Digital Experience Services

DESIGN MINDSET

FULL STACK SERVICES

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We are digital first

We manage and transform the user and customer experience throug hybrid, self-serviced and assisted solutions across digital channels.

Empowered users

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Digital Experience Center for People

As an own section of the public portal, this center allows a hybrid digital experience scheme, which privileges the self-management of users, but does not neglect the assisted digital attention. The basis of the Centers is the support, use and service (SUS) content. With it, users can resolve their doubts and questions autonomously. This reduces the pressure on the assisted channels. But this content can also be used by digital advisors. This ensures the consistency, relevance and timeliness of the information delivered.

What can be achieved with this service?

1

Help Site

Section of the public portal where the user finds the knowledge base and support tools.
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Support, Usage and Service Content Desk

An editorial cell that identifies information needs, creates or transforms articles and publishes them on the portal or on internal platforms for advisors.
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Chatbot

Digital channel with intelligent conversational interface that delivers content to users, by means such as Whatsapp.
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Assisted care

Support service provided by high-profile consultants, experts in asynchronous written digital communication, through a widget in the help portal or through channels such as Twitter, Facebook, Instagram, among others.
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Digital Experience Center for Companies

We offer a hybrid, self-managed and assisted experience scheme for B2B and high-value customers. Our Digital Experience Center for Companies works on a multimodal and persistent platform, with which we establish personalized and continuous attention processes. But, at the same time, in this service we have high-level virtual account executives, who can access different areas of support (quality, technology, training, etc.).

What can be achieved with this service?

1

Complement transactional and e-commerce capabilities, since the service can be integrated, through a widget, into the transactional app or portal. It is also possible to access the service's own app.
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Permanently and continuously record all interactions between the customer and the brand, thanks to the persistence of the platform. This facilitates controls, follow-ups and audits.
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Use various communication tools without needing other channels such as Whatsapp, e-mail, offices or messengers. Because it is multimodal, the platform has text conversations, document library, collaborative documents, digital signatures or task managers.
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Public Portals as a service (PPaaS)

We comprehensively manage the digital properties of brands, such as their public portals and apps. Our service has two components: a digital experience platform (DXP), common for all properties, and a permanent design cell to manage and configure the platform, from the technical and functional, as well as from the CX, UX and UI design and content.

What can be achieved with this service?

1

Advanced content management and avoid unwanted interface alterations, thanks to a Headless CMS that separates the presentation layer (user interface) from the content layer.
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Simultaneously use and update the same content in multiple digital properties.
3

Implement journeys to enhance the user experience without coding.
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Unify the quality and visual impact of public portals with transactional portals, traditionally lagging behind.
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Delegate platform configuration, user management, functional and technical support, user interface coding, development of integrations and advanced journeys, among other activities.
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Design the public portal offering, experience (CX/UX), interface (UI) and design system that works for multiple digital properties.
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Create and enhance content for the public portal and all digital properties.
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User community management

We design, moderate and technically manage digital communities where users, customers and stakeholders share content and comment on activities related to the brand and its offering.

What can be achieved with this service:

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We provide self-managed support, knowledge and innovation ideas through mixed content, created by the brand and by the user.
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Our communities are open, non-partisan and non-commercially oriented, which gives them credibility among users.
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Our communities have a comprehensive management, including user onboarding, content moderation and execution of engagement activities.
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They are led by a cell with a moderator, a technical platform manager, an engagement specialist, product specialists and CX, UX and UI designers.
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Digital Experience Monitoring (DEM)

DEM is a state-of-the-art service for monitoring and observability of technical platforms supporting digital properties. Using the leading monitoring platform (Dynatrace), we monitor hybrid, high-volume and complex architectures and all components and layers of the digital properties ecosystem. We span from user devices to in-house and third-party infrastructure.

What can be achieved with this service?

1

Continuously detect frictions in the user experience.
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Monitor in real time the service levels of digital properties and execute mitigation and remediation actions.
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Look at key journeys (such as onboarding) of digital properties.
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Unify business metrics with technical metrics.

Want to accelerate your good digital experience?