A Evoluservices, empresa de soluções de pagamento com mais de 20 anos de experiência no mercado, transforma sua infraestrutura e estratégia de atendimento ao cliente com um projeto realizado junto à Twilio, plataforma de engajamento do cliente que proporciona experiências personalizadas e em tempo real para as marcas líderes da atualidade. The success story of this partnership recently earned the companies the ABT Award, the largest customer relationship award in Brazil.
The project, initiated in 2023, already shows positive results, visible in the comparison of the first four months of 2023 with the same period in 2024. Since the implementation of Twilio solutions, both clients and agents have already noticed improvements. The percentage of dissatisfied customers decreased by almost three percentage points. Half of all agents report that the customer identification process has become easier and that integration with the CRM has enabled them to provide better service. Additionally, 65% of agents report that active messages are better and easier thanks to the addition of the pause function.
Most of Evoluservices' clients are in the healthcare sector, but the company has a diversified portfolio, offering payment products across various sectors and models. Your customer relationship area represents a very important part of your activities. "Both Twilio and Evoluservices are 100% committed to improving the customer experience. Twilio's solutions are entirely focused on enabling communication to be clearer, more efficient, and above all, personalized and engaging. This collaboration between Evoluservices and Twilio was the perfect combination, as we both work to build better experiences," says Vivian Jones, VP LATAM of Twilio.
Evoluservices has more than 30,000 clients served throughout Brazil. The project developed with Twilio aims for omnichannelity and adopted Twilio Flex and Twilio's WhatsApp Business solution as front-line customer service channels. Thanks to the stability of the basic infrastructure and the analysis capabilities provided by Twilio Flex, the company is already beginning to better understand the niches and sub-niches of its clients, enabling it to consider actions focused on offering better specific services for each group type.
The sectors responsible for customer contact mostly use proactive contact. "Before implementing Twilio's solutions, when this active contact was made, the customer was often unavailable, which caused a bottleneck in service, as the agent had to wait for the customer to respond. Due to the 24-hour window set by the agents' goals, this conversation was lost, requiring it to be re-entered into the initial queue, which was terrible. This caused breaks in the conversations, hindering the customer from having a continuous conversation and an excellent service experience. Thinking of this, Evoluservices started using the 'Paused Interactions' plugin, which allows agents to send those unanswered conversations to a waiting queue. Thus, when the customer is truly ready to talk, the conversation returns to the agent handling the case," explains Elaine Azevedo, customer service director at Evoluservices. "It was a complete evolution of our infrastructure, and we hope to continue this partnership for many new future projects," concludes the executive.
