Evoluservices, a payment solutions company with more than 20 years of experience in the market, transforms its infrastructure and customer service strategy with a project carried out together with Twilio, a customer engagement platform that provides personalized, real-time experiences for today's leading brands. The success story of this partnership recently guaranteed the companies the ABT Award, the biggest award in customer relations in Brazil.
The project, which began in 2023, is already showing positive results, visible when comparing the first four months of 2023 with the same period in 2024. Since implementing Twilio solutions, both customers and agents have already noticed improvements. The percentage of dissatisfied customers fell by almost three percentage points. Half of all agents report that the customer identification process has become easier and that CRM integration has allowed them to provide better service. Additionally, 65% of agents report that outbound messaging is better and easier thanks to the addition of the pause function.
The majority of Evoluservices' customers are in the healthcare sector, but the company has a diversified portfolio, offering payment products in different sectors and in different models. Your customer relationship area represents an extremely important part of your activities. "Both Twilio and Evoluservices are 100% committed to improving the customer experience. Twilio's solutions are fully focused on enabling communication to be clearer, more efficient and, above all, personalized and engaging. This collaboration between Evoluservices and Twilio was the ideal combination, as we both work to build better experiences", comments Vivian Jones, VP LATAM at Twilio.
Evoluservices has more than 30 thousand customers served throughout Brazil. The project developed with Twilio aims at omnichannel and adopted Twilio Flex and Twilio's WhatsApp Business solution as front lines of customer service. Thanks to the stability of the basic infrastructure and the analysis possibilities provided by Twilio Flex, the company is already beginning to better understand the niches and sub-niches of its customers, being able to think of actions that focus on offering better specific services for each type of group.
The sectors responsible for customer contact mostly use proactive contact. "Before the implementation of Twilio solutions, when this active contact was made, the customer was often unavailable, and this caused a hindrance in service, as the agent had to wait for the customer to respond. Due to the 24-hour window, stipulated by the agents' goal, this conversation was lost, having to enter the initial queue again, which was terrible. This caused interruptions in conversations, hindering the customer from having a continuous conversation and an excellent service experience. With this in mind, Evoluservices started using the ‘Paused Interactions’ plugin, which allows agents to send that conversation that did not receive a response to a waiting queue. Thus, when that customer is actually ready to talk, the conversation returns to the agent who was handling the case”, explains Elaine Azevedo, customer service director at Evoluservices. “It was a complete evolution of our infrastructure and we hope to continue with this partnership for many new future projects”, concludes the executive.
