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Stone

Our team spent years building Stone’s customer service and sales platform.

1.800+

agents · Channels

Context

Before wedocode, our team built and evolved the platform used by Stone’s customer service operation, with more than 1,800 operators.

Challenge

Answer customers within 5 seconds and resolve on first contact, at that scale, without losing quality.

What was built

  • Customer service and sales platform for more than 1,800 operators.
  • Predictive analytics tools to support service.
  • Automatic CRM data entry.
  • Call analysis and ticket logging.
  • Personalized satisfaction surveys.

Results

  • Service focused on answering customers within 5 seconds.
  • 95% FCR.
  • Service level of up to 90%.

Next case

PicPayAI-driven pricing

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