Telco

Activate measures aimed at enhancing customer experience in every digital touchpoint, to give services and for self-assistance care, dedicated both for consumers and enterprise customers.

Over the years, our collaboration with the client has evolved, expanding to offer end-to-end services that cover a wide spectrum of support. Our comprehensive effort spans various domains, including development, design, and customer operations.

Our journey in customer support dates back to the inception of the company's initial app, which catered to both consumer and business segments. We have pioneered the integration of interactions between chatbots and applications, establishing ourselves as leaders in this field.

As our client's first Italian partner for user research, user testing, and customer experience design, we have worked on a wide range of digital services and touchpoints, encompassing both desktop and mobile platforms, as well as promotional materials. Our innovative approach includes the development of biometric testing techniques to enhance user experience and optimize engagement levels.

Furthermore, we play a pivotal role in customer operations, inshore and nearshore. We manage essential activities such as lead generation, upselling, cross-selling, advisory services, retention, and back-office tasks. The introduction of our product, Chatterbox, has enabled our agents to directly interact with prospects, customers and businesses, via WhatsApp on our client's website.

For outbound selling, our TalkActive solution offers vocal recording to automate the order validation call process, freeing up agents to focus on more valuable tasks. This automation has resulted in an impressive 80% reduction in the need for quality check calls and an increase of 8.5% in customer satisfaction.