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Faster resolution for happier drivers

An international automotive company asked Atento to provide customer care across different channels to their clients in Mexico. Thanks to our Integrated Multichannel Next Generation service, we were able to provide our client's customers with exceptional CX, improving average handling 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

  • 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

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