Latin American Interaction

Define a detailed work plan to implement the technology needed to enable each of the channels of interaction and support necessary processes. Interaction channels they have a few costs associated in its implementation and operation. The channel of direct visit (of direct sales) or forces field service is usually the most expensive. In the second instance is the channel for Contact Center because of the technology required and the large number of staff required (this depends on the size of the operation). Channels that can have a more effective cost/benefit ratio in the medium and long term are e-mail and Web. Increasingly the concept of Auto Service or Auto care charges greater validity.

The electronic media are that better support such strategies. Anyway, it is important to bear in mind the balance that should exist in interaction channels that allow a sufficiently effective and profitable customer relationship, without losing the human sense of the relationship with the client. By culture and tradition, people in Latin American countries are more given to personal contact and oral expression. In many regions, we very given to express ourselves verbally and want to have someone in person or to the Sunrise side of the line. Older generations are more reluctant to interact with electronic media due to ignorance, lack of information and even mistrust issues. The most recent generations are much more prone to interaction through electronic channels and undoubtedly social networks are one of the factors that most influence today the buying habits of people. The personal and human interaction remains very important in our midst, but as new generations are integrated into the economic and productive system, they become more important electronic channels. Equally access to electronic media more grows increasingly and the availability of Internet is much wider and the cost is much less that a few years ago. This is an element of reflection important for companies and will need to be prepared to integrate a mix of channels of interaction with the client that allows effective and profitable communication for the company.