Cases

Case Correios


Correios

The Brazilian Post and Telegraph Company (ECT), or Correios, is a federal public company responsible for executing the mail delivery and delivery system in Brazil, but it is not limited to just this activity: it performs the distribution of parcels throughout the national territory, as well as providing other support services to the Government - in all spheres - and support to the population.

What was the client’s problem?

1
Customer service was already transforming at the Post Office and facing increasingly connected customers, demanding speed, quality and presence on all platforms and the need for a unique solution to manage the different channels, in a single environment possible through high level of automation, to improve the model of relationship with customers, and improve the experience on the website, social media and contact phones.

What was the solution presented?

2
Customers were already served by social networks and via Chat, and with the 3CORP solution they can now have all services on one platform, whether via the internet or phone, or automated service through Carol’s chat bot - Correios Atendimento e Reladoria Online , 24 hours, 7 days a week. Channels are now managed in one place, regardless of the form of contact. All interactions via chatbot are analyzed with AI Artificial Intelligence), which automates, analyzes and improves the relationship by anticipating needs. In addition to the chat and bot, other demands are part of this innovation and, therefore, 3CORP has also provided the company with a service station for the deaf, customized reports and a pre-defined phrase interface with integration to the manager’s dashboard, in addition to integration of online and offline channels The solution had 450 PAs in 2 sites, São Paulo and Barbacena, operating in a balanced way (São Paulo and Barbacena (MG). • Receptive Service, Blended, WFM; • Chat; • Chatbot, • Voice and Screen Recording • Monitoring of Social Networks • WEVRTC - Service Via Home office during the pandemic. • Management and reporting.

Results achieved

3
Among the results obtained by the client with this solution, the following stand out: • Unified customer service on all platforms; • Service module for the deaf and hearing impaired; • Customized reports and predefined phrases interface with integration into the manager’s dashboard; • Integration of online and offline channels, with Receptive, Blended, • Chat, Chatbot, Voice and Screen Recording, Social Network Monitoring; • Reduction of operating costs; • Increase in productivity per agent; • Through configurable, friendly and automated applications, human errors can be minimized by more than 80%.

Highlights

Stand outs among the results obtained by the client with this solution include:
Omnichannel customer service

Agility and greater productivity in the team

Ease of team and service management.

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