intelligent technology that allows it to respond adequately to frequently asked questions. In addition, thanks to an automatic learning system, the bot is able to learn independently. Chat: responses to customers in real time For many companies, chats that respond in real time have become essential, especially in the case of sectors where it is necessary to build a direct relationship with customers. Problem solving in real time is a critical factor for improving the customer experience and the reliability of the company. The user who contacts the chat assistance cannot wait, which is why it is essential to have a sufficient number of resources to fulfill user requests and, if possible, to guarantee a 24-hour service. Cost reduction and increased revenue Live chat technology is also more convenient than telephone and email support. There is no need to pay for every call, pay for VoIP or for email accounts. Another reason why live chat helps reduce costs is that it allows operators to do multiple tasks at once. For this reason, companies can employ fewer staff than they normally would. Many companies that need high-performance conversational bots rely on external vendors, who can build solutions with greater expertise and lower costs. We Are Fiber specializes in customer care management with the use of cutting-edge technologies. Our services are flexible and tailored to the needs of the customer, for any sector, both in Italy and abroad. Do you want to know how to create a live chat and implement the service according to your needs? Contact We Are Fiber to find out about all the solutions available for your business.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Real-time chat: Customer Care that works", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Customer-service-chatbot-1024x576-1.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "In recent years, e-commerce activities have taken off, resulting in it becoming increasingly difficult to keep everything under ‘control’. Some sectors require specialized figures who are often not found in the company and hiring them would involve too high a cost. This problem arises especially if it is the case of a ‘newborn’ e-commerce activity. At the same time, the demands and expectations of consumers are ever on the rise. Compared to larger e-commerce giants, small e-commerce companies can often feel inadequate and are unable to provide the same services, thus always remaining one step behind. This is where outsourcing comes into play. Whatever the sector, outsourcing allows e-commerce companies to implement services without having to hire or invest money in the latest technologies. Saving time and money Managing an e-commerce business by entrusting some services to outsourced resources offers quantifiable advantages in terms of time and costs. Not having to employ your staff in activities that distract from the core business brings immediate benefits to the company. Customer service ready for every need Thanks to outsourcing, any company can guarantee a multilingual and multichannel customer assistance service that successfully accompanies the user in his or her shopping experience. This proves to be an indispensable tool for monitoring users' purchasing behavior, so as to anticipate any critical issues. Customer service is crucial, as poor service causes a high churn rate. In addition, some customers do tend to write about bad experiences online and within no time at all, this can go viral, causing havoc for a brand image. On the other hand, the same chain reaction occurs when one has a positive meeting with the customer support team. It can turn an occasional customer into a loyal one. Real-time analysis and reporting A fundamental aspect, which too often is not taken into consideration, is the monitoring and evaluation of the quality of a service. This phase is characterized by more or less direct involvement of users, in order to analyze the customer experience. Receiving feedback from users is certainly an added value to develop better performing strategies. Customer opinions are the primary tool for evaluating so-called customer satisfaction, or the level of user satisfaction with the products and services offered. With outsourced services, you can conduct real-time evaluation and compile reports on your business, without further additional expenses. Do you think that outsourcing could be a solution for your e-commerce business? Do you want to understand how we can help you manage your online store and improve sales results? We Are Fiber is the ideal partner to entrust with outsourced services. With great experience and professionalism, we are always happy to help our customers. We are ready to start a journey together. Are you? Let's talk! Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (UK): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Outsourcing: Making e-commerce increasingly competitive", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/ecom-outsourcing-1-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/05/outsourcing-making-e-commerce-increasingly-competitive", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Until a few years ago there were call centers, large rooms where various operators answered the phone to support customers and solve certain problems. Very often, the voices of the operators overlapped with one another, so much so that it was difficult for the customer to speak and understand the directives of those on the other side of the handset. Today, call centers have turned into contact centers which, in addition to the use of the telephone, provide many other communication channels which are faster and more practical, such as web, chat, email, Whatsapp, and social media. In this way, companies can focus more on the customer and offer him or her a swift and effective support service, so strengthening the loyalty process. A contact center service, however important for a company, risks draining a great deal of energy, both in terms of human and economic resources. Surely it is time to consider the solution proposed by We Are Fiber: an outsourced contact center. Companies that cannot manage a contact center directly can rely on us, where we have the tools, the means and the staff to provide this critical service. If you wish to know how to outsource your contact center, contact us at We Are Fiber and together we will find the solution that best suits your needs. The evolution of the contact center: the advantages for companies and customers Before delving into the advantages of outsourcing a contact center, it is important to understand how the relationship between company and customer has profoundly changed. Modern customers are increasingly demanding, having changed their purchasing and service habits. They want immediate answers to their questions, so the telephone service alone appears obsolete and unable to respond to the enormous number of requests for assistance. Various digital tools (websites, live chat, FAQs, emails, social networks) have come to the rescue, to give precise and quick answers, allowing users the possibility to choose the type of preferred assistance. In addition to the communication channel, customers can also choose the best device to request assistance. For example, if they are out and about and want to take advantage of a promotion that has a limited duration, they can ask for assistance or advice directly from their smartphone. Waiting times are, in fact, halved and assistance services shaped for use and consumption by customers. The advantages are also evident for companies that, with telephone support alone, were no longer able to manage the enormous flow of customer requests. The new digital services decongest assistance centers and deal with customers queries and issues in entirety and without wasting time. Having multiple communication channels is certainly a strength for companies, which can quickly reach a wider target of customers. Communication methods and messages can also be customized, establishing a constant relationship with users and focusing attention not so much on the product, but on the customers themselves. Why outsource contact center services There are two types of contact centers: in-house and outsourced. An in-house contact center is managed directly by a company, without relying on any external partner. This solution requires the hiring and training of personnel, which, of course, also involves a rather high cost, which is accompanied by a considerable investment of time. In some cases, it is necessary to resort to internal resources, who are moved from their positions to carry out other types of tasks for which they are not prepared. This situation generates internal chaos, with the risk of not focusing on the company's core business and losing sight of the real objectives. An outsourced contact center entails the outsourcing of the service to an external company, which takes care of it completely. We at We Are Fiber specialize in the creation of customized contact center systems, capable of offering complex and detailed support for every need. This provides increased flexibility in customer service and serves to reduce labor costs, with savings of up to 50%. In fact, the company does not have to use resources to recruit or train staff, nor does it have to make technological investments: everything is achieved by We Are Fiber. We provide trained staff, prepared to face any situation, with a high problem solving ability and perfectly able to use the technological tools. In particular, We Are Fiber implements a CRM (Customer Relationship Management) strategy, so as to satisfy customer requests and collect valuable data about them, such as purchasing habits and preferences, in order to offer an increasingly personalized service. If you wish to offer ad hoc solutions to your customers, modulate the offer according to a specific target audience and increase your turnover, We Are Fiber is the ideal partner to give new impetus to your business. Contact We Are Fiber", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The savings that can be obtained with an outsourced contact center", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/contact-center.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/09/the-savings-that-can-be-obtained-with-an-outsourced-contact-center", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "An appropriate omnichannel strategy, which supports users through various channels, greatly increases the level of customer loyalty and strengthens brand awareness for a company. Omnichannel, however, is a concept to evaluate and analyze fully to exploit its potential. Even though it is a winning strategy, a careless or superficial approach would not guarantee the promised results. On the contrary, it would lead to unnecessary expenses for the company. If you want to know the advantages of omnichannel and apply its services to your company, contact us at We Are Fiber. We have all the tools to optimize your customer service, support sales with valuable contacts, and manage business processes. What is meant by omnichannel? Since this term is a neologism that has appeared in recent years, before understanding the appropriate strategies, it is necessary to understand what omnichannel is. Today, online and offline overlap, as users, regardless of whether they approach a physical store or an e-commerce site, expect to receive the same assistance service. Omnichannel fits into this context, where it entails managing all channels and points of contact between company and customer, both online and offline, to provide adequate assistance. Until a few years ago, the business approach was considered multi-channel. Customers had various points of contact with the company, such as physical stores, e-commerce sites, chat etc. In this case, however, these so-called touchpoints were unrelated to one another, so they did not act in synergy. In practice, the customer could receive better or worse service, depending on the channel used. Omnichannel, on the other hand, aims to connect the various communication channels, both online and offline, providing a uniform and fluid service to customers and implementing a level of customer experience. To achieve this goal, it is necessary to rely on cutting-edge technologies, such as those proposed by We Are Fiber, capable of centralizing all channels, tracking interactions, and collecting useful data and information. Everything revolves around the customer, who must be the center of every omnichannel business. In this regard, there are some common errors in omnichannel that should indeed be avoided. Customers don't like repeating things over and over again Customers are often forced to repeat the same questions and provide the same information when they switch between channels. This is certainly not a good thing, as the consumer wants to be recognized immediately. All touchpoints must therefore act in synergy and provide the same treatment to consumers. Users must be able to send a request via email, and be supported by the company even if they contact it later via chat. Responsive and fast channels Modern customers want fast and relevant answers, as the general level of patience has dropped significantly. If they have to wait minutes on the phone accompanied by an irritating tune, if they don't receive immediate replies to their emails, or if there are no operators available to respond in a chat, they will most likely turn to a competitor. Similarly, it is unfair to provide customers with different communication channels, if in reality only two or three are working. In this case, it is advisable not to cheat and provide fewer communication channels, as long as they are perfectly efficient and able to give quick and decisive answers. Optimizing the customer journey The customer journey can be considered as the consumer's journey, which involves several stages and must take place without excessive disruption. For example, some customers start purchasing a product online, and then complete it in the physical store. The company must therefore equip itself with the necessary tools to accompany the customer in the various stages of purchase, providing constant and effective support both online and offline. The advantages of artificial intelligence A great help to shops, companies and e-commerce businesses comes from artificial intelligence, a real ace that optimizes the user experience. Among the most effective solutions are chatbots, software capable of answering customer questions as if they were human beings, through a sophisticated learning method, called machine learning. Chatbots, in addition to providing effective responses, are active 24 hours a day and can therefore guarantee support at any time of the day. Support workers are thus freed from a series of secondary tasks, dedicating themselves to solving problems that require specific skills. Waiting times and costs are reduced, to the benefit of company productivity. Performance and ROI measurement The interactions between the various channels and the measurement of ROI (return on investment) are essential to understand the strengths and weaknesses of approach strategies with customers, and then take the necessary countermeasures. Marketing campaigns, for example, can thus be structured and customized according to the data available, directing them towards a specific target audience to optimize the investment. We Are Fiber offers you a complete and avant-garde omnichannel platform to grow your company with targeted interventions. For more information, contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The necessary steps for a successful omnichannel strategy", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/omnichannel-strategy-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/12/29/the-necessary-steps-for-a-successful-omnichannel-strategy", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The most classic customer service is usually managed with a toll-free number through assistance with telephone contact. Even this traditional service has to be as efficient as possible in order to be successful. This is why it is essential to guarantee an active service 24 hours a day, 7 days a week. Very often, however, companies with their own resources are unable to provide this type of assistance, or simply do not have high-performance technology available. The costs associated with activating an assistance service which is always available are high and it becomes difficult to find qualified agents and operators in your area. For this level of service, it is essential to look outside and consider an outsourced call center service. Do you want to discover the benefits of outsourcing your customer service? Why outsource customer support Customer care services manage all activities to provide assistance to your customers, by providing a team specialized and trained in active customer management, who can give immediate answers in the pre-sale, sale and post-sale phase. The tools used are shared and structured in a flexible manner after careful analysis of the business needs and target audience. Communication via telephone contact is personalized and telephone usage has a dedicated toll-free number. Here are the benefits of outsourcing telephone customer support: Cut costs and increase earnings Companies that manage customer contact in-house often have to deal with very high costs. With outsourcing, it is possible to convert fixed costs into variable costs. In addition, you no longer need to invest in employee training or expensive technology. Outsourcing customer service to a trusted vendor can help save on capital expenses and increase operational flexibility. Qualified operators available The companies specialized in outsourcing have a dedicated and ad hoc team at their disposal to better manage customer service. Depending on the industry, dedicated staff will be chosen on the basis of their skills and abilities. Increase efficiency and competitiveness Outsourcing ensures that customers will get the help they need when they need it. This, in turn, will increase satisfaction, and improve the customer experience. Focus on value activities Outsourcing customer care allows a company to focus on core business and higher value activities. This ensures that such businesses leverage the power of outsourcing and always stay one step ahead of the competition. Outsourcing telephone customer support with We Are Fiber We Are Fiber offers a quality customer support service, including constant technical support, a toll-free number, ticketing, and instant messaging. We can boast of a continuously updated and trained multilingual staff and a 24-hour service with maximum availability whatever the time zone. A good customer care service also includes the flexibility of work shifts and support for internationalization, to help your business grow in other markets and countries. The five primary customer care services that We Are Fiber offers are: a help desk, customer service, ticketing management, social instant messaging and a booking office. Share your company values with us, and we will answer your customers' questions for you, across all your channels, such as technical support, instant messaging, ticketing, and a toll-free number. We always guarantee you a quality service, consistent with your brand essence. Contact We Are Fiber and find out how to create an effective customer service to promote your business. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The classic that never dies: a toll-free number and telephone customer assistance", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/numero-verde_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "For some time now, social media is no longer simply a virtual meeting place for users, but a real marketing and communication tool for companies and brands. In this context, social customer care was born, which differs from traditional customer assistance precisely because of its social character. Before understanding what social customer care is, it is appropriate to analyze the exponential growth of social networks. Facebook boasts over 2 billion users, Instagram has tripled its number of subscribers in recent years, and Whatsapp and Messenger have recorded an unparalleled rate of growth. By analyzing consumer behavior, companies can obtain valuable information for their marketing campaigns, but can also provide a social media customer care service tailored to the needs of their customers. To request information or support on a product or service, over 60% of users rely on the social pages of a brand. Do you want to understand how to make your company social ? Contact us! Here at We Are Fiber, we have developed social customer care strategies that are perfectly suited to every need. The definition of social customer care Social customer care can be considered as a customer service provided on social networks, such as Facebook, Instagram and Twitter, where the brand is present. All the social media customer care best practices are therefore relevant, such as managing requests and questions from users. It differs from traditional assistance, based mainly on the collection and management of consumer data, as it offers a further flow of more updated and detailed information coming from social networks. Where and how to provide customer care services on social networks A large part of online commerce passes through social networks, where being present is equivalent to being visible. It would be preferable to have a company profile on each social network, but this is not always possible, especially for small brands and companies. To provide a satisfactory social media customer care service, it is therefore advisable to employ those platforms most used by your customers, so as to optimize internal resources. Better to be present on one or two social networks, but to guarantee an effective and proactive assistance service, than being present on numerous social networks, but without being able to answer customer questions effectively. If a brand is present on social media, consumers expect to be able to interface with the company to ask questions, solve problems and satisfy curiosity at any time. KPIs of customer care in social media marketing Social network customer care is of fundamental importance for a company, but it is advisable to know the KPIs (key performance indicators) that determine the success or, on the contrary, the failure of the service offered. There are three fundamental criteria to be met: speed, familiarity and resolution. If customer care via social media is not guaranteed, it risks turning into a boomerang. Modern users want everything immediately, so when they turn to a brand on social media, they expect a comprehensive and relevant response within 60 minutes. Companies must therefore organize themselves to guarantee feedback and responses in a short space of time, using modern technology that includes chatbots and social customer care software, capable of independently managing each request. Secondly, users don't like to be treated as numbers and, specifically, they don't want standard answers. Instead, they like personalized answers based on the specific needs of the moment. The presence of a trained and professional staff of dedicated operators is therefore required, able to bring out the human component of the company. The last point concerns the resolution of issues. Customers not only want quick and immediate answers, but also definitive ones, that is where the business is capable of solving the problem once and for all. For this reason, it is important to keep track of the most frequent critical issues, in order to remedy them without having to deal with them periodically. Social media and customer care: the strategies to be adopted Each company must draw up a personalized strategy, including the tools to be used to respond to customers and a plan to manage all moments of crisis. As mentioned, staff must be suitably trained and prepared to better manage the service and understand the company protocols, so as to provide adequate and structured answers. Negative comments and complaints do not necessarily have to be viewed in a negative light. However, on social networks it is preferable to move communication to private channels, such as chat, email or telephone, to try to solve problems. In this way, customers appreciate the care and attention that the company pays them and are more prone to become loyal. At We Are Fiber, we have implemented and optimized performing solutions for every need when it comes to social customer care. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social customer care: what it is and why it is important", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Social-customer-care_-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Knowing how to relate to one's suppliers is important for any small, medium or large company. Management of the supply chain, production and distribution, known as supply chain management, has undergone a period of profound transformation in recent years, especially in our globalized economy. Some suppliers have a direct impact on the results and objectives of companies, where the latter must hence evaluate a series of choices when it comes to their suppliers. It is not enough to contact the partner who guarantees the greatest savings, but, rather, it is necessary to consider a series of variables included in the so-called SRM, or supplier relationship management. If you want to optimize relationships with your suppliers, contact us at We Are Fiber, for a customized service so as to manage your business processes effectively and accurately. What is supplier relationship management and how was it born? In reality, the concept of SRM is not entirely new and, in fact, dates back to the 1980s. In 1983, Peter Kraljic, a consultant of McKinsey, spoke for the first time about SRM, understood as the ability to manage the approach and relationship with one's suppliers strategically. Following a given supply management strategy, each company should evaluate and rank suppliers, to determine which products or services are a priority for the business. Following this analysis, it is possible to plan those strategies and actions aimed at improving productivity, simultaneously evaluating the levels of risk and profitability. In this way, the entire supply process becomes more harmonious and structured, allowing the company to be proactive on the market and respond adequately to customer requests. The 3 pillars of SRM The supply chain and the decisions made in this regard have a direct impact on various areas of the company, including logistics, financial aspects, project management, quality control and procurement. It is thus essential that the supply chain is well managed, in order to build up the success of a company. Suppliers are very important partners and must be considered as a fundamental component of the gears of your company. It is therefore necessary to take care of relations with them, avoiding merely considering costs, but, rather, making 360° evaluations. The first pillar of SRM is the segmentation of suppliers, which entails analyzing the performance and priorities of suppliers in relation to their type of production. The second pillar is the development of a planned strategy to manage suppliers, understood as the distribution of internal resources according to one's business. Finally, the third pillar is the execution of the strategy, which implies an organizational model that allows you to relate adequately to the supplier based on its strategic importance. Throughout this delicate process, we at We Are Fiber can provide you with the right tools to manage the relationship with your suppliers successfully, putting fuel into your company's engine, so that you can be one step ahead of your competitors. How to build winning relationships with suppliers A good SRM strategy is not aimed at merely reducing procurement costs, but its benefits are tangible in the medium and long term and are measured by way of other indicators, rather than simply cost efficiency. It is therefore important to focus on the relationship with the supplier, establishing one of trust and mutual esteem to achieve the respective objectives. Growth is the aspiration of every company, so it is necessary to raise the level of mutual objectives, where the company and supplier understand the weak points to be reinforced in the business processes and aim to perfect joint strategies to do so. The relationship must be based on the achievement of bilateral advantages and benefits, mutually improving and acting in synergy, according to one's own strengths. The market is constantly evolving, so it is necessary to seize the opportunities it offers, to reduce business risk and raise the quality of services and products. Finally, it is essential to take advantage of technology and all the new tools available, to have a complete picture of suppliers and quickly analyze the risks and opportunities for both the business and supply chain. The results of SRM In light of the above, we can conclude that SRM ensures at least 3 advantages. Warehouse management and delivery times are optimized, giving the company the ability to react effectively to customer requests and save on expenses. Production planning becomes more efficient, allowing the possibility of cutting unnecessary costs and implementing those services that work best. Finally, waste and errors can be measured and identified, in order to improve the final profit. If you wish to provide your company with an edge, you need a valid SRM strategy, so as to choose your suppliers wisely and build a profitable and trusting relationship with them. During this process, you can rely on the tools and professionalism of We Are Fiber, equipped with the most innovative and technological services on the market. Contact us, so that we can find the best way to relaunch your business.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Supplier Relationship Management: how to create winning relationships with suppliers", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/management-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/09/25/supplier-relationship-management-how-to-create-winning-relationships-with-suppliers", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "When we talk about call centers and customer assistance, we immediately think of rooms of operators equipped with headsets and PCs. In reality, in this sector there is also another fundamental figure: the back office employee. It is this person who manages things behind the scenes and serves as a contrast to the front office. The primary back office activity is linked to the control of the work performed by the respective front offices. For example, when a customer service representative receives customer data to be entered into the system, the back office double checks to see if there is any error in the data received by the representative over the phone. If so, the necessary steps to correct this will be taken, while maintaining contact with the representative. In addition, the back office occupies a quality control role, so that project management is effectively evaluated. Overall, this department is of great importance and its contribution is invaluable in monitoring the work being done. The activities of the back office operator include: transcription, data entry and processing, compliance control, activation of procedures, transfer of documentation to the relevant offices, and writing of accounting operations. The challenges faced by the back office The main issue that the back office faces is that of organizing the structure of the company, so as to solve problems in advance. A back office that works well foresees solutions and avoids negative consequences from problems arising. Another challenge is finding easy-to-understand tools that improve performance and simplify internal processes. How do you make a back office worker efficient? One aspect to consider is communication. To ensure that internal processes are streamlined and effective, communication channels must be well integrated. Medium and large businesses can use the intranet, while smaller businesses can use corporate email and direct lines without intermediaries. However, it makes no sense to use all communication tools if their use is not appropriate. Even with these methods, effective training is required so that the message is not compromised. In addition, every employee must know how to anticipate possible problems. Outsourcing back office activities By entrusting back office activities to outsourcing, the company can count on trained and qualified personnel and free internal resources from low added-value activities, thus also reducing fixed costs. Among the outsourcing services offered by We Are Fiber, the back office is one of those with the greatest added value. It provides essential support for companies who seek professionals at their side, able to dedicate themselves to the project and follow it carefully to completion. At the same time, it allows the customer company staff to devote themselves to more productive activities. Contact We Are Fiber now to find out about all the services needed to relaunch your company towards new borders.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "What does a back office clerk do and how important is this for the company?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/LAddetto-al-back-office_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/01/22/what-does-a-back-office-clerk-do-and-how-important-is-this-for-the-company", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "On May 24, 2016, the General Data Protection Regulation (GDPR) or The Regulation (EU) 2016 / 679 was introduced. The GDPR provided a new approach to privacy, outlining a united data processing protection law. This was in response to the unique challenges arising from technological evolution and globalization. The legislation contained in EU Regulation 2016/679 aims to protect the confidentiality of personal data, preventing the potential damage and harm caused to fundamental freedoms and personal dignity through its incorrect use. This legislation is particularly relevant for any company that processes a plethora of personal data daily, most of the time concerning the identification and payment information of customers and employees. Fiber Group offers your company a reliable partnership where all your privacy requirements are ensured according to the ever-adapting privacy context. How to protect personal privacy data? The data processed by Fiber Group is indispensable for the provision and management of services. It can be used by staff, ensuring compliance with professional and organizational protocols and ensuring the rights of all interested parties (articles 12 to 22 of the GDPR). Following the provisions of the GDPR, Fiber Group ensures your business operates on the principles of legitimacy, correctness, lawfulness, essentiality, and relevance, and prudence concerning the data collected. One of the most significant innovations of the Regulation is the introduction of the principle of accountability, which assigns data controllers to prove compliance with the principles applicable to the processing of personal data. To implement the principles above, Fiber Group, protects data from the design stage, through the preparation of adequate technical and organizational measures (By Design), to guarantee, only necessary data for specific purposes is processed (By Default). Fiber Group Sh.pk takes the rigorous certification path Thanks to the rigorous approach to privacy, security, and compliance provided by the GDPR, Fiber Group Sh.pk has an extensive compliance portfolio in the sector. After a period of document implementation in compliance with the rules of the GDPR 679/2016, Fiber Group Sh.pk went through internal first-party audits. Second-party audits, performed by their commercial partners followed, and finally they went through an independently-requested third-party review, performed by a certifying body. Through this rigorous process, Fiber Group Sh.pk was issued a certification of its compliance with the GDPR 679/2016. Furthermore, in full compliance with the requirements for the assessment and treatment of information security risks, Fiber Group has also obtained the ISO / IEC 27001 certification. Staff training and awareness The company organizes various training opportunities around the topic of security data, including courses for employees, ensuring that personnel with specific security responsibilities and privileged access to corporate security systems are adequately trained and qualified. It is essential to ensure that staff and suppliers are respectfully aware of their responsibilities regarding data security. We know the position of the Data Protection Officer Regulation (EU) 2016/679 introduces the figure of the Data Protection Officer (Responsible for data protection); Fiber Group has designated the data protection officer, whose tasks are indicated in a timely manner in the GDPR in Article 39. These tasks are essentially three: to inform, monitor and cooperate. The Regulation establishes the need to appoint the Data Processing Manager (RTD), that is the person or body that processes personal data on behalf of the data controller. For these reasons, the designation of the DPO was essential for Fiber Group, which pays maximum attention to the processing of personal data. The DPO has the task of informing and providing advice to the owner or manager of the intervention and to the employees who carry it out. They must also monitor compliance with the effective protection and storage of data according to the regulation, as well as the responsibility and training of the personnel responsible for the processing. If requested, they are consulted to provide an opinion on the impact assessment on data protection, as established by art. 35. Finally, they must actively cooperate with the supervisory authorities, representing a point of reference in all matters related to processing.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "We Are Fiber follows the GDPR procedures to protect customer data", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/gdpr-2-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/08/29/we-are-fiber-follows-the-gdpr-procedures-to-protect-customer-data", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Paradoxically, when a couple argues, it is a good sign, since it means that there is still mutual interest. Likewise, it could be a good sign when a customer complains, since it implies that he or she has high expectations of that particular company and therefore demands quality services. If, on the other hand, a customer does not have high expectations of a company and is not satisfied with the service obtained, that person will often simply quietly leave the company and no longer purchase the products or services. This way, you will lose customers without even knowing why. This preamble is necessary to emphasise the importance of customer care, where satisfying the needs of consumers means retaining them and transforming them into customers. If you wish to know how to improve customer care, just contact us at We Are Fiber. We possess all the necessary tools to meet the requests and needs of your company. Next, we’ll analyze the best techniques to optimize customer care, so stay with us. Explanation techniques: the importance of a structure A fundamental aspect of customer service is the explanation given to customers, which must be founded on an orderly structure for efficient and transparent communication. A structured explanation is perceived more clearly by people, who thus consider that they have received adequate support and obtained the answers they require. Let's take an example and assume you have 30 books to divide into a library. If you place them in bulk on the shelves, you will have a harder time finding the book you need quickly. If, alternatively, you order them by name or category, you can immediately find the book you need. This is a trivial example which demonstrates how important it is to implement a structured method. One of the most popular explanation techniques, especially in sales, is the problem-solution-benefit scheme. Firstly, the problem that afflicts the user is reiterated, followed by an outline of the ideal solution and why this is a fitting response. Finally, the advantages and benefits of that particular product or service are listed. Another common technique is the so-called ELI5, an acronym for “Explain it like I'm five years old” or “explain it to me as if I were five”. Of course, this does not mean that you must use childish language, but rather terms that are simple to understand and not excessively technical, especially if the user is not familiar with the subject. How to empathize with the customer Empathy is another priority aspect for establishing a good relationship with the customer and optimizing customer care services. You have to put yourself in the customer's shoes to understand their discomforts and why they are angry or upset. Looking at things from another point of view often helps to better appreciate the issues faced and have a broader perspective in this regard. Several techniques are available when it comes to empathizing with the customer, where one of the most popular is the so-called HEARD (hear, empathize, apologize, resolve and diagnose) framework, used and perfected by Disney. In the “hear” phase, you simply have to listen to the customer without interrupting, giving the person the opportunity to expose the problem and also to let off steam. The second phase, “empathize”, is necessary so as to identify with the client, demonstrating that the company has taken charge of the request, where establishing an emotional and almost friendly relationship is critical. In the third phase, “apologize”, it is essential to provide an apology to the customer for the disservice. Apologizing is equivalent to an admission of responsibility, which is followed by immediate action aimed at solving the problem. In the fourth phase, “resolve”, the problem is solved, preferably in a short or reasonable space of time. If there is a delay, it is necessary to communicate this to the customer in a communication context that is always transparent and direct. Finally, diagnose is a crucial phase to implement. It is not enough to fix the problem, but you need to understand why it happened. Figuring out the source of the issue makes it simpler to predict such issues and thereafter prevent them, so raising the level of customer satisfaction. Interrogation techniques During the customer support service process, whether by phone, in person, or via chat, it is important to use the right interrogation techniques to gather useful information in order to solve a problem, or sell the ideal product based on the user's needs . A distinction must be made between open questions and closed questions. Open questions are used to collect general information, so as to have a complete overview of the context. Closed questions, on the other hand, ensure direct answers, which helps to hone in on the problem and possible resolutions. In addition, suggestive questions assist with guiding the client in a specific direction, ensuring that he or she makes every decision without forcing things. Furthermore, verifying questions are used to support your hypothesis about the challenge or issue at hand. For example, if your customer complains about a site that is excessively slow, you might assume that the disservice is due to upload images being too large. So, simply ask what type of photo he or she uploaded to validate or otherwise discard your hypothesis, in order to proceed by exclusion until the problem is identified. We Are Fiber knows all the techniques around to improve customer care and we use only the most modern technological services. Do you want our support? Just contact us and together we will find the ideal solution to give your company wings. Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (United Kingdom): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Techniques to improve customer care", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Work-stress-1024x576-1.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/02/techniques-to-improve-customer-care", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```