Long resolution times and customer loss due to lack of empathy

A beauty products company with strong online and physical operations was experiencing claim resolution delays of up to 48 hours, low traceability, and customer loss due to lack of empathy.

• Claims automation using DAP CRM
• Implementation of video calls to handle high-complexity cases
• Omnichannel support with Atento Conversations
• Real-time agent support with Knowledge Assistance
• Process improvement powered by Atento AI Studio

• Resolution time reduced to 24h (previously 48h)
• NPS increased from 14 points to 80
• 15% increase in repurchase rate
• 40% reduction in escalated claims