High value voice support for luxury vehicles and trucks

Challenge

  • Stagnation in innovation, limiting support for the brand’s customer experience strategy.
  • Absence of a continuous improvement process.

Challenge

  • Stagnation in innovation, limiting support for the brand’s customer experience strategy.
  • Absence of a continuous improvement process.

Strategy

Employee Experience (EX) Strategy: aligning closely with the client’s CX fundamentals.

  • Engagement through real-life experience: agents were immersed in the client’s environment, including:
    • Visits to the production line.
    • Experience dealership routines.
    • Understanding AAA customers’ lifestyles and unique expectations. 
  • Global Delivery Model: ensuring a consistent service across multiple countries with a seamless, standardized approach rom any additional delivery center due to business expansion.

Strategy

Employee Experience (EX) Strategy: aligning closely with the client’s CX fundamentals.

  • Engagement through real-life experience: agents were immersed in the client’s environment, including:
    • Visits to the production line.
    • Experience dealership routines.
    • Understanding AAA customers’ lifestyles and unique expectations. 
  • Global Delivery Model: ensuring a consistent service across multiple countries with a seamless, standardized approach rom any additional delivery center due to business expansion.

Results

30% Resolution Improvement: Our innovative approach to online technical support eliminates the need for round-the-clock in-person assistance, ensuring your customers receive prompt and effective solutions, anytime and anywhere.

Online Technical Resolution: We’ve mastered the art of online technical resolution, providing your customers with the answers they need without the wait. This streamlined approach not only enhances customer satisfaction but also significantly reduces operational costs.

100% Social Media Responses within SLA: Social media is the new frontier of customer service, and we’re leading the charge with a perfect track record. Every comment, query, and concern are addressed within our stringent Service Level Agreements (SLAs), ensuring no customer is left unheard.

Exceeding Social Media Response Goals: We set ambitious targets because we believe in pushing the boundaries of what’s possible. Initially aiming to respond to 100% of comments within 3 hours, we’ve shattered expectations by achieving this milestone in just 1.5 hours. This level of responsiveness not only boosts customer satisfaction but also sets a new standard for the industry.

Results

30% Resolution Improvement: Our innovative approach to online technical support eliminates the need for round-the-clock in-person assistance, ensuring your customers receive prompt and effective solutions, anytime and anywhere.

Online Technical Resolution: We’ve mastered the art of online technical resolution, providing your customers with the answers they need without the wait. This streamlined approach not only enhances customer satisfaction but also significantly reduces operational costs.

100% Social Media Responses within SLA: Social media is the new frontier of customer service, and we’re leading the charge with a perfect track record. Every comment, query, and concern are addressed within our stringent Service Level Agreements (SLAs), ensuring no customer is left unheard.

Exceeding Social Media Response Goals: We set ambitious targets because we believe in pushing the boundaries of what’s possible. Initially aiming to respond to 100% of comments within 3 hours, we’ve shattered expectations by achieving this milestone in just 1.5 hours. This level of responsiveness not only boosts customer satisfaction but also sets a new standard for the industry.

Why Atento's Results Matter to Your Business

These improvements are more than just numbers; they represent a fundamental shift in how customer service is delivered and perceived in the automotive industry. By choosing Atento, you’re not just getting a service provider; you’re partnering with a leader in customer experience innovation. Our results-driven approach ensures that your brand stands out, your customers remain loyal, and your business continues to grow.

Why Atento's Results Matter to Your Business

These improvements are more than just numbers; they represent a fundamental shift in how customer service is delivered and perceived in the automotive industry. By choosing Atento, you’re not just getting a service provider; you’re partnering with a leader in customer experience innovation. Our results-driven approach ensures that your brand stands out, your customers remain loyal, and your business continues to grow.

Share

Cases

Innovative Anomaly Detection: A deep dive into Advanced Analytics

Elevating Social Media Engagement for Brand Enthusiasts

Linkedin LogoLinkedin Atento Live LogoAtento Live

CX Magazine

New Issue

White paper

Unlock the Future of Customer Experience with AI