The change of customer profiles, the diversity of offers and, principally the evolution of technology resulted in people wanting their claims taken care of at any time and in any place.

Atento's proposal is to reconcile these new trends by developing and perfecting the methods of relationship between companies and their customers.

VPS

VPS - Virtual Personal Service - is a new relationship channel between companies and their customers.

It can be placed in distributors, company stores, shopping malls and public places; that is, any place where the customer may be.  Furthermore it is the customers who choose the form of interaction: self-service, video calls or chat.

It can be used for advanced technical support, set technical visits, consult addresses, verify the status of repairs and service orders and printing of technical manuals of products.

Chat

The relationship via Chat creates a direct channel with the customer who demands immediate service from companies.  With this channel, technical support is obtained, doubts clarified and problems resolved using multimedia resources such as mailing images, sound and links that will help the service attendant to fulfill the needs of customers in a more efficient way.

Email

Service by email helps companies maintain a high level of service for requests for products and services.  This channel offers a complex and unified platform for interaction with customers who expect information on classification and prioritization in one unique system.

With automatic filtering processes, intelligent routing and automatic answers, this channel is capable of administering levels of service in alignment with the strategy for interaction with the customer.

SMS

Since this has to do with a channel of instantaneous, interactive and wide communication, with a high index of readership, the SMS (Short Message Service) channel is ideal for service operations to customers who need to send and receive, in a quick and easy way, brief information and with a low cost such as service protocols, mark technical visits, statements of bank accounts and credit cards, notice of delivery for merchandise and status of orders.

Field support

Field technical support is responsible for looking after all the calls that require a professional specialized in local service, assuring a solution to the problems reported by users, who form part of their service area and without a possible solution on the first level.

Field professionals rely on portable devices that register routine events of customer support, which permits daily attention to the calls and, therefore, their resolution in a safe and fast manner, independent of the location of the people involved in the process.