Innovation and Personalization:
Enhancing the Digital Payments Experience
Results
Challenge
Our client, a leading retail company in Latin America, was preparing to launch its own Digital Wallet and needed to establish a customer support channel to accompany its new digital application. The main challenge was to provide efficient support that not only assisted users in managing the wallet but also quickly resolved transaction issues and offered an excellent service experience similar to those we provide in all of the client’s business units.
Solution
Apex implemented a personalized support strategy, primarily managing assistance through written channels to ensure a close and human interaction. Template responses were avoided, allowing for a tailored approach to each customer. Additionally, a direct escalation process was established with the client’s payment area to expedite problem resolution. A phone line was also enabled, allowing for the identification and correction of failures in both agent performance and the digital wallet’s functionality.
Value Added
The collaboration between Apex and our client has focused on maximizing service quality through personalized interactions, building user trust in the digital wallet. Apex has adapted to the changing demands and expectations of users, creating a robust and effective support channel that strengthens the customer experience and supports the platform’s expansion into new business units.
Results
The implementation of this personalized strategy has had a significant impact on operations. Apex achieved a resolution rate of +68%, customer satisfaction of +78%, and manages over 2,600 cases per month. Continuous communication and a focus on constant improvements solidify Apex as a strategic ally in the client’s growth and innovation, optimizing their service and enhancing the user experience for the digital wallet.