Therefore, to inspire you with this success story, we will share how Loggi carries out its strategic service, its tactics for requesting evaluations, the importance of monitoring indicators, and how Hugme, a complaints management solution developed by Reclame AQUI, helped in these processes by optimizing the team's routine. Check it out⬇
How to build reputation and convey trust?
Building a good and solid online reputation is not an easy task, as is increasing wholesale email list customer trust in the brand, right?! For Loggi's customer experience coordinator, achieving these two factors was only possible with the help of the entire company, and with the transformation of the company's corporate strategies focused on customer needs.
“The first important point is the company’s focus on the customer. We have a Vice Presidency of Customers and Quality focused on converging the company’s efforts towards the experience of our customers and the quality of our services.”
Customer Experience Coordinator at Loggi
Find out the main pillars used by the team in building these factors mentioned, and see what you can do too:
Building a specialized, well-sized and trained team
Definition and monitoring of time, quality and resolution metrics in customer service
Redefining the rules for contacting customers, focused on increasing the frequency of contact
Identification of root causes to address improvements in company processes
In this sense, the Loggi team understands that customer service is the gateway to winning over and ultimately increasing customer trust. Therefore, telephone service is regularly used to contact the consumer, get closer to the problem, and consequently, find and deliver the most assertive solution.
The first results!
Initially, Loggi's customer experience team began a major restructuring effort for Reclame AQUI's customer service in the first half of 2019, when they rehired HugMe, the website's official complaints management and response platform. They began using it more broadly to support the channel's best customer service practices.
