Nextel, the giant Brazilian telephony company, considers excellence in customer service one of its main pillars. Therefore, it employs a customer-centric approach. When seeking improvements in its channels, the company conducted a survey with customers and found that they prefer to interact via WhatsApp instead of visiting a store or calling the call center.
To offer consumers this additional service option, Nextel chose Take Blip. With our platform, the brand has made their WhatsApp channel official and managed to further raise its standards of quality, speed and assertiveness in this service channel. That led to gains in operational efficiency. Today, Nextel serves approximately 240,000 unique users per month via WhatsApp. 85% of the people who make contact through the app perform the whole process automatically, without human interference. In more complex cases, the solution detects the need for a human agent and transfers the contact to the company’s highly trained team.
This team interacts with the customer directly on Whatsapp, without breaking the service flow. In only two months, the solution experienced a 25% growth in the number of calls via Whatsapp. The brand’s strategy is to continue evolving the smart contact in the app and to keep building loyalty among its customers.