A leading bottled water company has redefined customer service by efficiently combining voice and chat interactions to facilitate orders, billing, and complaint handling.
Goals
Establish a direct communication channel with consumers through chat and calls.
Maintain high standards of quality and excellence in service.
Strategy
Handle a high volume of interactions during critical periods, such as water shortages in specific regions.
Integrate technologies such as AVAYA for calls, Salesforce for order management, Leviathan for call handling, and LivePerson for chat, ensuring effectiveness in every contact.
Continuous restructuring and training of teams to specialize in customer attention.
Highlights
Customer service experts with specialized training, leveraging cutting-edge platforms.
Significant improvements in operational KPIs and the customer experience.
Successful implementation of voice satisfaction surveys to measure and optimize customer satisfaction.
Results
Increase in customer satisfaction (CSAT) from 29% to 74% within a year.
Increase in order generation from 88% to 96% over two consecutive years.
Notable improvement over two quarters compared to the second semester of the previous year, from 78.5NS to 97.8NS.
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