However, we know that it is not enough to simply serve, it is necessary to understand, delight, surprise and transform a simple contact into a strengthening of the relationship between consumer and company.
Illustrative image of customer service with HugMe.
In other words, customer service is an art! And there is no doubt that B2W Digital communication email list understands this and values every point of contact with the consumer, because when it comes to optimizing service and ensuring satisfaction, the company relies on HugMe , software developed by Reclame AQUI that unifies processes and makes all the difference.
See below the report from the B2W customer service team and understand how the tool transformed customer contact:
Optimization of service and ease of day-to-day life
B2W Digital is an e-commerce company that owns major retail brands such as Americanas , Submarino and Shoptime . So you can already see that the challenge is huge, right?!
Currently, these brands have the highest reputations on the platform , as a result of positive feedback from consumers who have had their requests met. In addition, every year they are nominated for the Reclame AQUI Award, an award that recognizes the good service provided by brands in the country.
Stay informed: Why is it so important to take care of your reputation on Reclame AQUI?
B2W's customer service team has been using HugMe for a few years now , and the software is ideal for handling and managing every request they receive from their thousands of customers, from complaints on RA to social media.
“We have been working at Americanas with HugMe since 2011, and for us it is an extraordinary customer management system. It allows us to treat our customers with all the care they deserve. In real time, we can see the contact, respond quickly and see the evaluation the customer gave us. Each customer service assistant can evaluate themselves, based on the reports provided by HugMe. […] I use Hugme and recommend it, the customer literally feels embraced.”
Priscila Luiza – Operations Manager
Illustrative image of the HugMe customer service software.
Stay informed: How does the consumer complaint flow work on Reclame AQUI?
Strategic service management is reflected in the team's day-to-day activities, which saves more time during their work routine and can focus on reputation indicators.
