Para que a empresa garanta uma estratégia eficiente e pratique empatia com o cliente, pode- se destacar os seguintes pontos: - Garantir que os processos internos estejam enxutos, diminuindo gaps, sla's e problemas sistêmicos para que a experiência do colaborador e do cliente seja fluida. - Mapear os principais pontos de contato com o cliente e realizar um levantamento de dores e causas raízes para propor experiências significativas aos clientes. - Escutar as dores dos clientes com empatia para propor produtos e soluções que estejam alinhadas ao perfil dos clientes.

These are not mutually exclusive, it’s really about how understanding different types of requests and articulating which require a human and empathetic approach and which align well with a self service type approach. By building efficiency you can actually enable your team to spend a bit more time providing a human and empathetic service.

Here is my points, In customer service, you want to help quickly but also care about the customer’s feelings. In a nutshell, balancing efficiency means solving their problem fast while empathy means listening and making them feel heard. But the key here is to find a way to do both without rushing or ignoring their needs. I hope with this explanations will help to shed the light on the issue. Thank you