Elevating CX through technology and human talent

One of Latin America´s leading supermarket chain with presence in different markets, wanted to.

The company trusted in Atento not only to completely redesign the digital E2E CX of its customers, but to add value and real-time support through the perfect combination of technology and human resources.

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 commun

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 commun

Results

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

Results

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

Creating Fans

AI/Cognitive Stressometer for Better CX

Service Automation

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Elevating CX through technology and human talent

Challenge

Challenge

Strategy

Strategy

Results

Results

Cases

Creating Fans

AI/Cognitive Stressometer for Better CX

Service Automation