Digital Care for Higher Satisfaction

One of the world´s leading automotive companies trusted Atento with the delivery of its brand’s Customer Experience. Through a 100% digital strategy, we took care of their Customer service and provided clients with information and complaints support, achieving greater satisfaction levels and speeding up first contact resolution rate.

Challenge

Provide an agile and resolutive service for our client´s customers while helping decrease the number of complaints and increasing satisfaction.

Challenge

Provide an agile and resolutive service for our client´s customers while helping decrease the number of complaints and increasing satisfaction.

Strategy

We chose the best agents for this mission, and deployed our Analytics capabilities for constant monitoring. The team, working through the Atento@Home model delivered a five-star Customer Care that sped-up Average Handling Time while boosting Customer Satisfaction

Strategy

Results

97,1% Customer Satisfaction
95% Quality level
AHT decrease by 1 minute

Results

97,1% Customer Satisfaction
95% Quality level
AHT decrease by 1 minute

Revamping CX and Post-Sales to Enhance Customer Interaction

Credit Factory

Building Trust and Engagement Through Tailored Communication

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Cookie	Duration	Description	Provider
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_GRECAPTCHA	5 months 27 days	This cookie is set by Google. In addition to certain standard Google cookies, reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis.	Google
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Enable anonymous user identification and, with it, an approximate count of the number of visitors.
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Cookie	Duration	Description	Provider
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_hjIncludedInPageviewSample	2 minutes	Cookies associated with HotJar web analytics services and functions, which uniquely identify a visitor during a specific browsing session and indicate that it is part of a sample of visitors.	HotJar
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dmvk	session	This cookie is set by the provider Dailymotion. This cookie is used for collecting statistical data of the visitor behaviour on the website. It is used for internal analytics.	Dailymotion
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Cookie	Duration	Description	Provider
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CONSENT	16 years 6 months 6 days 6 hours 9 minutes	Cookie that collects information on how the end user uses the website and any advertising that the end user of the website has seen.	Google
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MUID	1 year 24 days	Bing sets this cookie to recognise unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations.
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Digital Care for Higher Satisfaction

Challenge

Challenge

Strategy

Strategy

Results

Results

Cases

Revamping CX and Post-Sales to Enhance Customer Interaction

Credit Factory

Building Trust and Engagement Through Tailored Communication