Customer Care

Atento’s Digital Customer Care is a fully integrated ecosystem that connects voice, chat, email, social media, and video calls into a truly omnichannel experience. Supported by advanced analytics, AI-powered customer service, and intelligent customer service automation, it enables faster resolution of inquiries, complaints, and requests on the first contact—reducing repetitive interactions and improving operational efficiency.

By combining automated customer service and conversational AI customer support, businesses can deliver seamless, frictionless experiences while optimizing workflows, boosting satisfaction, and achieving measurable cost savings. This approach transforms traditional service models into automated customer support operations that are smarter, more agile, and focused on long-term customer loyalty.

Proven Results

Call repetition and technical visits reduced by 15%.

Net Promoter Score (NPS) increased by 8%, with customer satisfaction up by 60% and better quality by 12%.

Agent knowledge increased by 26%, boosting profitability by 2%.

Our Approach: How We Drive Results

Capabilities: Our Comprehensive Toolkit

Customer Engagement:

Journey Mapping & Planning: Design comprehensive customer journeys using tools like Qualistore and WFM/RTAM.
Omnichannel Management: Engage customers through various channels, including IVR, email, web portals, chatbots, social media, and video calls.
Gamification: Implement gamification tools to enhance agent learning and collaboration, driving continuous improvement.

Analytics:

Business Intelligence: Apply business intelligence and data analytics to optimize processes and drive performance improvements.
Interaction Analytics: Monitor and analyze interactions to identify patterns and enhance customer experience.
Predictive Models: Use predictive models to anticipate customer needs and tailor responses accordingly.

AI Technologies:

NLP and Voice/Text Bots: Deploy natural language processing (NLP) and voice/text bots to handle customer interactions efficiently.
Automated Data Extraction: Automate data extraction processes to ensure accurate and timely information retrieval.

Intelligent Automation:

Process Automation: Implement RPA (Robotic Process Automation) and BPMS (Business Process Management Systems) to streamline workflows and enhance operational efficiency.

How We Do It?

Get Started Today

Transform your customer care strategy with Atento's digital customer care solutions.

Contact us to learn how we can help you attract, engage, and convert more customers with innovative, performance-driven approaches.