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Digital operation services

Web-Solution-verde

Digital Experience Center for People


This service, aimed at individuals, combines a hybrid scheme of self-managed digital care and assisted digital care. It is designed to encourage self-management through high-quality content, but also offers the possibility of personalized care in specific situations.
It includes several layers and digital properties that can be implemented comprehensively or in stages.

 

What can be achieved with this service?

Help Center: Section of the public portal where the user finds the knowledge base and assistance tools.

Support, Use and Service (SUS) Content Desk: Editorial cell that identifies information needs, creates or transforms articles and publishes on the portal or on internal platforms for advisors.

Bot: Digital property with an intelligent conversational interface that delivers self-management content to users, through means such as WhatsApp.

Assisted Support: Assistance service attended by high-profile service communities, experts in asynchronous written digital communication, through a widget on the help center portal or through channels such as Twitter, Facebook, Instagram, among others.

Digital Experience Center for People
Digital Experience Monitoring
 

Digital Experience Center for Businesses


Aimed at serving high-value companies or individuals, this service is a hybrid scheme of self-managed digital and assisted digital attention designed to establish personalized and continuous high-value attention processes through digital channels such as apps and the website. It is an ideal complement to the transactional and e-commerce capabilities of a brand's digital properties.


 

What can be achieved with this service?

Complement transactional and e-commerce capabilities, thanks to the fact that the service can be integrated, through a widget, into the app or transactional portal. It is also possible to access it in an app specific to the service.

Permanently and continuously record all interactions between the client and the brand, thanks to the persistence of the platform. This facilitates controls, monitoring and audits.

Use various communication tools without needing other channels such as WhatsApp, email, offices or messengers. Thanks to the fact that it is multimodal, the platform has text conversations, a document library, collaborative documents, digital signatures or task managers.

Digital Experience Center for Companies

Renting

Transforming Digital Presence and Social Media Management to Grow and Boost Renting Colombia.

Check this project
Digital Center
 

Managing user communities


We design, moderate and technically manage digital communities in which users, customers and interested parties share content and comment on activities related to the brand and its offering.


This service allows brands to:

Provide self-managed support, knowledge, and innovation ideas through mixed content created by the brand and the user.

Be open, unbiased, and not commercially oriented to build credibility among users.

Have comprehensive management that includes user onboarding, content moderation, and engagement activities.

Be led by a team that includes a moderator, a technical platform manager, an engagement specialist, product specialists, and CX, UX, and UI designers.

User community management

Bancolombia

Ensuring the Bancolombia Experience: Improving Customer Satisfaction through High-Quality Responses to PQRs

Check this project
User community management

Public Portals as a service (PPaaS) 


 

This service provides a brand's web presence on a world-class, state-of-the-art infrastructure that ensures a high impact on business and customer and user experience.


This service allows brands to:

Have a comprehensive platform for web/app digital experience.

Have a team of experts in platform management and configuration.

Have service teams that complement the internal digital area.

Interaction-Design-Puntos

Puntos app

Integrating the biggest colombian loyalty program App into users daily life.

Check this project
Public Portals as a service (PPaaS)

Digital Experience Monitoring (DEM)


 

DEM is a next-generation service for monitoring and observability of the technical platforms that support digital properties. Using the leading monitoring platform (Dynatrace), we monitor hybrid, high-volume and complex architectures and all components and layers of the digital property ecosystem. We cover everything from user devices to proprietary and third-party infrastructure.


DEM allows us to

Continuously detect friction in the user experience.

Monitor digital property service levels in real time and execute mitigation and remediation actions.

Observe key journeys (such as onboarding) of digital properties.

Unify business metrics with technical metrics.

Interaction-Design-Puntos

Puntos app

Integrating the biggest colombian loyalty program App into users daily life.

Check this project
Digital Experience Monitoring (DEM)

Do you want to accelerate your digital experience?