How our omnichannel platform improved QueroQuitar CX
TGS Omnichannel Platform helped QueroQuitar to interact with its customers in a coordinated and consistent manner. This campaign was awarded as the Best Enterprise Communications Campaign at MEFFYS Awards 2023
The Challenge
After the pandemic, businesses are striving to improve customer engagement and offer personalized services. This is the case of the Brazilian Fintech QueroQuitar, which provides credit recovery and simplifies the negotiation among debtors and creditors. Nevertheless, the company does not only bring money back, it also brings the customers´ feedback, giving them the power to make the negotiation, whilst also providing them with financial education.
QueroQuitar needed to interact with it customers through multiple channels (RCS and SMS mainly) in a coordinated and consistent manner.
The Solution
Our Omnichannel Platform allows enterprises to automate and orchestrate customer journeys and associated workflows across multiple customer touch points and channels.
According to GlobalData, “Telefónica Global Solutions has been developing and fine-tuning its CPaaS during the pandemic, and the platform is now being offered across Latin America and Europe through local operating companies as well as its international enterprise business unit. The platform has been constantly enhanced since 2019, and the company now has a comprehensive solution that is already integrated with major business and collaboration applications”.
Specific with QueroQuitar, the goal was to offer users a seamless and consistent experience, regardless of the channel they chose to communicate through. The messaging API and orchestrator include the following channels: SMS, Email, Voice, App Push, In-app messaging, Facebook Messenger, Twitter DM, WeChat, WhatsApp for Business and Apple Business Chat.
Our solution also collected information about customers interactions through the different channels, allowing them to offer a more personalized and relevant services.
The Results
Our solution was integrated with QueroQuitar systems to extract real time information to create a personalized offer (using several connections with Banks, Retailers and Securitization NPL Companies). Using the MSISDN, the system extracted information from different databases and systems to generate a fully personalized offer in real time.
The offer was immediately sent to the user by RCS or SMS. Once the customer accepted the offer, the system sent an invoice document using RCS. In this way, it ensured that the user remained within the messaging channel from the first message until the point of receiving the invoice.
The campaign was awarded as the best “Enterprise Communications” campaign at MEFFYS Awards 2023.
Only in the RCS channel 11 agreements were signed within the first hour. RCS technology presented an increase of 108% of agreements signed over the SMS campaign.
Since the main goal is not only to make agreements, but to receive payments, the cash collected in the RCS Campaign was four times higher over SMS Campaign (+306%).
