The Evoluservices, payment solutions company with over 20 years of experience in the market, transform your infrastructure and customer service strategy with a project carried out in partnership with Twilio, customer engagement platform that provides personalized and real-time experiences for today's leading brands. The success case of this partnership ensured the companies, recently, the ABT Award, the largest customer relationship award in Brazil
The project, started 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 customers and agents have already noticed improvements. The percentage of dissatisfied customers fell 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 allowed them to provide better service. Furthermore, 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 in various sectors and in various models. Your customer relationship area represents an extremely important part of your activities. Both Twilio and Evoluservices are 100% committed to improving the customer experience. Twilio's solutions are fully focused on enabling communication to be clearer, efficient and, above all, personalized and engaging. This collaboration between Evoluservices and Twilio was the ideal combination, because we both work to build better experiences, comment Vivian Jones, VP LATAM of Twilio
Evoluservices has more than 30 thousand clients served throughout Brazil. The project developed with Twilio aims for omnichannelity and adopted Twilio Flex and Twilio's WhatsApp Business solution as the front lines of customer service. Thanks to the stability of the basic infrastructure and the analysis possibilities provided by Twilio Flex, the company is already starting to better understand the niches and sub-niches of its clients, being able to think of actions that focus on providing better specific services for each type of group
The sectors responsible for customer contact use, for the most part, proactive contact. "Before the implementation of Twilio's solutions, when this active contact was made, many times the client was not available, and this caused a hindrance in the service, since the agent had to wait for the client to respond. Due to the 24-hour window, stipulated by the agents' goal, this conversation would get lost, having to get back in the initial line again, what was terrible. This caused breaks in the conversations, hindering the customer from having a continuous conversation and an excellent service experience. Thinking about it, Evoluservices started using the 'Paused Interactions' plugin, that allows attendants to send that conversation that did not receive a response to a waiting queue. Thus, when that client is really ready to talk, the conversation returns to the agent who was handling the case, explain Elaine Azevedo, customer service director of Evoluservices. "It was a complete evolution of our infrastructure and we hope to continue this partnership for many new future projects", finalizes the executive
