Establishing an emotional connection with customers is the main objective of companies aiming to strengthen their brand. Nowadays, offering a good product and making it available in the right market is not enough. It is necessary to generate a whole positive shopping experience around it.

Through this connection, it is possible to convey positive brand experiences to customers, thus building a lasting relationship based on trust that can lead to long-term commitment. The result: loyal and engaged customers who will recommend your brand to new customers.

The importance of Customer involvement

Customer engagement is the level of loyalty that consumers develop with a brand and symbolizes the relationship that many brands have with their users. To achieve it, companies usually take into account some key factors that influence engagement, such as good customer service and efficient after-sales service, among others.

It has become crucial to involve the customer in the different business processes to create loyalty and achieve the desired engagement for a long time. In addition to providing us with quality information associated with consumer needs, customer engagement is an excellent way to maintain regular and active contact with customers. OfficeTrack specializes in managing customer requests and enables you to respond to them more effectively.

The path to strong and lasting customer engagement involves providing consumers with positive experiences and enabling them to proactively interact with our brand. OfficeTrack can help with this by facilitating responses to your customer inquiries and reducing operational costs at the same time.

How does OfficeTrack help you achieve customer engagement?

OfficeTrack’s customer satisfaction module has been specially designed to optimally manage customer concerns. The platform allows companies to schedule and manage requests, as well as audit and monitor their progress. In this way, the tool helps to optimize the customer service process, thus improving interaction with users.

As part of its proposition, the OfficeTrack solution also offers a range of additional tools to manage customer interaction and automate the entire customer service process. These are some of them:

Solution number 1: Flexible Booking System.

With OfficeTrack’s booking module, your customers can quickly view and choose the date and time of their visit, receive a booking confirmation, and reschedule or cancel it easily and quickly using their computer or smartphone.

This alternative allows you to optimize the work of customer service technicians by up to 23%, significantly reducing programming and configuration times and speeding up the entire process.

Solution number 2: technicians’ estimated time of arrival (ETA)

With the Estimated Time of Arrival (ETA) module, customers receive an alert via text message or email indicating the estimated time of arrival of technicians at the chosen address.

ETA alerts enable real-time communication with customers, which is especially useful in case of unexpected inconveniences such as traffic delays, accidents, vehicle breakdowns and other possible contingencies.

Solution number 3: send customers a Service Report

The OfficeTrack solution allows companies to automatically generate a fully customized and detailed report in PDF format for their customers. This report includes all the information related to the service.

In this way, customers will know that their service request has been processed and will have detailed information about the entire process.

Solution number 4: Customer Satisfaction Report

To achieve and maintain the highest levels of customer satisfaction, it is necessary to interact with customers, know what they think of your service and receive their feedback. This is the only way to build a long-term relationship based on trust.

To that end, the OfficeTrack module allows you to create a customer satisfaction survey that will help measure the level at which expectations have been met to obtain customer feedback or suggestions that can help you optimize your service.

Achieve active customer engagement with OfficeTrack

Customer engagement is essential to building a lasting relationship with your customers. OfficeTrack helps you strengthen that relationship with useful and functional tools that optimize your customer service processes. This way, your business will achieve the desired emotional connection with customers. Be sure to request a demo with our team if you need help improving customer satisfaction in your business.