How Magalu Automated 49% of Its Service
This Brazilian digital retail leader needed a partner to help put its customers at the center of its business.
“Being able to count on an excellence-focused company like Aktie Now in the implementation and expansion process was fundamental for us.”
Amanda Carvalho
Customer Intelligence Manager – Magalu
Sector
Retail
Technologies
Zendesk
Services
CX Consulting
Technology Implementation
Managed Services
Project Awards
How Your Business
Can Achieve These Results:
Integrate your channels
By centralizing your service channels and customer history, you can boost both the efficiency and quality of your service.
Create self-service solutions
With a well-structured help center, your customers can resolve tickets automatically.
Create solutions for your 3P marketplace
Bringing together your customer service and marketplace seller service in a single platform gives you agility and speed.
is the leading digital retail platform in Brazil.
Since 1957 Magalu has been an innovative retailer in Brazil. They are now one of the largest and most respected brands in the digital retail market.
Challenge
In 2019, Magalu faced a pivotal change: the repositioning of their company as a digital retail platform.
The challenge was integrating and improving customer service within this new digital context.
Solution
To solve these challenges, we mapped out all of their service processes and implemented Zendesk with the Guide and Support products.
In 2020, the company changed its chat product and purchased another 211 licenses.
Results
Magalu expanded its service capacity and further improved the customer experience.
Unlike the other retailers, they had an increase in sales and also reduced ticket solution time by 20% and Average Service Time by 16%
How Magalu Automated
49% of Its Service
This Brazilian digital retail leader needed a partner to help put its customers at the center of its business.
“Being able to count on an excellence-focused company like Aktie Now in the implementation and expansion process was fundamental for us.”
Amanda Carvalho
Customer Intelligence Manager – Magalu
Sector
Retail
Services
CX Consulting
Technology Implementation
Managed Services
Project Awards
Technologies
Zendesk
How Your Business
Can Achieve These Results:
Integrate your channels
By centralizing your service channels and customer history, you can boost both the efficiency and quality of your service.
Create self-service solutions
With a well-structured help center, your customers can resolve tickets automatically.
Create solutions for your 3P marketplace
Bringing together your customer service and marketplace seller service in a single platform gives you agility and speed.
is the leading digital retail platform in Brazil.
Since 1957 Magalu has been an innovative retailer in Brazil. They are now one of the largest and most respected brands in the digital retail market.
Challenge
In 2019, Magalu faced a pivotal change: the repositioning of their company as a digital retail platform.
The challenge was integrating and improving customer service within this new digital context.
Solution
To solve these challenges, we mapped out all of their service processes and implemented Zendesk with the Guide and Support products.
In 2020, the company changed its chat product and purchased another 211 licenses.
Results
Magalu expanded its service capacity and further improved the customer experience.
Unlike the other retailers, they had an increase in sales and also reduced ticket solution time by 20% and Average Service Time by 16%
