iCustomer is chosen by Nivea customer service via SAC 3.0

 

iCustomer, a company of the Plusoft Group specialized in digital strategies, announces the achievement of customer service 3.0 from Nivea, a brand of Beiersdorf, a world leader in skin care. The SAC 3.0 service expands the existing partnership between the two companies since 2013 and enables greater integration into NIVEA's current relationship system with consumers, in addition to allowing more agility, efficiency and personalization in the interaction with customers.
 
The new service implemented by iCustomer offers monitoring, analysis and service on social networks through search in all the brand's communication channels, crossing information with Nivea's CRM and providing the consumer with an extremely personalized service. “We are always looking for new ways to relate and be close to our consumers. Therefore, with the iCustomer tool, we want to generate greater engagement with our audience through social networks, creating more proximity and personalizing our services”, says Ligia Annunziato, Marketing Manager at Nivea.
 
 For the implementation of the service, the iCustomer team made an immersion in the company to know the guidelines and objectives of the brand, in order to improve and personalize even more the service process and relationship with consumers on social networks, using technology to better understand the behavior of the most diverse generations of Nivea consumers. “It is necessary to qualify and train the entire team, understand the briefing and expectations, and define the correct and precise strategy”, emphasizes Bruno Alves, Director of iCustomer.
 
One of the great differentials of SAC 3.0 is the possibility for the company to act on social networks with a 360º view of the consumer, being able to relate to him in a personalized way, taking into account other interactions that that particular customer has already had with the company in other channels, as well as general data on your social media presence. “We wanted a single voice in all forms and channels of contact with Nivea, ensuring a single relationship base. As we already worked with Plusoft with the CRM solution and for the creation of our application, we expanded the partnership and unified all the tools”, says Ligia.
 
In addition to assisting in the positioning of the brand on social networks, the iCustomer solution allows the generation of information and visions that expand the company's competitive advantage, identifying potential crises. “The service stores all posts in a database and, through the use of artificial intelligence processes, it manages to anticipate possible crises and optimize service through a better understanding of the profile that is talking to the brand”, explains Alves.