Improving customer satisfaction through post-sales support

The multinational wanted to upgrade the post-sales customer experience across all channels, including enhancing and extending its provision of online and remote customer care.
Its goals included improving response times, first-time resolution and customer satisfaction scores – not only reducing the need for customers to visit service centers or return products to them, but also improving brand perception.

In addition, the client wanted solutions that would work across the entirety of its wide customer base in Latam – from individual consumers to multinationals across various sectors.

Konecta’s solution focused on all its client’s service channels, with a strong emphasis on providing immediate first-level technical support and optimizing response times to customer complaints, claims and product deliveries.

Channels include livechat, WhatsApp, voice and email, with channel segmentation based on customer needs and customer value.
Services covered by Konecta’s solution include product delivery, order status enquiries, initial installation processes, consulting services on current product range, warehouse and shipment tracking, and solutions for repairs at all levels.
Around 98% of contacts are in Spanish, with a small proportion in English.

Our solution also enhanced the client’s sales channels, cross-selling, back-office and communication, simplifying and streamlining the interactions between its distributors, service centers, contact centers and end-customers.

These deep-reaching and wide-ranging improvements were made possible by our commitment to understanding the multinational client’s operations and unique needs. For example, throughout 2023 and 2024, we collaborated with its teams in Latam to develop a matrix and process flow that would generate the results it wanted – along with the potential for continuous improvement. We proposed process flow modifications and service scripts, and used our own tools to develop learning and change skills in the relevant teams.

As added value for the client, we also provided the opportunity to use speech analytics for root cause analysis, identifying repetitive behaviors and segmentation of leading and other performers – again feeding into continuous improvement.

Initial results and benefits from Konecta’s solution have been impressive. In the first five months, NPS (net promoter scores) have been above target every month, and C-SAT (customer satisfaction) scores are higher than previously. This all feeds through into improved customer loyalty and brand reputation.

An additional benefit has been an increase in self-service digital contact from 12% to approximately 40% for immediate solutions through digital channels.

Jose Rosso, Operations Director at Konecta, is proud of these outcomes and the process that led to them: “The success of Konecta’s solution for this global client, which is a household name all over the world, has been made possible by a number of factors – not least our commitment to operational excellence, our loyal talent pool, our expertise in digital transformation and AI analytics, and our determination to understand and address the client’s needs.

“We’re pleased that our approach has already been recognized with an extension of the contract, and we look forward to delivering continuing improvements for the client and its customers.”

Success stories