In the coming months, companies must implement the new Customer Service Law, approved in early summer 2022. This law aims to improve consumer rights and force organisations to have an effective system to provide information, address and resolve complaints and claims quickly.

The Customer Service Law affects companies in the sectors of water; gas and electricity supply services, passenger transport services, postal services, conditional access audio-visual media and electronic communications services. And it not only poses benefits for consumers, but also growth opportunities for organisations.

11 Keys To The New Customer Service Law

1

Among the main novelties is the waiting time limit for telephone service. To receive information, file a claim or access post-sales service, the user may not wait more than 3 minutes on the phone. The same waiting limit is extended to those who need to solve a problem with their supply services, such as water, electricity or gas. With our Omnichannel Contact Center you will be able to optimize the distribution of calls among your agents through the Skills functionality, prioritize the attention of the services with the most calls; check in the Statistics module that 95% of the calls answered are under 3 minutes; use WhatsApp to decrease the volume of calls; resolve the most common queries with our Artificial Intelligence and free your agents for the most complex procedures. With the Callback functionality, the person originating the call can decide to wait to be answered or request to be called instantly by another available agent.

2

The supply companies will be obliged to provide key information to the consumer whenever there is an incident. They will have to inform the user of the reason for the problem and solve it within a period not exceeding two hours. For this, communication via WhatsApp, email, SMS or call.

3

If supply cuts occur, the people affected may request discounts or compensation. This will affect different services, such as telecommunications, electricity, water or gas.

4

Regarding personalised attention, the client or user may always demand to receive quality attention, by a person with specific training in the matter. If the customer service system begins with a robotic message, the consumer may request to speak with a superior, in order to favour personalised attention. Optimize the distribution of calls among your agents through the Skills functionality. Combine our Artificial Intelligence with our Agent module, to quickly resolve the most common contact reasons and refer the rest to your customer service team, whenever the user requests it.

5

All companies that offer services of general and/or basic interest will be obliged to provide a free customer service channel 24 hours a day, every day of the year. Lean on our voicebot and chatbot and make sure you can transfer the conversations that require it, to a human agent.

6

Calls to customer service can never be referred to phones that entail a cost for the user. The service must be completely free. Hire 900 lines – ‘toll free’, so that users can call you at no cost.

7

Hearing impaired consumers should receive attention through an appropriate channel, such as a messaging service or a video call option with a sign language interpreter.

8

Energy saving is also part of the new Customer Service Law. Companies in the sector will be obliged to report on possible energy saving measures, in addition to options for contracting energy from renewable sources.

9

Banks and financial services will have to improve their customer service. They will be obliged to offer face-to-face, telephone or telematics channels so that their users can contact them. The idea is to avoid exclusion in people with a digital skills deficit.

10

Claims filed by consumers must be resolved within a maximum period of 15 days and not in the current 30 days.

11

Any company will be obliged to have its own evaluation system and will have to pass external audits on an annual basis. In this sense, it should be noted that those organisations that do not comply with the new Customer Service Law can be penalised with between €150 and €10,000, and can exceptionally reach up to €100,000 if they are considered serious infractions. Evaluate the satisfaction of your customers at the end of the call with our automatic survey service.

How To Turn The New Customer Service Law Into A Loyalty Tool For Companies?

From Enreach we want to help organisations implement this law and we are convinced that omnichannel communication and integrations with your business tools will improve your productivity and you will be able to get the most out of it.

The Enreach Omnichannel Contact Center will make it easier for your customers to contact your company from their favourite channels (WhatsApp, WebChat, SMS, email, by phone), resolve their queries through Artificial Intelligence (AI) and connect with the most appropriate agent thanks to Smart Routing.

In addition, smart routing allows directing conversations to agents based on their skills; the key queues for your business; routing strategies (round-robin, random, consecutive…); the reason for the call, the zip code or customer code; create specific routes by whitelisting/blocking/VIPs; distribution by province… In this way, consumers will be able to speak with the person who can efficiently resolve their query in the shortest possible time.

The agents will be able to manage all the conversations from a single web application, you will be able to control the level of service in real time and analyse the results to make the right decisions. You can configure every detail from the control panel.