Customer Experience
Customer experience is paramount in today's competitive landscape. How to deliver meaningful and seamless interactions despite the rapid pace of technological and trend evolution?
We deliver exceptional hybrid experiences for your customer through the best blend of human ingenuity and AI precision.
Leveraging both technology and talent, we make every customer feel valued and every experience flow smoothly, whether that’s through designing seamless options for self-resolution, or offering empathetic and efficient interactions with agents using the power of AI and data to hyper-personalize.
Whatever the interaction and whatever the process, it is always about building loyalty and value for your brand.
80%
of consumers now expect a personalized experience (Source: Everest Group)
60%
of customer interactions hybrid AI and human by 2025 (Source: Gartner)
30%
cut in processing times through back-office automation (Source: Gartner)
40%
of new customers acquired through remote sales channels (Source: Frost & Sullivan)
Our customer experience solutions
Customer care
Scalable human and AI solutions that create exceptional experiences and customer satisfaction.
Technical support
Innovative, omnichannel support that goes beyond solving problems to building long-term relationships and loyalty.
Sales
Hybrid sales solutions that use data, analytics and personalization to convert sales and generate value.
Back-office services
Business and end-to-end process management and automation to reduce costs, improve quality and flow into front-office operations.
#1
Agile delivery model
#2
End-to-end capabilities
#3
Low risk
Using best-in-class innovation and digital to define the most effective delivery model for your customers – onshore, offshore and/or nearshore.
From the cutting edge of our Innovation Lab to the assurance of our fully managed services, you can access any best-of-breed AI/GenAI capabilities you need for your CX.
We’ll always be here to guide you, bringing real-world experience, exemplar use cases, extensive data science and digital expertise, plus proven solutions to mitigate risk.
Success stories in customer experience
Telecomunicações, Media & Tecnologia | Customer Experience
Entertainment giant Netflix and Konecta team up on Spanish customer service
In 2024, Konecta partnered with Netflix to deliver premium Spanish-language customer service across Latin America and the U.S. from its Lima, Peru facilities. This collaboration highlights Konecta’s expertise in Latin American customer support and alignment with Netflix’s culture and values.
Retail & E-commerce | Customer Experience
Talks, a personal space with Ferrnando Garcia, Customer Experience Sr Director at Mercado Libre
Konecta supports all Mercado Libre units (Pago, Envíos, Mediaciones, Marketplace) with high customer experience services via chat, C2C, and email, following their guidelines and based on a "continuous beta" operational model, matching Mercado Libre's approach.
Utilities | Employee Experience
Ekwateur and Konecta: getting closer to go further
Since 2021, Konecta has been supporting Ekwateur to manage customer relations, using its expertise across employee experience to build loyalty, develop Ekwateur's customer portfolio and power the scale-up’s growth.
Setor Automóvel, Mobilidade & Viagens | Customer Experience, Sales
Sem Parar and Konecta: using Whatsapp to transform telesales
A leading automatic payments provider wanted to transform its telesales approach, in order to sell more at lower cost. Konecta’s highly-effective solution, involving WhatsApp and better use of Sem Parar’s customer databases, has delivered impressive growth in conversions and efficiency.
Telecomunicações, Media & Tecnologia
Paris 2024: Transforming the digital experience with generative AI
Konecta developed a multilingual, multichannel digital platform leveraging generative AI to deliver a unique digital experience for the Paris 2024 Olympic and Paralympic Games.
Questions and answers
What makes a great customer experience strategy?
A great CX strategy provides the customers a seamless, omnichannel and customer-centric approach combining personalization, quick response times, and proactive support - while empowering agents - to enhance their satisfaction and loyalty.
How can technology improve customer interactions?
AI-driven chatbots, automation, and data analytics help deliver faster, more relevant, and personalized responses across channels. The agentic model augments agents by automating workflows and removing roadblocks.
Why is customer experience crucial for business growth?
A strong CX drives higher retention, increases brand advocacy and loyalty, and differentiates businesses in competitive markets.
How does Konecta support omnichannel customer engagement?
Konecta proposes a comprehensive approach to design engaging customer experience, build and set up solid solutions and operate them seamlessly to drive measurable ROI and guarantee lasting customer relationships.
How does Konecta help businesses improve customer satisfaction?
Konecta leverages its voice of customer expertise to drive continuous improvement and operational excellence, offering seamless, empathetic and efficient interactions with agents.
How does Konecta use AI to enhance customer service?
Our Konecta’s GenAI solutions help organizations in enhancing customer engagement and optimize operations with actionable business insights, agent augmentation for swift and personalized support, and customer interaction automation to ensure consistency and reduce costs.