5 Mistakes That Are Slowing Down Customer Service Digitalization

Digitalizing customer service is no longer an option—it’s a competitive necessity. However, many companies in Latin America keep stumbling over the same mistakes that delay their digital transformation, leading to inefficiencies, high costs, and dissatisfied customers.

This article is designed to help you identify those critical errors and show you how to avoid them with practical, technology-driven solutions aligned with the realities of the regional market. Whether you’re a CX Director, Operations Manager, or CTO, this matters to you.

Operating with Isolated and Non-Integrated Channels

Many companies still manage WhatsApp, social media, email, and telephony as separate channels. This leads to:

  • Loss of valuable customer information

  • Duplicated efforts

  • Inconsistent experiences

What’s the solution?

Implement a unified omnichannel platform like Sagicc that centralizes all channels in a single interface. This not only improves customer traceability, but also enables real-time personalization and allows you to measure the impact of every interaction.

Relying on Manual Processes (Like Excel)

The problem

Using Excel and shared spreadsheets to track customers, tickets, or appointments may seem “practical,” but it limits scalability, automation, and operational traceability.

The solution

Migrate to systems that automate case management, scheduling, PQRS follow-up, and more. With Sagicc, you can configure workflows, activate business rules, and measure KPIs without relying on spreadsheets.

Example: A healthcare company moved from manually managing appointments in Excel to automating 2,000 daily bookings via a WhatsApp bot, achieving an AHT of just 3.5 minutes.

Not Supervising or Measuring in Real Time

Without real-time operational visibility, it’s impossible to make agile decisions or correct deviations. Many managers rely on outdated reports or lack proper context.

The solution

Use real-time dashboards with key indicators (CSAT, NPS, AHT, ticket volume, SLA, etc.). This enables data-driven decision-making.

Relevant data: Companies with real-time monitoring resolve incidents 47% faster (Forrester).

Not Automating Repetitive Tasks

Manually responding to every request, sending reminders, or classifying tickets one by one is not scalable and leads to team burnout.

The solution

Apply automation with generative AI that learns from history, triggers personalized responses, and executes processes such as:

  • Appointment confirmations

  • Payment reminders

  • Post-sales follow-up

  • Intelligent request filtering and routing

Underestimating Change Management

Implementing technology without an adoption strategy creates resistance, low usage, and frustration. Many CX projects fail not because of the tool, but because of the lack of training and internal alignment.

How to support change:

  • Continuous training

  • Guided configurations

  • Self-service learning materials

  • Phased technical sessions

Tip: Involve key users from operations, technology, and customer service from the start. Change must be built from the inside out.

Digitalization Is Not Just Technology—It’s Strategy

Effective customer service digitalization in LATAM requires more than just acquiring a tool. It means understanding the mistakes that slow down the process and addressing them with the right technology, metrics, change management, and a customer-centric culture.

If you recognized any of these mistakes in your operation, you still have time to correct course and take your customer experience to the next level.

👉 Discover how Sagicc can help you digitalize your customer service without friction