Qonnection
We are pioneers in the integration of physical and virtual channels of governments...
We offer a comprehensive service to citizens, keeping them informed and updated about their responsibilities with government entities. In addition, we offer them the opportunity to consult and resolve their queries regarding procedures and services in an efficient and timely manner through the fusion of technological tools, communication channels and a highly trained team.
We have an omnichannel approach, involving the availability of multiple services such as:
Persuasive Management for Collection and Pedagogy
Facilitates proactive initiatives to contact citizens through personalized campaigns that inform them about transit and government obligations.
Citizen Service for Inbound Calls
This service allows citizens to make inquiries and receive guidance on requests, procedures and services.
Personalized Physical Attention
We offer a personal attention service at physical locations, designed to guide citizens during their experience, facilitating and optimizing the completion of their procedures.
Service Management Technology
We have telecommunications and CRM platforms that centralize citizen information, manage services, ensure traceability and collect data from transit entities and direct contacts.
Integration with CIVii WhatsApp
The project connects citizens with transit entities via WhatsApp, integrating the virtual assistant CIVii. CIVii is expected to handle 80% of the interactions, leaving 20% to human advisors through the same channel.
Satisfaction Survey
We evaluate citizen experience on the phone line and at our offices, monitoring the performance of advisors and the interactive voice response system to ensure quality service.
Our personalized service is integrated with the Collection Management Strategy, allowing us to achieve more efficient and satisfactory results
With the integration of these services, we facilitate personalized communication between the entity and citizens, achieving the efficient delivery of information with the support of automated management through alternate channels, and with timely communication, we make it easier for people to keep up with their transit and government obligations.