Industry
With integration of interaction channels, SmartCX provides increased revenue and more assertive journeys
Brazilian company in the cosmetics sector for 52 years in the market and present in over 60 countries.
We apply SmartConn to integrate interaction channels and redesign the entire digital journey of the consumer, generating greater fluidity and assertiveness.
Through the data structured by SmartVault, it was possible to categorize customers into specific profiles, consistently customizing their service, so as to direct the attendants according to each case.
SmartBrain‘s powerful intelligence allowed us to orchestrate interactions and increase assertiveness in customer responses, thanks to data generated in the SmartVault layer, which provided powerful insights into the best service paths, whether digital or human.
In this way, we increased satisfaction rates, leveraged retention in digital channels, generated operational efficiency and made service more agile, personalized, fluid and resolute.
Results
achieved with
Increase of almost 30% in self-service on digital channels
40% reduction in calls directed to human assistance
TMA reduction of around 10 seconds per call
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