Retail & E-commerce

Fostering loyalty through meaningful engagement

The impact of the pandemic and the constant rise of social and mobile technologies changed the way shoppers interact with retail & e-commerce companies.

Fast and efficient shipping methods merged with great customer service are now decision-making points in the industry. The move is to deploy an integrated customer experience CX that is agile and seamless through all touchpoints.

With Atento’s solutions, you can leverage predictive analytics, attract, assess, hire, and retain the right talent to manage consumer interactions and boost agent management improving productivity and having a more cost-efficient operation.

Discover our success stories

CX innovation to delight e-commerce clients

Our client is a leader in the Retail & eCommerce sector. Their site is an aggregator, offering customers millions of products from different countries and platforms, including Amazon, eBay and Walmart USA.

To achieve greater success in one of their key markets, the company needed to improve the quality of their current customer experience. They needed to apply a continuous improvement process aimed at achieving greater efficiency and more engaging interactions with customers.

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

Our client is an American consumer electronics and gaming merchandise retailer. Founded 40 years ago, the company is one of the largest videogame retailers in the world, with more than 4,000 stores in various geos, including the United States, Canada, Australia and Europe.

Their goal was to enhance the value they provide to customers and stakeholders by reimagining their customer experience, 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 presence in different markets, wanted to.

The company trusted in Atento not only to completely redesign the digital E2E CX of its customers, but to add value and real-time support through the perfect combination of technology and human resources.

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 we can help:

Customer Service

Orders: tracking packages, order management
Returns: return or exchange items, print return mailing labels
Account: account preferences management and support
Payment: Cards management, Adding or editing payment methods and reloading gift card balance

Sales

eCommerce Sales Support
Cross & upsell

Tech Support

Customer Services Support
Sales Support
Reservations and multilingual passenger support
Critical Services
Troubleshooting product, setup, and usage issues
Digital services and device support

Back-Office

Package tracking & delivery control

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