To develop a platform that would serve as a digital self-service channel for frequent complaints, claims, and questions from customers of all the brands belonging to Cencosud.
What was our approach?
A digital self-operated platform so that customers can carry out actions themselves, freeing them from having to go to points of sale or wait for someone to answer them on the phone
Streamline the time it takes customers to file a claim
Reduce the workload of employees who support the public at the customer service center.
As developer and technical lead, I was involved in the entire process of the platform’s creation.