How to adapt Customer Services to the new Law

The new Customer Service Law, which came into effect in January 2024, introduces substantial changes in how companies must manage their customer service.

Among the highlights are:

the obligation to offer accessible and free customer service
reducing waiting times
ensuring personalized interaction with the customer

These requirements underscore the importance of adopting innovative strategies like those offered by Artificial Intelligence (AI) to enable companies to meet current customer expectations.

Which companies does it affect?

The new Customer Service Law in Spain affects companies with more than 250 employees, a turnover exceeding 50 million euros, or a balance sheet over 43 million euros, as well as specific sectors such as passenger transport, water, gas, electricity supplies, postal services, financial, and electronic communications.

What is the objective?

This legislation aims to ensure that companies provide multiple communication channels, such as phone, email, or chat. It also introduces significant requirements for companies, focusing on improving efficiency and transparency in customer interactions.

Among them, ensuring quality service, answering phone calls within a maximum of 3 minutes, and resolving complaints within a maximum of 15 business days.

To meet all this, technology, and specifically Artificial Intelligence, can be your great ally.

How can AI help me?

To adapt to the new Customer Service Law, you must implement a strategy that ensures personalized, efficient, and accessible service.

Implementing AI in your business can help automate customer interactions, offering immediate and personalized responses through various digital channels.

Furthermore, integrating these systems with the company's CRM can automate feedback collection and improve customer satisfaction.

Adapting to these requirements involves an investment in AI technology and training personnel to understand and use these tools.

Business benefits of the new law

Adapting to the new Customer Service Law offers multiple benefits for companies beyond legal compliance:

Implementing automated systems and managing customer service optimize internal processes.
Ensures reduced waiting times and personalized service, enhancing overall customer satisfaction.
Providing quality customer service improves the company's perception and enhances customer relationships.
Offering multiple communication channels and assistance to people with disabilities is important for service accessibility.
Tracking inquiries and complaints increases transparency.
Efficient use of service time and resources reduces long-term operating costs.

In addition to avoiding serious fines for non-compliance, which can reach up to 100,000 euros.

Conclusion

Adapting to the new Customer Service Law is a legal requirement, but it also becomes an opportunity to significantly improve the customer experience, increase operational efficiency, and strengthen your company's brand image.

To meet these standards and make the most of the opportunities offered by this law, partnering with experts in information technology is a great option. Contact us to explore how we can help you transform your customer service by harnessing the full potential of Artificial Intelligence.