Increasing CX through technology and the human touch

An American electronics and video game company, with over 4,000 stores worldwide, sought to redesign its customer experience (CX), transitioning from a transactional model to one centered on customer value and connection.

Challenge

Transform the company´s E2E digital strategy to provide customers with real-time care, leveraging Analytics and AI-enabled solutions.

Strategy

  • Complete redesign of the company´s digital CX by automating status tracking and delivery control processes.
  • Social Media monitoring 24/7 to achieve greater satisfaction levels through Facebook, Instagram and Twitter real-time analysis.
  • Team of agents working 100% through the Atento@Home model, reaching greater productivity and drastically increasing rotation.
  • Combination of technology and highly qualified agents, focused on delivery and timely resolution by direct communication.

Results

  • 93% Service level (+8% increase in first months)
  • +25k monthly calls

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Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions