Kia operates in a dynamic and competitive automotive market where customers increasingly expect more personalized and efficient service with quicker answers. Although Kia’s service operations are effective, they want to better meet evolving customer needs and improve with more agility their internal processes and communication channels.
Recognizing that improvements could significantly boost customer satisfaction and loyalty, Kia proactively partners with Konecta to elevate their customer service for both the B2B and B2C segments, reinforcing a commitment to operational excellence and customer-centric approach.
Konecta’s support focuses on delivering an excellent customer experience by offering personalized, and high-quality service:
- Digitalizing the service: we're supporting Kia in the transition to a new CRM system, which will be connected to our CTI (Computer Telephony Integration) platform. This will allow us to gradually automate a significant part of the current operations.
- Listening and understanding the voice of the customer: through Konecta's Speech Analytics platform, we’re implementing an Insights system to analyze 100% of customer interactions. This will not only help improve agent performance, but also provide valuable intelligence about why customers call and how satisfied they are.
- Advising Kia on innovation and market trends: Kia wants to remain at the forefront of the industry and works with Konecta as a strategic partner to help them go beyond traditional models and adopt a more innovative, data-driven approach.
Konecta’s dedication to Kia’s “customer centric” strategy, combined with selecting top talent and leveraging innovative technology, enables us to deliver a customer care service that exceeds Kia’s expectations and sets a new benchmark in the automotive sector.
By aligning our culture, establishing clear and measurable goals, and focusing on continuous improvement, we are positioned to help Kia achieve leadership in customer care services in Spain.
