Market Segment

Bens de Consumo

Location

Department in the Company

Atendimento

Communication channels

Whatsapp

Results

85% of the customers are served in a fully automated way, without requiring a human agent. 240,000+ unique users per month on average. Growth of 25% in the number of calls in only 2 months.

Context

Nextel sought to evolve digital communication to comply with one of its main pillars: excellence in customer service.

Challenge

To offer the best possible service experience in an app that customers already use.

Solution

With the Take Blip platform, the company made available a hybrid service channel on WhatsApp, integrating chatbot and human service.
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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.

Pedro Arakawa

| Executive Director -

Nextel

Take Blip is the player that fits best with what Nextel believes is ideal service and work ethics.

Igor Dias

| Head of Digital Service -

Nextel

Take Blip’s and Nextel’s strategy and partnership are a winning combination and a reason for pride

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