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SERVICE OPERATIONS

Managing customer experience with hybrid, self-service solutions

Web-Solution-verde

Digital Experience Center for People


A public portal section offering self-service and assisted support for users. It uses support content for self-service resolution, reducing pressure on assisted channels, and is useful for digital advisors, ensuring consistent information.

 

What can be achieved with this service?

Help Portal: Access to knowledge base and assistance tools.

Chatbot: Intelligent conversational interface providing content to users on platforms like WhatsApp.

Content Desk: Writing team creating articles for the portal or advisors.

Assisted Support: High-level advisors provide assistance on the portal or social networks.

Interaction-Design-Puntos

Puntos app

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

Check this project
Digital Experience Monitoring

Digital Experience Center for Companies


A hybrid and multimodal platform for B2B clients, providing personalized and continuous support. It includes account executives with access to support areas, allowing interaction logging and audits.

 

What can be achieved with this service?

Enhance Transactional Capabilities: Integrate the service within the app or transactional portal.

Use of Diverse Tools without Additional Channels: Multimodal communication with documents and digital signatures.

Continuous Interaction Logging: Facilitates audits and follow-ups through a persistent platform.

Create the brand and communication, with a digital and service approach.

Design the services and channels that develop the business model.

Interaction-Design-Puntos

Puntos app

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

Check this project
Digital Center

Public Portals as a service (PPaaS) 


Comprehensive digital property management with a DXP and a permanent design cell. Includes a headless CMS and technical/design setup to optimize user and visual experiences.

Advanced content management and avoid unwanted interface alterations, thanks to a Headless CMS that separates the presentation layer (user interface) from the content layer.

Simultaneously use and update the same content in multiple digital properties.

Implement journeys to enhance the user experience without coding.

Delegate platform configuration, user management, functional and technical support, user interface coding, development of integrations and advanced journeys, among other activities.

Design the public portal offering, experience (CX/UX), interface (UI) and design system that works for multiple digital properties.

Create and enhance content for the public portal and all digital properties.

Interaction-Design-Puntos

Puntos app

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

Check this project
Public

User community management


Design and moderation of communities where users share content. Allows self-managed support and innovation ideas through mixed content, managed by a specialized team.

Self-Managed Support and Idea Generation: Content created by the brand and users.

Credibility without Commercial Bias: Open and neutral for increased user trust.

Onboarding and Moderation: Comprehensive management including engagement activities.

They are led by a cell with a moderator, a technical platform manager, an engagement specialist, product specialists and CX, UX and UI designers.

Interaction-Design-Puntos

Puntos app

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

Check this project
User Comunity-1

Digital Experience Monitoring (DEM)


A service to monitor and observe technical platforms via Dynatrace, covering complex architectures and user devices. Enables friction detection and real-time monitoring of service levels.

User Experience Friction Detection: Enhances usability by detecting issues.

Real-Time Service Level Monitoring: Rapid resolution for issues.

Key Journey Observation: Analyzes experiences like onboarding.

Unified Business and Technical Metrics: Combines data for a comprehensive view.

Interaction-Design-Puntos

Puntos app

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

Check this project
Digital Experience Monitoring-1