Elevating CX through technology and human talent

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.

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.

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

Results

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

Enhancing Advertiser Experience & Retention for a digital platform

People Analytics: Proactively Addressing Agent Attrition

Keeping the Spotlight Clean: Elevating Content Moderation for a Media Giant

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Elevating CX through technology and human talent

Challenge

Challenge

Strategy

Strategy

Results

Results

Cases

Enhancing Advertiser Experience & Retention for a digital platform

People Analytics: Proactively Addressing Agent Attrition

Keeping the Spotlight Clean: Elevating Content Moderation for a Media Giant