The customer service teams from Americanas, Loggi, Lojas Marisa and Asaas agreed to chat with us, share how they manage their indicators and complaints on their Reclame AQUI pages and the results they have achieved. They also showed us how they optimize flows and routine tasks, using the features of HugMe, our official management and response platform.
Americanas – Managing Reclame AQUI since 2011
There is no way to talk about good customer service on Reclame AQUI without mentioning the Americanas team . The company has been responding to its customers on the website for ten years, and today, it has won the Reclame wholesale email list AQUI Award six times in a row, from 2014 to 2019, in addition to being nominated for this year's award. And what's more, it has also won the RA1000 seal on its online and physical store pages, the highest certification for excellent customer service.
These results are the result of hard work, focused on the customer's needs and necessarily a lot of strategy to manage a large operation and Reclame AQUI's reputation indicators. And to achieve this, the Americanas team was able to take advantage of HugMe's help, and facilitate the negotiations from start to finish of the service offered to each customer who posts a complaint. See what the Operations Manager has to say about this partnership:
How long has Americanas been using HugMe and how important is it for managing Reclame AQUI?
“We have been working with HugMe at Americanas since 2011, and for us it is an extraordinary customer management system. It allows us to treat our customers with all the care they deserve. In real time, we can see the contact, respond quickly and see the evaluation the customer gave us. Each customer service assistant can evaluate themselves, based on the reports provided by HugMe. Without the tool, it is impossible to manage our customers assertively. I use it and recommend it, the customer literally feels embraced. Thank you Reclame AQUI for supporting us and providing such a great software, congratulations!”
Operations Manager at Americanas
Find out more: How B2W transformed customer service at Reclame AQUI!
Loggi – How to engage customers to evaluate service
Few companies have such well-defined customer service pillars as Loggi . The entire company is completely focused on the customer, in addition to a specialized, well-sized and trained team to gain and increasingly increase consumer trust in the brand. It is no wonder that, currently, the Loggi team has the RA1000 Seal on the 6-month tab of the website, and they are winners of the Reclame AQUI 2021 Award with more than sixteen thousand votes from users.
Unfortunately, not all consumers who post a complaint on Reclame AQUI return to evaluate the service after the company's final response or the problem is resolved. However, there are several ways to engage these consumers to evaluate the ticket using HugMe. Check out how Loggi's Customer Experience Coordinator organizes herself to perform this task:
How does Loggi use HugMe to engage customers to evaluate service?
“All of our service is provided via the platform, that is, HugMe. Constant and fluid communication via private messages is the starting point for the consumer to receive the necessary support […] From the point of view of evaluations, we have two interesting features: the one to request an evaluation, which is released as soon as a case is answered publicly and directly alerts the customer about the possibility of evaluating, and the function Mark a favorable evaluation, which can be used by the customer service team when a case has been resolved satisfactorily.”
Customer Experience Coordinator at Loggi
Check out: Loggi Case | Strategic service on Reclame AQUI with HugMe
Marisa Stores – The importance of reputation indicators
Anyone who doesn't know the slogan "From woman to woman" can't be from this world, right?! But more than that, Marisa is also known for its excellent customer service and care. After all, the Lojas Marisa team is very concerned about practicing the company's culture, which are: Women at the Center, Welcoming, Respect, Integration, Simplicity and Ownership Attitude.
And for this reason, this impeccable work is directly reflected in the company's reputation indicators on the website, as in addition to being nominated more than 6 times for the Reclame AQUI Award, they also won the RA1000 Seal with 99.9% of complaints answered, more than 90% resolved and a consumer rating above 7, in the 6-month tab in December 2021.
We know that these results are not easy to achieve, but in this case, the Marisa Stores team was also able to use HugMe to facilitate the management of these indicators. See how important this task is for the company's Customer Experience Manager:
How important is it to monitor indicators and reputation, and how does HugMe support this front?
“HugMe plays a fundamental role in monitoring data and mapping improvements. “What you don’t measure, you don’t manage.” With the tool, we can monitor Reclame AQUI’s main indicators, which allows us to manage the numbers in real time, looking at the current result and the future forecast of the indicator in the last 6 and 12 months. The reporting module is a true data extractor, it allows us to cross-reference various pieces of information very easily, as it is an “a la carte” system, that is, you create the view that is important and necessary for you. With HugMe, you have the complete operation in just a few clicks to monitor the productivity, quality and general performance of the operation and the brand.”
Customer Experience Manager at Marisa Stores
Asaas – Great results achieved
Asaas is a fintech that offers solutions to automate the bureaucratic activities of entrepreneurs, and therefore, in terms of customer service, it could not be different. The company's team always seeks to deliver solutions that are efficient and humanized , with agility and transparency, with the aim of gaining the trust of consumers through positive experiences that add value.
And therefore, they are an authority case to be studied. Currently, Asaas has the RA1000 Seal on Reclame AQUI, with 100% of complaints answered, almost 94% resolved and a consumer rating above 8, in the 6-month tab in December 2021, in addition to being a company nominated for this year's Award.
