PagoEfectivo, a renowned payment platform in Latin America, faced the challenge of managing a high volume of support inquiries from its users. The solution came with the integration of Chat Center, which allowed the optimization of customer service through the implementation of a chat system on its website and the use of artificial intelligence bots. This strategy improved the efficiency in resolving inquiries, increased user satisfaction, and enhanced the positive perception of the brand.
Technical Summary
- Company Name: Paysafe
- Product: PagoEfectivo
- Service Offered: Alternative payment method to credit and debit cards
- Location: Latin America
- Target Audience: Users who want to shop online but are unbanked or prefer not to use credit or debit cards for their online transactions.
- Chat Center Objective: Optimize customer service and improve the management of inquiries and support requests
- Achievements:
- Integration of a real-time chat system on the web platform
- Implementation of artificial intelligence bots to handle frequently asked questions
- Reduction of average operation time (AOT) and increase in the autonomy of the digital support channel
- Improvement in satisfaction and NPS indicators
- 15% increase in the transactional volume of interactions managed by Chat Center
PagoEfectivo has established itself as one of the leading alternative payment options in several Latin American countries, offering a solution that allows users to conduct online transactions without the need for credit or debit cards. PagoEfectivo stands out for its ease of use and security.
Before the collaboration with Chat Center, this Paysafe product faced difficulties in handling the significantly high volume of support inquiries they received. Users sought help on various topics, from the status of their payments to code generation and resolution of technical issues. The inability to provide quick and efficient responses negatively impacted user satisfaction and brand perception.
The solution came with the integration of Chat Center on the PagoEfectivo platform, a strategy that included:
- The implementation of a real-time chat system on their website, allowing direct communication with support agents.
- The use of artificial intelligence bots to handle frequently asked questions, freeing up human agents for more complex inquiries.
- The launch of real-time chat.
The execution of the real-time chat system was a very important step for the company, as this action allowed users to communicate directly with support agents through the PagoEfectivo website.
This improved the efficiency in resolving inquiries, ensuring that they were addressed immediately, reducing waiting time, and enhancing customer satisfaction.
To address the most common inquiries, artificial intelligence bots were integrated into the chat platform, programmed to handle frequently asked questions, such as payment code generation, transaction status, and resolution of basic technical issues. By managing these recurring inquiries, the bots allow human agents to focus on more complex problems that require personalized attention.
The implementation of Chat Center finally enabled PagoEfectivo to manage around 15% of the transactional volume of interactions through its digital support channel. This freed up resources for more complex cases, managed by the Customer Experience team.
Additionally, continuous measurement of indicators such as AOT, autonomy rate, satisfaction indicator, and NPS was key to diagnosing and continuously improving the operation.
On the reduction of average operation time (AOT)
The reduction of AOT has been one of the most significant achievements. By automating the management of frequently asked questions and enabling immediate attention through real-time chat, PagoEfectivo managed to reduce the time users have to wait for a response, thus improving operational efficiency and customer satisfaction.
On improvements in satisfaction and NPS indicators
Customer satisfaction indicators and the Net Promoter Score (NPS) have also shown improvements. The ability to resolve inquiries quickly and efficiently has led to higher customer satisfaction, which is reflected in better NPS scores. Satisfied customers are more likely to recommend PagoEfectivo to others, helping the company attract new users and retain existing ones.
Future projection
Thanks to the positive results achieved with PagoEfectivo, the company plans to continue strengthening its relationship with Chat Center. An action that responds to the strong alliance between the two brands was carried out at the beginning of 2024 with the recent launch of the SafetyPay ChatBot, a project expected to increase the autonomy of the digital support channel by 18% to 20%.
In this sense, the future projection includes expanding the chatbot’s capabilities to handle a larger volume of inquiries and incorporating new functionalities that continue to improve the user experience.
In addition to the achievements already mentioned, the integration of Chat Center enabled PagoEfectivo to share several success stories that illustrate the positive impact of this collaboration. For example, they managed to reduce response time by 50% for inquiries related to technical issues. Likewise, the increase in first-contact problem resolution generated higher customer satisfaction and a significant decrease in the need for escalation to higher levels of support.
On the impact on the Latin American market
The implementation of Chat Center has not only had a positive impact on PagoEfectivo but also set a standard in the digital payments industry in Latin America, which requires high-quality customer service capable of resolving inquiries efficiently.
PagoEfectivo has demonstrated that through the adoption of advanced technology, it is possible to significantly improve the user experience and strengthen the company’s market position.
The integration of Chat Center has been a catalyst for the continued success of PagoEfectivo, which is achieving the goal of supporting high demand. With a focus on innovation and continuous improvement, PagoEfectivo is prepared to face future challenges and continue leading the way in the digital transformation of payment services in Latin America.
The strategic alliance with Chat Center has allowed PagoEfectivo to resolve immediate problems, lay the foundations for sustainable growth, and continuously improve customer service. This collaboration is a perfect example of how technology can be used to transform operational processes and improve user satisfaction, thus ensuring a promising future for both companies.
