Retail
& E-commerce

Shopping Revolution: Elevating Your Retail
Game to the Next Level!

In the rapidly evolving retail and e-commerce landscape, where the customer’s journey is as critical as the destination, Atento stands as your unparalleled ally. For years, we’ve championed the cause of e-commerce and retail companies, fortifying their journey at every step. With a legacy of large-scale hiring and the adeptness to manage multifaceted enterprises within this sector, Atento showcases unparalleled flexibility to meet the nuanced demands of every client.

Discover our success stories

Better CX for a Major Home Improvement Retailer

A leading home improvement retail company faced the challenge of ensuring exceptional customer service across its various sales channels.

CX innovation to delight e-commerce clients

They needed to apply a continuous improvement process for greater efficiency and more engaging interactions with customers.

Transforming the customer experience through talent acquisition, people development and brand assimilation.

An American merchandise retailer needed to reimagine their CX from a purely transactional model to an experience-focused framework.

Elevating CX through technology and human talent

One of Latin America’s leading supermarket chain, with locations in different markets, wanted to redesign the digital E2E CX for its customers, adding value and real-time support through the perfect combination of technology and human touch.

E-Promoter

Sales service through online promoters, the so-called e-promoters, developed for an electronics manufacturer. The solution allows consumers to interact in real time with a consultant via chat, voice or video to purchase products from the brand’s portfolio.

How Can We Propel Your Business Forward?

Our Custom-Tailored Services for Every Step of the Customer Journey:

Strategic Beginnings – Acquisition: Kickstart your customer’s journey with top-tier e-commerce sales support meticulously designed to boost your brand’s visibility. Our expertise in cross-selling and upselling transforms casual browsers into loyal customers, elevating your sales and enhancing customer engagement from the first click.

Seamless Shopping – Customer Experience: From placing orders to tracking packages and easily managing returns or exchanges, we ensure a smooth, hassle-free shopping experience. Our support extends to account preferences management, ensuring a personalized shopping journey. Our streamlined payment and card management system, including adding or editing payment methods and gift cards, keeps transactions smooth and secure, encouraging repeat visits.

Expert Assistance – Tech Support: We offer extensive services, including sales support, reservations, and multilingual support for a global reach. Our critical services are designed to address and resolve any issues promptly, ensuring customer satisfaction. From troubleshooting product setup and usage issues to providing digital services and device support, we ensure your customers enjoy a seamless experience with your brand every time.

Operational Precision – Back-Office Support: Specializing in package, tracking, and delivery control, we ensure that every order is accurately processed and delivered on time, enhancing customer trust and loyalty. Our meticulous attention to detail guarantees that the operational side of your business runs as smoothly and efficiently as the shopping experience you offer to your customers.

CX Consulting: We delve deep into customer data and insights, offering tailored strategies that optimize every touchpoint. From enhancing the online shopping experience to refining customer service protocols, our consultancy services are designed to innovate and elevate your customer journey, ensuring your brand meets and exceeds customer expectations in today’s competitive market.

E-commerce & Retail
Customer Journey + Our Solutions

Innovative Services and Capabilities Tailored for Retail and E-Commerce

Automation and AI

Automation and AI

Utilizing the latest in Robotic Process Automation (RPA) and AI, we boost your process effectiveness and efficiency, minimizing human intervention while ensuring your customers receive timely and effective support and adding the human touch when needed.

Integrated Omnichannel Support

Integrated Omnichannel Support

Experience a seamless integration of communication channels that reduces customer drop-offs, elevates your Net Promoter Score (NPS), and improves First Contact Resolution (FCR), creating a cohesive and satisfying shopping journey.

High-Value Voice

High-Value Voice

Our analytics-driven approach ensures that our agents can identify and act on opportunities for service or preventive care, enhancing customer satisfaction and loyalty with every interaction.

Automated Back-Office

Automated Back-Office

We leverage automation and AI to streamline your processes, working in harmony with manufacturers and financial institutions to simplify operations and enhance customer satisfaction without the cumbersome need for physical documentation.

Analytics

Analytics

Our ability to transform complex data on purchasing behaviors, maintenance, and usage into actionable insights means we can offer personalized recommendations and strategies, optimizing every aspect of the customer experience.

Retail & E-commerce

Step into the future of shopping with us.

Contact us today to create unparalleled customer experiences
that drive satisfaction, loyalty, and growth.
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