Social Media and Talented CX service for complaints

Our client is one of the biggest payment systems company as well as one of the largest national credit and debit card operators.

The company trusted Atento to improve its customer satisfaction levels by providing their CX expertise to transform the company´s service culture. They needed to drive CX excellence at all levels, improving customer satisfaction rates when dealing with complaints through voice and digital channels.

Challenge

Generate trust and credibility for the brand while reducing the rate of complaints across channels, including Social Media.

Challenge

Generate trust and credibility for the brand while reducing the rate of complaints across channels, including Social Media.

Strategy

Building a customer-centric communication culture focused on customization and personalized service, aimed at reducing complaint rates
Analyzing real-time social media interactions with the brand by designing an innovative calculator to measure KPIs and avoid reputational crisis
Combined profile of agents with consultative experience and a five-star and personalized care skillset

Strategy

Building a customer-centric communication culture focused on customization and personalized service, aimed at reducing complaint rates
Analyzing real-time social media interactions with the brand by designing an innovative calculator to measure KPIs and avoid reputational crisis
Combined profile of agents with consultative experience and a five-star and personalized care skillset

Results

98,5% cases solved
+45k customers/year
8.8 customer satisfaction
+94% solution index

Results

98,5% cases solved
+45k customers/year
8.8 customer satisfaction
+94% solution index

Analytics-Driven High Value Voice

LUI – Language User Interface

A Process Consultancy Triumph

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Social Media and Talented CX service for complaints

Challenge

Challenge

Strategy

Strategy

Results

Results

Cases

Analytics-Driven High Value Voice

LUI – Language User Interface

A Process Consultancy Triumph