The Congress of Deputies has just approved a New Customer Service Law, pending publication in the BOE. The objective of this legislation is to improve the rights of consumers and guarantee the quality of customer service in various services, including water supply, electricity, gas, passenger transport, telephony, postal deliveries and banking.
Specifically, the law establishes a series of requirements that these companies must meet, among which are:
- The obligation to offer free phone available 24 hours a day.
- Answer calls in less than 3 minutes in 95% of cases to companies with more than 250 employees or a turnover of more than 50 million euross.
- Resolution of claims: companies will have maximum of 2 hours to clarify when and how a customer claim or complaint will be resolved and a maximum term of 15 days for its final decision.
- Businesses they will not be able to hang up the calls of customer service.
- Obligation of telephone service of a person if so requested by the client.
The entry into force of this legislation, scheduled for next year, makes it even more necessary for companies to optimize their customer service. The use of chatbots With a great conversational and resolution capacity, it is presented as an effective solution to free human agents from repetitive tasks and focus their work on cases of greater complexity and added value.
La millie platform de 1MillionBot combines the automatic and personal attention through chatbots and live chats. Thanks to its engine Chat GPT, Millie is able to understand and answer all complex customer questions autonomously, freeing human agents from repetitive tasks and allowing them to focus on the most complex and highest value-added cases. In addition, Millie has satisfaction surveys and data analysis, which allow companies to get to know their customers better and continuously improve the quality of their customer service.
Learn more about the millie platform, the great ally to improve customer satisfaction while increasing the efficiency of the service.