- Retail & E-commerce
Fragmented multichannel service and low satisfaction
Hybrid model and continuous improvement with a focus on both efficiency and experience
Challenge
Provide our customer with a complete multichannel solution while increasing satisfaction levels and quality standards.
Strategy
- Enhanced value by combining a knowledgeable technical and commercial CX consulting team with experience in customer solutions.
- Hybrid team of agents working on site and through the Atento@Home model, decreasing rotation while guaranteeing security standards.
- Continuously trained team, fosucing on new technologies and tools.
- Ability to integrate with customers platform, providing agility for implementation and process optimization
Results
- +3,500 cases solved by email
- 85% satisfaction level
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