Agile Manaus tourism and culture of AmazonasThe use of the app is part of the company's digital transformation strategy to promote continuous improvement of the customer experience.
As of now, the TIM is prepared to interact with its clients via WhatsApp, a channel that is already integrated into consumers' digital lives. The company is the first Brazilian operator to sign a commercial contract to use WhatsApp BusinessWhatsApp Business, which allows communication between businesses and clients in a simple and easy way, incorporated into their daily habits. The company has been conducting tests with a group of customers who today already receive their bills via WhatsApp, and from now on will be able to expand this initiative to other users or use the channel for objective and personal communication with their customers.
The use of WhatsApp Business is part of TIM's digital transformation strategy to promote continuous improvement of the customer experience. In the second quarter, the number of TIM users who sought service through the app MEU TIM and the website increased 62% compared to the same period in 2017. In parallel, interactions in the call center fell 6%. By 2020, the company expects the number of digital interactions to exceed 80% of the contacts made in the relationship channels.
“TIM is fully focused on improving customer experience through digital transformation and this adoption of WhatsApp Business is undoubtedly an important step in this journey. The idea is always to offer more convenience to the user, to simplify his contact with the company and to give him autonomy to manage his services without having to call the phone service. In addition to reinforcing customer satisfaction, we have more possibilities to meet their demands with agility or even anticipate them.explains Pietro Labriola, COO of TIM Brazil.
More than 1.5 billion people in over 180 countries use WhatsApp to stay in touch with friends and family anytime, anywhere. Consumers want to connect with companies the same way they talk to these groups and that is why WhatsApp Business was created, available in Brazil since January this year. It is a way for companies to to better manage conversations with their customers and provide useful information, with fast, simple and convenient messages.
