The omnichannel strategy is based on data analysis and will give KIA a deeper insight into its clients in Mexico, where it wants to become the fourth largest car maker by the end of this year.
“This solution will include the entire customer life cycle and maximizes the benefits of digitalization applied to customer service through a wide range of online and offline channels,” Atento stated in a press release.
As part of the agreement, Atento will automate KIA’s customer relationship management process, helping the auto company gain greater efficiency and improved results in acquiring, managing, and retaining customers.
Originally, KIA’s customer service was limited to traditional telephone services and the use of email. However, it soon realized that over half of its customers prefer to interact through new digital channels.
Once Atento took up the task, it started managing 40% of KIA’s customer relations through email, chat, and social networks, achieving reductions of up to one third in wait times.
“Customers, who are increasingly digital, make their purchase decision based on the vehicle’s quality and performance, but they also take into account the way in which automobile companies answer their questions before, during, and after the sale,” said Atento.
Headquartered in Seoul, Kia Motors is South Korea’s second-largest automobile manufacturer after Hyundai Motor Company. It runs a large manufacturing plant in the Mexican state of Nuevo León.