Common mistakes when implementing technology in customer service and how to avoid them
Real-life cases + simple technological solutions
Implementing technology in customer service can make the difference between a fast service and one full of frustrations.
However, many companies make mistakes when incorporating solutions such as Chatbots, AI, or platforms of Call Center and Contact Center, directly impacting productivity and user experience.
In this article we show you the most common mistakes and how to avoid them with practical solutions that apply to both small businesses and large corporations.
1. Not thinking about multichannel from the beginning
Mistake: Implementing technology only in one channel (e.g., web chat) and leaving out other points of contact such as calls, social media, WhatsApp or email.
Real case: Many companies launch a digital channel without integrating it with their Call Center or its Multi-agent chat, generating fragmented experiences.
This causes the customer to have to repeat their case several times or wait longer than necessary.
Solution: Opt for a platform that connects all channels in one place, such as a Multichannel Contact Center.
With iKono Telecommunications, Your agents can provide support through multiple channels, including calls and chats, offering continuous and consistent service.
2. Do not centralize customer information
Mistake: Using isolated systems for each channel or department prevents viewing the complete history of each customer.
Real case: Agents cannot see previous conversations, they don't know if the customer has already been served, and they end up repeating questions or steps.
Solution: Centralize all your chats in a single connected system. This way, each agent has access to the customer's complete history and can resume the conversation from any channel without losing context.
3. Automate without supervision or strategy
Mistake: Install a Chatbot or assistant with AI and let it run without analysis or adjustments.
Real case: Poorly configured bots can give incorrect answers or leave more complex requests unresolved, affecting customer trust.
Solution: Constantly monitor your bot's flows.
Analyze conversation logs, review resolution rates, and define when a human agent should intervene.
At iKono, the Chatbots they integrate with the Multi-agent chat, allowing for hybrid (automatic + human) care that guarantees efficiency without losing empathy.
4. Neglecting the human tone in communication
Mistake: That technology replaces the warmth and empathy of the agent.
An automated system can be efficient, but if it doesn't connect emotionally, the customer won't feel truly cared for.
Real case: Companies that implement AI without personalization respond mechanically and miss the opportunity to build customer loyalty.
Solution: Configure your Chatbots and messages from Call Center with a human, empathetic and approachable tone.
Additionally, train your agents to maintain friendly and consistent language across all channels.
Remember: Technology should amplify human attention, not replace it.
5. Ignoring team training
Mistake: Implementing new platforms without sufficient training.
Real case: Even the most powerful tools lose their impact if agents do not use them correctly.
Lack of knowledge leads to errors, delays, and customer frustration.
Solution: Plan ongoing training on the use of your Multichannel Contact Center, the flows of Chatbots and the functionalities of AI.
Support your team with guides, practical sessions, and ongoing support.
In iKono Telecommunications, Technological adoption goes hand in hand with 24/7 advice and support (depending on your support plan), ensuring that each client gets the most out of their investment.
6. Not measuring results or optimizing processes
Mistake: Implement technology and assume it will work on its own.
Real case: Companies that install new tools but do not define indicators or analyze results miss opportunities for improvement.
Solution: Establish clear metrics such as average response time, customer satisfaction (NPS), first contact resolution, and volume of conversations handled.
With the reports from iKono Call Center and from Multi-agent chat, You can measure productivity and adjust your strategies in real time.
Conclusion
Avoiding errors when implementing technology in customer service depends not only on the software you use, but also on how you integrate, measure, and optimize it.
A well-structured strategy should combine:
✅ True multichannelAll channels connected on a single platform.
🤖 Intelligent automationBots that support, not replace.
👥 Ongoing trainingAgents prepared to provide a high-level experience.
In iKono Telecommunications, We help companies achieve this with solutions such as iKono Call Center, iKono Chat and modules with AI integrated systems that improve productivity, reduce errors, and increase customer satisfaction.
📲 Schedule your free demo and take the first step toward a more efficient Contact Center.
Fountain: iKono Telecommunications supported by AI
#We invite you to read our blog post «"The Growing Influence of AI on Customer Service: Will It Replace Human Representatives?"»
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