Dynamic Strategies Propel Water Company’s Success

A leading Mexican 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.

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.

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.

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.

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.

Payment Data Interchange

Revolutionized IVR Experience

Enhancing Advertiser Experience & Retention for a digital platform

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Dynamic Strategies Propel Water Company’s Success

Goals

Goals

Strategy

Strategy

Highlights

Highlights

Results

Results

Cases

Payment Data Interchange

Revolutionized IVR Experience

Enhancing Advertiser Experience & Retention for a digital platform