Latest news and stories about customer service in Portugal for expats and residents.
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The digitalisation of customer support is making the system increasingly difficult to use, says Deco, arguing that human interaction should be the foundation rather than a residual option.
Deco warned this Friday, March 13, about the risks of digitising customer service, after negatively evaluating the digital support systems of 24 companies in essential sectors. The association assessed systems across eight sectors, including communications, energy, banking, and health, concluding that most companies rank between 'Poor' and 'Fair'. The analysis highlighted complex navigation, restrictive menus, and chatbots that act as screening tools rather than problem-solving aids. Deco argues that access to a human representative should remain the foundation of customer support, not a residual option, and suggests legal protections to ensure consumers can reach a human when requested.
An analysis of the legal framework and consumer rights regarding both physical and digital complaint books as essential tools for customer service.
The consumer protection association evaluated the digital customer support systems of 24 companies, and the majority were rated only between 'poor and fair'.
Generali Tranquilidade has stepped up the use of digital channels, “encouraging swifter notification and intervention” to respond to the consequences of storms Joseph and Kristin which, the insurer says, “have had a major impact on many families, businesses, agents and communities.” The company emphasises that it has established proactive communication with customers and partners, with an initial focus ...
Portugal's consumer association DECO says it has received hundreds of complaints from customers regarding the service provided by operator Digi.
Insurers are rapidly moving customer‑centric critical processes to artificial intelligence agents, redefining how the sector interacts with its customers, concludes the 'World Cloud Report in Financial Services 2026' from Capgemini's Research Institute. Despite strong enthusiasm — with 70% planning to implement this technology in ...
When I started working in banking, today's reality would have seemed like science fiction: a bank that is always available, capable of anticipating needs and solving problems before they even arise. A bank where technology was invisible and genuinely at the service of people. Today, these ideas are no longer even original — at best they are the ...
The initiative by the restaurant in Lisbon to offer language classes has enabled several of its foreign workers, who make up 30% of the staff and are mostly Nepalese, to advance to customer-facing positions.
The transport company informed that it will refund customers who have already purchased tickets for affected journeys.
