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CX Process Consulting

Customer journey improvement towards an optimized CX.

We improve consumer journeys and business processes by means of our CX process consulting team. We fully map the end-customer’s journey and define processes to generate a better and increasingly optimized brand experience, maximizing retention, resolution, sales conversion, and a comprehensive view of a brand’s users. Our distinction lies in the actions of Language User Interface (LUI) consultants with a value proposition based on traditional-to-humanized IVR, as well as Bots to attain higher retention levels. We develop the best conversation interface language based on the brand’s persona, dynamic and progressive navigation, propensity analysis, and applied NLP and AI tools.

Benefits

Solutions

1. B2B Sales / Inside Sales
2. Retention
3. Digital Sales
4. Digital Customer Care
5. Digital Early Collections
6. Cross & Up-Selling
7. Shielding
8. Social Media Engagement

B2B sales-oriented operation available 24/7, which combines digital and non-digital strategies with analytics to increase sales conversion, together with highly qualified agents to establish a long-term relationship with customers.

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Intelligent interactions applied over the customer lifecycle, focusing on reversing wishes or requests to cancel services or products, as well as complaints monitoring to predict possible cancellation requests. High skilled anti-attrition profile agents prepared to reverse the cancel request or to make an alternative offer.

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Combines digital and traditional sales with Data Science for more efficient sales and maximized conversion. Optimizes investment and reduces costs based on an end-to-end view of the customer journey.

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Applies semantics technology and Data Science to predictive analysis of the best course of action, with agile customer responses, focusing on engagement and efficient troubleshooting. Plus content curating and service systems integration, in addition to human contact as needed.

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The most efficient end-to-end collections solution: it operates on every phase and channel to gather the various features and tracking KPIs on a single platform. Simplifies management and adds intelligence and speed to the process.

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Combination of channels and technology to offer additional products to end consumers in an innovative way.

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Driven by Predictive Analytics that triggers proactive interactions with customers, using integrated multichannel to provide better customer experience, which focuses on to avoid the churn risk and keep a long-term relationship.

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A resolutive and automated social media engagement solution that offers excellence in service, monitoring, moderation and management, through social networks, supported by semantic technology.

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See how this solution works in practice.

Contact us

Articles

Atento, recognized with the UN WEPs Brazil 2021 Award

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Users no longer consume products, but experiences

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SalesUp!, the process of transforming our commercial strategy

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