Our approach

Rethinking Customer Care beyond expectations

With customers firmly in mind, we worked with the bank’s management to thoroughly understand their needs, their privileged contact channels, and the most appropriate tone of voice. One of the most important challenges was recruiting and training a team of young digital natives. We needed individuals who were capable of using the innovative media centre tools to their full effect, and truly able to establish empathic relationships with their customers.

Widiba People1@2X
Widiba People2@2X
Foto Cc GRIGLIO

Outcome

Continuous growth in Customer Satisfaction

We jointly designed an IT platform that fully met Widiba’s strong multichannel requirements. We started with our Service Manager platform - our multisite, multichannel and multilingual contact centre platform - and built a reliable, SMS based measurement system to obtain immediate feedback. One year after the project start up, the daily satisfaction levels have constantly grown to rank Widiba in the top positions among competitors.

Widiba Campaign1@2X

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