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Retalho e E-commerce
Konecta supports all Mercado Libre units (Pago, Envíos, Mediaciones, Marketplace) with high customer experience services via chat, C2C, and email, following their guidelines and based on a "continuous beta" operational model, matching Mercado Libre's approach.
Mercado Libre is Latin America’s leading e-commerce technology company, headquartered in Buenos Aires, Argentina. Through its primary platforms, MercadoLibre.com and MercadoPago.com, it provides solutions to individuals and companies buying, selling, advertising, and paying for goods online. Mercado Libre serves millions of users and creates a market for a wide variety of goods and services in an easy, safe and efficient way.
MercadoLibre maintains a leadership position in 18 Latin American countries. The Company listed on Nasdaq (NASDAQ: MELI) following its initial public offering in 2007.
With Fernando García Migliaro, Sr. Director of Customer Experience at Mercado Libre, and Mariano Castaños, CEO Konecta Latam, we discuss the future of e-commerce and Fintech, the challenges of evolving digital customer experiences, and how technology, especially generative AI, is transforming consumer experience in today's competitive market.
Retalho e E-commerce | Estratégia e conceção CX, Customer Experience, Desenvolvimento e implementação de casos de utilização, IA Agêntica para Customer Experience
Optimizing omnichannel customer service for Danone
Since 2018, Konecta has been supporting Danone, a global leader in the food and beverage industry, in managing its omnichannel customer relations. Faced with high volumes, our tailor-made solution has achieved a 97.5% answer rate and an outstanding NPS of 76.
Retalho e E-commerce
Boosting Ferrero's online reputation with five-star support
Ferrero, a global retail and food leader, needed to elevate consumer care across the UK and Ireland. By partnering with Konecta, Ferrero successfully turned negative experiences into brand advocacy, dramatically increasing Trustpilot scores and strengthening customer loyalty.
Retalho e E-commerce
Elevating El Palacio de Hierro’s collection recovery with Agentic AI
Mexican luxury department store El Palacio de Hierro sought to optimize early-stage debt recovery. By upgrading operations with agentic AI, Konecta transformed their digital collections, matching the output of their agents while maximizing recovered funds and maintaining El Palacio de Hierro's recognized customer experience.
Retalho e E-commerce | IA Agêntica para Customer Experience, Serviços de IA & Agentic AI, Preparação e estratégia da IA/GenAI, Desenvolvimento e implementação de casos de utilização, Customer Experience
Customer service channels blended deliciously for Hotel Chocolat
Hotel Chocolat aims to make people and nature happy through chocolate. And that requires exceptional levels of customer service. Harnessing technology, Konecta has provided Hotel Chocolat with a single-operation approach covering major channels. The result? A deliciously streamlined and personalized service.
Saúde
Turning a fragmented digital funnel into a growth engine for Adeslas
SegurCaixa Adeslas, Spain’s leading health insurance provider, faced fragmented sales models across digital channels. By partnering with Konecta to deploy an integrated end-to-end acquisition model, Adeslas transformed its commercial operations, securing over 150,000 new policyholders.