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Customer Experience

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Customer Experience

SERVIÇO:

Improved customer experience; implementation and planning of the CX area

DESAFIOS:

  • Service channels were decentralized and the team’s replies weren’t standard;
  • There was a high rate of turnover in the team, due to difficulties in managing people;
  • The agents had low productivity and engagement, they manipulated the database manually.

COMO RESOLVEMOS

  • We centralized all service channels in a single system, also inserting the Zendesk Explore tool to obtain personalized and automatic reports, targeting goals and results. Our IT Jobs for companies improved the customer experience by providing self-service articles with the Zendesk Guide. In addition, we reduced the waiting time for assistance using SLA rules in Zendesk Support, by up to 40 minutes via WhatsApp.
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Resultados:

System standardization considerably improved team management, which became more productive and committed to activities. The customer also reached the rate of 60% of the problems solved in the 1st service and increased by up to 80% the positive service evaluations (CSAT).