Born-Digital companies share a common differentiator in the marketplace: a keen understanding of the customer journey through digital channels. Broad access to proprietary customer data and a digital-first approach allows them to adapt quickly to evolving customer demands. However, even as customers gravitate towards the convenience of digital services, they still have an inherent need for humanized interactions. A post-pandemic survey showed that 58% of those customers who have interacted with a person during the buying process are more likely to shop with the same brand again*. (Forbes 2021*).
For born-digital companies, the key to achieving brand preference and growth is to leverage digital channels facilitating meaningful human connections.
As cloud technologies began to demonstrate immediate benefits upon implementation and pandemic changes required people to work remotely, Atento knew it was time to move to the cloud.
Our client is a crypto financial service serving as the official exchange provider. In our evaluation process, we searched for the best partner to deliver the seamless experience cryptocurrency users expect.
Our client is a Born digital company that operates a mobile taxi and car call app for smartphones and other mobile devices. Their goal is to transform the way people commute, reimagining mobility solutions through a friendly experience.
In order to facilitate a digital service channel to deliver the best CX, the company needed to add automation to its processes for achieving greater efficiency. They also needed to guarantee satisfaction levels by staffing and developing the best human talent.
A videogame giant from the Born & Digital industry needed to quickly implement a 100% remote operation with gamer profile agents to support their community. The project was fully structured in stages such as recruitment, selection and training. The training and development process was implemented remotely to ensure employees wellbeing during the Covid-19 Pandemic.
Automated responses reduced response time, increasing customer satisfaction.
Partnership between Riot Games and Atento was implemented 100% remotely
Unique solution for management of the client's technical support and post-sales service.
Attracting business opportunities in South America.
The challenge was to develop a humanized IVR for a payments company, focusing on the main journeys and best possible user experience.
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