{"id":40096,"date":"2023-01-30T11:00:04","date_gmt":"2023-01-30T14:00:04","guid":{"rendered":"https:\/\/insurancecorp.com.br\/pt\/?p=40096"},"modified":"2023-01-30T11:06:10","modified_gmt":"2023-01-30T14:06:10","slug":"europ-assistance-brasil-lanca-o-care-seu-sistema-omnichannel-de-atendimento","status":"publish","type":"post","link":"https:\/\/insurancecorp.com.br\/pt\/2023\/01\/30\/europ-assistance-brasil-lanca-o-care-seu-sistema-omnichannel-de-atendimento\/","title":{"rendered":"Europ Assistance Brasil lan\u00e7a o \u2018CARE\u2019, seu sistema omnichannel de atendimento"},"content":{"rendered":"<p>A Europ Assistance Brasil (EABR) \u2013 uma das maiores empresas de assist\u00eancia e seguro viagem do pa\u00eds \u2013 anunciou o lan\u00e7amento do CARE (\u2018cuidado\u2019, em portugu\u00eas), um sistema omnichannel que otimiza os servi\u00e7os e traz mais efici\u00eancia com a integra\u00e7\u00e3o de todos os canais para melhor atender aos clientes.<\/p>\n<p>O novo sistema est\u00e1 em constante evolu\u00e7\u00e3o e j\u00e1 \u00e9 poss\u00edvel notar maior agilidade em todo o processo porque permite o envio de mensagens autom\u00e1ticas; atendimentos m\u00faltiplos; respostas mais r\u00e1pidas; a cria\u00e7\u00e3o de fluxos relacionais e informativos 24h por dia; al\u00e9m da coloca\u00e7\u00e3o de um menu de op\u00e7\u00f5es e a automa\u00e7\u00e3o do envio de respostas conforme o processo de atendimento.<\/p>\n<p><strong>O CARE<\/strong> \u2013 que veio sendo implantado na companhia ao longo dos \u00faltimos meses \u2013 gerou tamb\u00e9m novos modelos de atendimentos. Hoje a companhia atende atrav\u00e9s do WhatsApp; por web app e da EVA, a assistente virtual que interage e soluciona d\u00favidas dos clientes, de forma leve e agrad\u00e1vel.<\/p>\n<p>Mesmo assim, a empresa ainda recebe cerca de 220 mil liga\u00e7\u00f5es por m\u00eas. \u201cApesar de ainda ser um volume expressivo, j\u00e1 percebemos que, em algumas linhas de neg\u00f3cio, 45% das chamadas passaram a ser feitas atrav\u00e9s de canais digitais, o que trouxe melhorias significativas na qualidade do atendimento, gerando aumento no nosso NPS\u201d, afirma Fernanda Carvalho, diretora de tecnologia da Europ Assistance Brasil.<\/p>\n<p>De acordo com a executiva, a companhia atravessa um novo momento de digitaliza\u00e7\u00e3o dos canais, buscando oferecer mais conforto e confian\u00e7a ao cliente durante sua jornada. \u201cPassamos por um processo de transforma\u00e7\u00e3o muito grande nos \u00faltimos 12 meses. Sa\u00edmos de um sistema legado para um CRM e isso mudou muito a qualidade de atendimento\u201d.<\/p>\n<p>Todo esse processo de transforma\u00e7\u00e3o come\u00e7ou ainda durante a pandemia, quando todo o setor de assist\u00eancia enfrentou sua maior crise com a falta de m\u00e3o de obra especializada, alta na infla\u00e7\u00e3o e nos pre\u00e7os dos combust\u00edveis. A partir da\u00ed, a empresa promoveu uma s\u00e9rie de mudan\u00e7as em seus processos operacionais, envolvendo o estreitamento das rela\u00e7\u00f5es com os prestadores e a revis\u00e3o de todos os processos em busca de maior agilidade e qualidade no atendimento.<\/p>\n<p><a href=\"https:\/\/insurancecorp.com.br\/pt\/2023\/01\/30\/europ-assistance-brasil-lanca-o-care-seu-sistema-omnichannel-de-atendimento\/\">\u201cN\u00f3s temos muito orgulho da evolu\u00e7\u00e3o do nosso novo sistema operacional, onde o foco \u00e9 100% o cliente, de forma a facilitar a sua vida e jornada. O CARE demonstra na pr\u00e1tica a nova forma de trabalhar da Europ Assistance, que \u00e9 focada na melhoria cont\u00ednua, ou seja, cada dia que n\u00f3s trabalhamos, focamos em fazer melhor, para atender melhor\u201d, disse o CEO Newton Queiroz.<\/a><\/p>\n<p>O executivo lembrou ainda que, em breve, novos servi\u00e7os e produtos ser\u00e3o implantados na nova plataforma, para que a experi\u00eancia do cliente seja muito mais f\u00e1cil e assertiva. \u201c\u00c9 importante destacar que a digitaliza\u00e7\u00e3o n\u00e3o significa matar os canais tradicionais, mas as empresas, especialmente aquelas que atendem 24h, precisam revisitar seus processos e integrar canais de atendimento que facilitem e ampliem a comunica\u00e7\u00e3o com o cliente\u201d, concluiu.<\/p>\n<p><strong>Ag\u00eancia Pauta Vip<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A Europ Assistance Brasil (EABR) \u2013 uma das maiores empresas de assist\u00eancia e seguro viagem do pa\u00eds \u2013 anunciou o lan\u00e7amento do CARE (\u2018cuidado\u2019, em portugu\u00eas), um sistema omnichannel que otimiza os servi\u00e7os e traz mais efici\u00eancia com a integra\u00e7\u00e3o de todos os canais para melhor atender aos clientes. O novo sistema est\u00e1 em constante [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":40097,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_hide_featured_image":false,"_jetpack_featured_image_duplicate_dismissed":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4279],"tags":[767,6772,1534,5013,6773],"class_list":["post-40096","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-europ-assistance-brasil","tag-atendimento","tag-care","tag-europ-assistance-brasil","tag-lanca","tag-sistema-omnichannel"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Europ Assistance Brasil lan\u00e7a o \u2018CARE\u2019, seu sistema omnichannel de atendimento | Revista Insurance Corp | PT-BR<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insurancecorp.com.br\/pt\/2023\/01\/30\/europ-assistance-brasil-lanca-o-care-seu-sistema-omnichannel-de-atendimento\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Europ Assistance Brasil lan\u00e7a o \u2018CARE\u2019, seu sistema omnichannel de atendimento | Revista Insurance Corp | PT-BR\" \/>\n<meta property=\"og:description\" content=\"A Europ Assistance Brasil (EABR) \u2013 uma das maiores empresas de assist\u00eancia e seguro viagem do pa\u00eds \u2013 anunciou o lan\u00e7amento do CARE (\u2018cuidado\u2019, em portugu\u00eas), um sistema omnichannel que otimiza os servi\u00e7os e traz mais efici\u00eancia com a integra\u00e7\u00e3o de todos os canais para melhor atender aos clientes. 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