Frequently asked questions

Understand more about the CX universe and our solutions

What is Customer Relationship Management (CRM)?

Customer Relationship Management (CRM), is a concept adopted by the market that refers to working on the management and optimization of relationships between customers and companies.

The objective is to generate a personalized and comprehensive knowledge base of each person who makes contact with the brand, allowing a 360 degree view of both the customers and the consumers.

The concept is based on structuring technologies, processes, and people geared towards meeting the needs of customers, with the objective of implementing solutions and automation to meet their expectations and generate satisfaction and recommendations for your company.

What does a CRM do?

If we are to discuss a technological platform to support customer relationship management (CRM software), we must mention some characteristics of its use and application.

The first is to provide availability of multichannel service (e-mail, voice, chat, SMS, social media and others,) both in the scope of B2B (support, retention) and B2C (SAC, Help Desk, Ombudsman) businesses. CRM is also useful for storing customer data in order to understand their profile and relationship history.

A CRM platform can have marketing characteristics for tasks such as campaign management, creating sales programs, loyalty, retention and collection, in addition to monitoring and service through social media networks.

Are there different types of CRM?

CRM can be used for sales, relationship, service, or promotions campaigns, and some market solutions tend to be oriented towards one of these needs and few have characteristics that add up to all these possibilities of use. CRM can be on-premise, within the company, or in the cloud.

Why does my company need a CRM?

A CRM is a business concept that focuses on using technology to facilitate customer access and store profiles, with the goal of gaining a deeper understanding of who a company’s audience is. A CRM platform brings with it resources that can help a business be more competitive:

• Facilitate different forms of communication with the customer
• Provide total customer satisfaction
• Maximize business opportunities
• Promote faster and more efficient service
• Enable a 360 degree view of the customer, with the help of analytical solutions
• Contribute to business retention, loyalty and profitability
• Reduce the average time in service (TMA)
• Increase the percentage of first call resolution
• Significantly decrease the queues at the call center
• Enable service optimization and segmentation via IVR
• Integration with CTI, e-mail, chat, SMS and social media, providing convergence and mobility and reducing operating costs.

What is the difference between on-premise CRM and CRM in the cloud?

A CRM on-premise is the format for deploying the platform / software on the contractor's servers / computers, which requires installation prerequisites, and the responsibility of this infrastructure is also the responsibility of the contractor.

With CRM in the cloud, the deployment tends to be simplified, since all infrastructure / availability is the responsibility of the CRM manufacturer, and the contractor only needs an internet connection to access the website / application of this CRM solution.

What differentiates Plusoft Omni CRM?

The plusoft Omni CRM solution promotes faster and more efficient service through the concept of a single service screen, in which the service user can simultaneously serve several customers in different ways of contact. In addition, the product also includes the following features:

• Allows a 360 degree view of the customer, through a Relationship Timeline of the identified customer, in addition to a reporting module that allows the user to create customized extractions
• Focuses on reducing the average service time (AST)
• Allows the optimization and segmentation of service via IVR
• It also enables: Integration with CTI, e-mail, chat, SMS and social media, messaging systems like WhatsApp, providing convergence and mobility and reducing operating costs
• And it has several resources such as Knowledge Base and Procedures and Guidelines according to the ticket registration, which increases the percentage of problem solving in the first service

What are Omni's integrations?

The Omni Plusoft platform has integration with systems through Application Programming Interface APIs, or Portuguese Application Programming Interface). It also integrates with smart chatbots on WhatsApp, Facebook and other social networks, Reclame Aqui and Consumidor.gov.br.

What does it mean for Plusoft Omni CRM to be considered a Customer tool Experience Omnichannel?

It means that the solution not only offers different service or promotion channels via campaigns or sales, but also converges information from these channels on a single platform, centralizing the customer journey.

What is plusoft Omni CRM's hiring model?

The contracting model follows the characteristics of the software as a service (SaaS) model, in which the contractor pays the setup fee to start the project. There may be some customizations to meet their needs in addition to the monthly fee for the licensing of the licenses used.

Depending on the contracted items, there may be other characteristics that influence payment pricing, such as triggering SMS and active e-mails, WhatsApp or social media monitoring volume, these are calculated according to consumption.

Is the payment for Plusoft Omni CRM in reais (BRL)?

Yes. This currently makes us relevant and differentiates us in comparison with other CRM solutions on the market (mostly in dollars or the collection in reais with exchange rate fluctuation because it is a foreign solution).

What is a SAC 4.0?

A SAC 4.0 differs from the others by exploiting the concept of omnichannel to the maximum, connecting to various channels to offer the customer personalized service according to their history of interactions with the company.
conectando-se a diversos canais para oferecer ao cliente um atendimento personalizado de acordo com o seu histórico de interações com a empresa.

Another feature of SAC 4.0 is the use of technologies such as artificial intelligence to, through chatbots, automate responses and provide customer service 24 hours a day, 7 days a week.

What is social listening?

Social listening is a term related to the analysis of mentions, conversations and trends that happen all the time on digital channels (such as social networks, blogs and forums). Social listening is not only related to the surroundings of a brand, but also across the open sea of social networks.

Among many applications, the use of social listening can be useful, for example, for:

• Improve content and service strategy
• Work with campaigns, partnerships and influencers
• Obtain support for better decision-making
• Get insight
• Manage crises
• Promote innovation assertively
• Improve user experience with the brand

More than monitoring what they say about your brand, social listening proposes an understanding of what people think about the entire universe in which a segment operates, in addition to presenting how these thoughts reverberate on social networks.

Creating a successful strategy, process, campaign or product requires attention beyond what is happening with the brand: it is necessary to analyze the conversation that encompasses competitors, influencers, patterns, contexts, trends and everything that can become an opportunity.

What is the relationship between SAC 4.0 and social listening with social networks?

A social listening tool can assist in the classification and management of customer messages made directly on company profiles on social networks.

It can also, when analyzing the mentions made to the brand on the networks, collect the opinions of users to understand how it is perceived by its consumers, in addition to detecting strengths and aspects of improvement.

Why does my company need a SAC 4.0?

Consulting only traditional SAC channels is a danger, as social networks are currently a brand's showcase. Therefore, they should be prioritized not only in marketing activations, but in user service, through a solid strategy, specialized team and a platform that optimizes your time and helps the company achieve its goals.

The benefits of implementing a SAC 4.0 project are numerous, such as converting frustrated consumers into lovers; increase customer satisfaction with the company; humanize the relationship; delight the customer with experience based on collecting free insights generated by social media profiles; map and manage in possible crises; reduce costs generated by traditional channels and always be competitively positioned in the market.

Is it possible to manage and anticipate social media crises using a SAC 4.0 tool?

Yes! The database captured in real time on social networks allows for an intelligent solution to identify sensitive posts for the company and instantly trigger an alert to those responsible, to act in advance and monitor all the buzz generated for possible actions by the company.

What makes Plusoft Social different?

Plusoft Social is the only platform to carry out the set-up for the customer. Integrated with the Consumidor.GOV website it has automation in the formula that identifies the customer as an influencer, lover and hater.

Can plusoft Social be integrated with WhastApp and Telegram, for example?

Yes, on demand.

Which area should Plusoft Social adopt in my company?

The customer service area for social care and the marketing area for social engagement, social listening and social monitoring are usually the departments that get the most from using Plusoft Social.

In addition to the two areas mentioned above, which are the most aligned with the business, many other areas can benefit from social listening and monitoring, for example:

• HR, to work with data and insights to align strategies or avoid / manage crises through voice of the employee (VoE);
• Commercial areas for lead generation from the social chatbot on messenger or active prospecting.

What is artificial intelligence (AI)?

Artificial intelligence is a field of study in which scientists seek to develop software that can, at some level, "reason" in the same way the human mind does.

What are chatbots?

The chatbot is a computer program developed to talk to users simulating the line of reasoning of a human being.

How can I solve my clients' problems using a chatbot system or artificial intelligence?

Both chatbot and artificial intelligence can be used to assist customers in tasks that can be performed without the intervention of a human person, with the advantage that this service can take place on any day of the week, at any time.

Can a chatbot serve my customers in a humane way?

Yes. Chatbot technology has developed in recent years and, today, it is possible to develop software capable of serving visitors to a social media network page or profile in a very humanized way.

Why should my company adopt a chatbot?

The immediate benefit of chatbot is the creation of a service channel that works 24 hours a day, 7 days a week, solving the most common questions from users. In addition, a chabot also manages to reduce the manual work of the SAC team, allowing professionals to focus on more strategic activities.

How Plusoft AI can help my company bring the best experience to our customers and clients?

Plusoft AI is a hub of intelligent solutions, which ensures interactions with chatbots naturally and intelligently. The solutions are offered in the software as a service (SaaS) model, in the cloud, which allows the construction and management of chatbots, voicebots and virtual assistants integrated with SMS, WhatsApp, Telegram, Facebook, website, landing pages and others.

What is the InPaaS platform?

Plusoft InPaaS is a workflow and process automation platform for small and large companies.

How important is it to automate processes?

Process automation brings productivity gains to companies, reducing the time it takes to carry out activities. Technology helps in this mission. The idea is to analyze the processes that are manual and design all the steps of the process on a platform that allows you to digitize all the steps and reduce manual work.

How long does it take to implement a digitized process via plusoft InPaaS?

Historically, customized solutions have always demanded a lengthier development time. Plusoft inPaaS was born to answer that question, with its workflow platform, a process that can be parameterized in a few hours.

Is it possible to integrate workflows with email, SMS and WhatsApp channels to notify those responsible for each step?

Yes, your workflow can be customized to always notify those responsible for each step. In certain cases, the user can even make the decision with their mobile device. Everything to speed up the processes and for your team to do what it does best: Make decisions!

Is it possible to attach documents, images and evidence of execution at each stage of the process?

Plusoft InPaaS is prepared to catalog documents and images in its processes. Everything is recorded and can be consulted for audit questions.

What is the role of data science in marketing?

It is an interdisciplinary area focused on the study and analysis of structured and unstructured data, which aims to extract knowledge, detect patterns and/or obtain insights for possible decision making. Data science as a field has been around for 30 years, but has gained more prominence in recent years due to factors such as the popularization of large databases and the development of areas such as machine learning.

What is the role of data science in marketing?

Historically, companies accumulate thousands of data from their customers. However, this data is often duplicated, conflicting, and fragmented across the systems and functions of most organizations. More often than not, the data is not always clear and multiple systems can update the same customer record. Also, a lot of customer data is unstructured and therefore difficult to gain insights.
In Marketing this challenge also happens. At the same time that the area has the mission of attracting new customers, it needs to monetize the customer base by attending to and reacting to the particularities of each one of them. Data science emerges as the answer.

What is the business challenge solved by plussoft DTM?

With plussoft DTM's suite of services, brands achieve excellence in various customer touchpoints, whether in recommending personalized products, marketing campaigns focused on customer behavior indicators, captured using machine learning, or improvement in the CRM database to launch more assertive campaigns at any stage of the consumer's or prospect's journey.

What are the plussoft DTM differentials?

Our services use data science to drive the results of marketing campaigns, through technologies that improve customer purchase, repurchase and loyalty.

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