Customer service and customer experience were the central themes of a new Fenicio Training workshop.

On this occasion, Nadia Hernández (eCommerce coordinator of the BAS brand, part of Grupo TaTa), was in charge of the webinar "Customer experience: Why it is important for the success of the online channel".

With the presence -through Zoom- of more than 40 representatives of different companies that use Fenicio to sell online, Nadia Hernández talked about how good customer service has an impact on the performance of an eCommerce, as well as the consequences of negative comments on social networks at an advertising level.

He also mentioned that brands should accompany customers in three key moments: pre-purchase, purchase and post-purchase, following four fundamental pillars: transparency, personalisation, empathy and human attention.

Meanwhile, he gave his opinion on the use of chatbots and mentioned as advantages their total availability, the filtering of queries and immediacy, while he highlighted as disadvantages the fact that not all customers want to talk to them and the limitations in terms of the answers they can provide.

Fenicio Training is a training cycle in eCommerce and online marketing, exclusively for customers of the platform (and at no additional cost), which aims to provide tools to improve the management of their online shops.