Building Digital Experiences for a Constantly Evolving Market
Results
Challenge
Our client’s initial challenge was to develop a 100% digital service that not only met user expectations but could also scale alongside projected growth. Establishing an efficient operation aligned with industry best practices was essential to ensuring business sustainability. Additionally, the company needed to adapt to an increasingly competitive digital wallet market, where innovation and agility were crucial to remaining relevant.
Solution
Working closely with the client, we designed a digital customer service solution focused on efficiency and user experience, with an emphasis on chat and email support. We implemented a strategic segmentation model to manage different types of interactions and optimize response times. As the operation grew, our ability to anticipate the client’s needs allowed us to propose innovative solutions that strengthened their competitiveness and enhanced user retention.
Value Added
Our expertise in digital service management enabled us to develop a flexible and scalable model that not only improved operational efficiency but also enhanced service quality. By focusing on continuous improvement and data-driven strategies, we implemented solutions that increased customer satisfaction and strengthened trust in the platform. The combination of technology, optimized processes, and a highly skilled team transformed the customer experience and reinforced the company’s position in an evolving marke
Results
With the implementation of the new service model, 276K tickets were managed in 2024, achieving 92% average quality and a 4.11 CSAT score, consolidating an efficient and high-value digital experience for users.