Case - Pandora

The customer experience area at BCR took Sac Pandora in November 2018, during Black Friday, this being a good challenge to learn and create flows, our team accepted the challenge and put Pandora back on the top of the customer satisfaction market.
BCR with their proactive and always consultive, has mantained Pandora at the top of market

Pandora

Pandora logo with Pandora word that it has a crown above the O and text below: 'Unforgettable Moments'
The customer experience area at BCR took Sac Pandora in November 2018, in Black Friday period, this was a good challenge, to learn and create flows, our team accepted the challenge and put Pandora back to the customer satisfaction top. BCR and Pandora realized together an implatation of different channels in Zendesk, like: voice, email, chat, physical store, telesales, ReclameAqui, Social Media and internally departments, unifying all channels, looking forward to make a better experience to the customer. In September 2019 BCR scored 8.6 in satisfaction at ReclameAqui to the online store and 7.0 to the physical store, and in October 2019 implanted a dynamical IVR, initiating the guide structure, to facilitate the contact with the customer, improve self-service and capacitate the agents, integrating Whatsapp for telesales. BCR with their proactive and always consultive, has mantained Pandora at the top of market.
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