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Retail & 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.
Retail & E-commerce
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.
Retail & E-commerce
Elevating El Palacio de Hierro’s collection recovery
Struggling with rising late payment post-pandemic, Mexican department store El Palacio de Hierro sought a modern solution beyond their traditional internal approach. Konecta was selected as their partner, offering a tailored blend of cutting-edge technology and skilled agents. This collaboration aimed to optimize debt recovery while maintaining El Palacio de Hierro's recognized customer experience. The partnership focused on integrating advanced systems and a customer-centric approach to redefine their collection management.
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Retail & E-commerce | Customer Experience
Scalable customer support model for a fashion giant
A global retailer and e-commerce brand asked Konecta to provide multilingual customer support for online and in-person customers. Through its agile management model, Konecta now supports the client on 3 continents in 13 languages, and is still expanding. All while delivering a global quality rate of almost 9 out of 10.
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Retail & E-commerce | Produtos & Soluções, Customer Experience
How innovation can support customer service in retail
Innovation and excellent customer service increasingly go hand in hand. Nowhere is that more evidently so than in the retail sector, where fierce competition in the face of inflationary pressures has made customer experience a key differentiator for brands.
Finanças & Seguros | Customer Experience, Vendas, Conversão de vendas
Boosting customer satisfaction and sales for UCI
Unión de Créditos Inmobiliarios (UCI) partnered with Konecta to manage complex after-sales and loan inquiries. Their joint mission was to boost efficiency, improve customer satisfaction, and strengthen UCI’s market position.