Before implementing the Inconcert solution, Teyamé 360, in its commitment to leading the Digital Marketing sector, faced the challenge of manage the activity with a unified strategy that will integrate multiple communication channels (telephone, social networks, chat, etc.).
Teyamé, in his goal for increase the productivity of your teams and reduce acquisition costs for customers, it required a solution that covered all key areas of the customer lifecycle, from marketing campaigns to sales and post-sales. In addition, with this strategy I intended Boosting automation at all levels to achieve efficient management of all customer interactions.
Teyamé 360 decided to implement a omnichannel management solution provided by Inconcert, including Inconnect, Infunnel and Insmartbot products. This ecosystem allows all communication channels (IP voice, chat, WhatsApp, social networks, email, web, and SMS) to be integrated together on a single platform, optimizing customer experience and operational efficiency.
Some key features include:
- Automating interactions through conversational IVR, automatic bookmarking and chatbots powered by GenAI.
- Social media integration and platforms such as Google, Meta and TikTok for verifying and updating data.
- Intuitive user interfaces designed to improve productivity with integrated analysis, agent monitoring and reporting.
Thanks to the implementation of Inconnect, Teyamé 360 experienced great performance throughout the customer journey, since the customer experience was optimized in all areas, simplifying interaction processes and increasing ROI. In addition, it achieved a higher return on leads with the same investment, reducing the acquisition cost by -32%.
Personalized attention according to the input channel was achieved in 92% of the interactions and the response time was significantly reduced to 30 seconds after receiving a lead. Thanks to this solution, Teyamé 360 succeeded greater ability to measure incoming leads online, and their optimized management.
Therefore, the implementation of Inconcert's omnichannel solution allowed Teyamé 360 to achieve great efficiency in your contact center, optimizing the customer experience and increasing the profitability of your operation. These advances have consolidated its position as a leader in attracting customers in the insurance sector, meeting and exceeding the objectives set by 37%.
