- Retail & E-commerce
Increasing CX through technology and the human touch
An American electronics and video game company, with over 4,000 stores worldwide, sought to redesign its customer experience (CX), transitioning from a transactional model to one centered on customer value and connection.
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 communication.
Results
- 93% Service level (+8% increase in first months)
- +25k monthly calls
Share
