Faster resolution for happier drivers
An international automotive company approached Atento with the need of providing customer care to their clients in Mexico across channels. Thanks to our Integrated Multichannel Next Generation capability, we were able to provide our client´s customers with exceptional CX, improving average handle times and boosting customer satisfaction
Challenge
Deliver a five-star Customer Experience to drivers and end-consumers.
We took on the challenge of increasing our client’s customer satisfaction through an innovative CX approach, implementing a comprehensive strategy that covered all channels.
Strategy
1
An omnichannel platform implementation with constant monitoring and analytics for KPI review and quality assurance. We provided support for general queries and warranty validation across chats, Facebook and Twitter, delivering great satisfaction results.
Results
AHT decrease – From 3 days to 1 day
97,1% queries solved instantly
95% Quality level
65% Customer Satisfaction
