ECommerce grew by 18% in 2020

Due to the COVID-19 pandemic, the e-commerce demand drastically increased worldwide. According to Salesforce´s Shopping Index report, e-commerce revenue in the United States grew by 18% in June compared to 2019.

To guarantee the best virtual shopping experience for the consumer and meet the new market needs, Atento - one of the five largest providers of customer relationship management services and business process outsourcing (CRM/BPO) in the world and leader in Latin America - offers high added value solutions, with digital channels integration, Data Science Tools, and semantic analysis.

One of Atento´s best-in-class solutions to add value to e-commerce is Digital Sales, which combines sales in digital and traditional channels, using Data Science tools and always focusing on the CX. Besides increasing purchase probability and improving CX, this solution facilitates investment management in digital media for lead generation. It supports sales processes through analysis, which helps improve media buying, allowing us to better focus on potential customers. The combination of this technology and human value offers great potential.

Atento´s Digital Customer Service is another five-star solution, which manages the UX in the digital environment, providing a higher conversion rate through channel integration. "To make virtual purchases more efficient and have a maximum conversion rate, we combine digital and traditional channels with the use of Data Science and semantic analysis. By doing this, we can offer customized answers to every single client, combining Language User Interface (LUI), systems integration through web service/RPA, and adding human contact when necessary, "said Wes O’Brien, Group SVP, Atento Multinational Services – USNS.

Atento also offers Social Media Engagement. This solution monitors, moderates and delivers decisive and automatic actions in real-time, allowing end-to-end CX management, by classifying, prioritizing, and transferring to human or automated service. This offers resolution, engagement, and automation using Cognitive Artificial Intelligence.