AlmavivA speeds up the process of digital customer inclusion during the pandemic
The company anticipated and invested in supporting consumers during the pandemic, solving doubts and contributing to their well-being.Data: 25.07.2020
The company anticipated and invested in supporting consumers during the pandemic, solving doubts and contributing to their well-being
From one day to the next, consumers were forced to solve their problems from remote, due to the quarantine imposed as a need to stop the advance of Covid-19. But many people needed help using applications or solving other issues from homes, during the forced and rapid adaptation to this new reality. And this is when AlmavivA do Brasil, one of the largest Customer Experience companies, managed, through previous investments, to guide and provide the digital inclusion of Brazilian consumers.
“The Company focus is to help people from remote solve their demands, whether by digital channel or voice,” explains Nelson Armbrust, Deputy President of AlmavivA Board of Directors. “In addition, we seek to proactively guide and support consumers so that they learn and feel comfortable navigating and treating their demands through digital and remote channels offered by our customers, whether be them Apps, websites, bots, and others. Many of them in the ‘self-service’ model. We deepened the training of our employees, so that they were prepared for this new reality, and managed not only to solve the problem of consumers, but also help them learn to manage this type of situation independently ”, he concludes.
Many people who did not know how to use digital media, lacking skills or access, found themselves in the quarantine concerned with solving their problems. They were used to going to stores, agencies, etc., and all of a sudden they no longer had that option, being forced to interact by digital media – and that was when many doubts arose.
“We have an example in the mobile segment, where we have been receiving almost 1 million additional calls from people who previously exchanged their chips in stores and abruptly stopped having this option. And just when they needed this service the most. We quickly structured ourselves to help consumers solve this situation from remote, taking the opportunity to guide them on how to use their provider’s Qpp ”, says the executive manager.
“It is a considerable volume of people who would be disconnected, in the middle of the isolation, without this remote service. Our employees were able to resend the chip by mail and advise on the exchange process, collaborating with social distancing and maintaining the routine of these people at home, in view of the importance of internet and telephone access ”, Nelson Armbrust added.
The executive manager still uses another example to show how important the Company was at that moment, citing an example from the financial segment, which before the pandemic had an average of doubts per contact of 1,7, and, during isolation, that number went up to 2,9. That is: it almost doubled. Since the vast majority of these new questions are related to the use of the digital payment channels, such as viewing credit card bills and setting up payments via App, for example.
“We found that the increase in doubts was related to specific procedures encouraging the use of digital channels. In this case, the role of AlmavivA has been to act as a digital educator for consumers, guiding them to use the resources that were already available before the pandemic, but that – due to the need for people to stay at home – became the only means to deal with daily financial issues”, he adds.
Older customers and also those with lower incomes are among the people with the most difficulties in dealing with digital applications and media. According to a survey carried out by the Instituto Locomotiva, a research and strategy institution in São Paulo, people over 60 are the ones who left from home more often during quarantine. Among the reasons for this, was the difficulty of using technology to make purchases and payments.
“Chamou a minha atenção em ver na televisão uma idosa ansiosa, na fila do shopping, no primeiro dia da reabertura, para pagar na loja uma conta atrasada. Nós estamos ajudando e ensinando essas pessoas de maneira que não precisem correr esse risco e passar por esse desconforto, solucionando seus problemas remotamente. Isso é certamente possível, cada um no seu tempo”, conclui Nelson.
And that is a trend for the future. Because, in spite of being encouraged by the pandemic, the indications are that this transformation will be definitive. More and more customers will interact and seek solutions on digital platforms.