One of Latin America's leading supermarket chain, with locations in different markets, wanted to redesign the digital E2E CX for its customers, adding value and real-time support through the perfect combination of technology and human touch.
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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Building Trust and Engagement Through Tailored Communication
