Sucess Case
Webmotors’ new customer service experience after deploying Zendesk with Aktie Now
Description:
Customer
With over 20 years on the road, Webmotors was the first Brazilian startup to innovate in the way of buying and selling cars and motorcycles. Market leaders and specialists in the segment, they are fueled by the passion for the automotive culture and the desire to always offer the best and safest online buying and selling experience.
Scenario and
Challenge:
There were countless problems that directly impacted the agents’ daily lives and also the customers’ experience. Systemic instability, impossibility of automation, low functionality, lack of reports and difficulties for support and relationship with the platform were some of the setbacks that contributed to a disorderly scenario that was already part of the routine. Among the challenges, there was the fact that it was not possible to analyze the customer’s history in service, as the tool crashed, causing the fall, recall and delay in the average solution time.
Strategic Solution:
According to the proposed challenge, our team acted as follows:
01
Opening of competition with the participation of companies such as Orbium, Hi platform, Salesforce and Zendesk itself. Customers who already used these solutions were visited and 152 functionalities that were essential for the business were evaluated.
02
After analysis of the questions and decision of the board committee, we ended up opting for Zendesk To assist in the implementation process, Zendesk appointed Aktie Now and also adopted other tools such as ChatBot Droz and the Callwe digital telephone service — solutions that integrated with Zendesk would complete our transformation needs in this area as a whole.
Impressive results:
Reduced ticket creation by
57.3%
after implementation
Reduced average ticket resolution time by
38.09%
Retention in
58%
of appointments
Reduced AHT by
32%
retention
93,9%
of CSAT
Tools used:
Zendesk was the most complete and cost-effective solution on the market. And in the implementation process, our experience with Aktie Now was extraordinary, as we had the support of the consultancy in reviewing the processes and creating best practices
Samuel Alcântara
Customer Experience Manager at Webmotors
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