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.

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