With these insights, the company was able to adjust its strategies and continually improve touchpoints.
Customer preference for WhatsApp
Consumers have come to prefer customer service via WhatsApp because of the security gambling database of information and the recording of history.
This increased customer confidence and made service more authentic and efficient, improving the contact experience.
How Digisac increased customer satisfaction at ABC Soluções
Results achieved
Customer base growth
After implementing Digisac, ABC Soluções managed to double its customer base, from 120 to 240, but without increasing its staff. In other words, this efficiency was only possible thanks to the optimization of customer service processes.
Increased customer satisfaction
By centralizing and standardizing its services, ABC Soluções was able to offer a more professional and consistent service. Customer satisfaction became measurable, allowing the company to quickly identify and resolve cases of dissatisfaction.
Autonomy for customers
Digisac has given customers autonomy to resolve common demands, further improving service efficiency. Customers feel they are being served by an organized company, rather than by isolated individuals, reinforcing ABC Soluções' image of professionalism and increasing customer satisfaction.
API Integration
API integration allowed for the sending of automated messages and the use of a financial robot for billing and sending invoices. This resulted in a decrease in defaults and a drastic reduction in the number of calls to the finance department, contributing to customer satisfaction.