Experience in “customer experience”
Raul Rodríguez Founder & CEO raul@custo.tech
PIER1, Plaça Pau Vila 1, Bajos, 08003 Barcelona.
E X P E R I E N C E I N C U S T O M E R E X P E R I E N C E
2024
Customer Tech
W H A T I S C U S T O . T E C H ? E X P E R I E N C E I N C U S T O M E R E X P E R I E N C E E X P E R I E N C E I N C U S T O M E R E X P E R I E N C E E X P E R I E N C E I N C U S T O M E R E X P E R I E N C E
Customer User Worker Company Lead M Loyaltyr Retain Optimize Automate Satisfy Improve W H A T I S C U S T O . T E C H ?
T H E A G E N C Y
From love for customer and digital assistance
After 15 years of experience in d gital and technolog cal assistance in two large multinat onals, our founder decided to open his first startup to fulfill his desire to support brands w th their online and offl ne d gitalization.
2016: We opened a technolog cal support company aimed at small and med um-sized businesses that allowed them to achieve a quality and automation similar to that of multinationals, even without having an internal team
2017: We founded the first digital contact center w th the ab lity to automate and optimize processes with technology always focusing on empowering our agents to increase customer satisfaction and loyalty.
2020: We founded a group of compan es focused on customer exper ence and improving customer journeys w thin brands, with the intention of changing the idea that support is a cost center to a profit center.
04
'
E Y
S J O U R N
Founders Experience E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
W H A T M A K
Technology as a center of the Relationship
Team
Our services are always f exible and focused on pay-per-use. We adapt our support to the needs of the brand and gather a l the necessary training for it. Our operators focus on personalized solutions that are tailored to the specific needs of the clients.
Tech
We are experts in advanced technological solutions that optimize customer interaction. We create a technical layer of intelligence that improves and automates decisions and app y it in the channels that are comfortable for your user.
Training
We specialize in cutting-edge technical platforms and customer experience know edge. We strive to recruit local ta ent to be ambassadors for your brand. We empower you with digital platforms and process automation consult ng.
The Three Ts of CX
05
E
E R E N T ?
S U S D I F F
E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
The Roadmap of Our Digital Proposal
K n o w l e d g e b a s e P a r t n e r s & M u l t i b r a n d S h o p i f y I n t e g r a t i o n
Milestones and Partnerships
06 2016-17 2018-19 2020-21 2022 2023 2024
g
g e n t s
a l o g B u s i n e s s c o n n e c t o r S h a r e p o i n t c l o u d Z e n d e s k c o n n e c t o r
a l l t r a n s c r i p t Q A w i s m o d e f l e c t i o n W i f i 6 M o n d a y c o w o r k G A p p s s u i t e e x p e r t s Q
L
b u i l d i n g N y n S i r t n e w t o r k i n g a l l i a n c e G o o g l e a p p l i a n c e C a m G o r g i a s & o c t 8 n e a d d o n
p i e r 1 y 3 C o w o r k i n
V i s u a l A
& c a t
M W C B o o t h A I & C X I V R c l o u d c o n n e c t e l i t e & s e r v i c e p a r t n e r c
A w i t h A I i n t e l l i g e n c e M k t p l c e s u p p o r t C X G o r g i a s c o n n e c t o r L i v e r e p o r t i n g
e e d
H O W W E H A V E G R O W N ?
E X P E
C E I N C U S T O M E R E X P E R I E N C E
R E N
T H E R E I N V E N T E D
E-commerce and Customer Support Assistance
Our team, strategically trained and located in Barcelona, offers a high-quality service, overcoming language and cultural barriers.
Local agents empowered with our training and technological intelligence.
Total service flexibility, choose the shifts, quantities and even languages needed.
RReal-time reporting and data on what is happening in your brand with our technology.
Agents trained in the technology you use if you need it.
NWe like transparency so we give you real-time visibility of what is happening, from custom pricing to the necessary quality controls.
Our accounts can collect all the necessary training for your brand and train the team of agents in one or two weeks.
Barcelona is an excellent recruitment center for other languages and if you need to open a new market we can help you with natives.
11
Ecommerce outsourcing E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
C A L L C E N T E R
12 T H
V E
T E D C A L L C E N T E R Ecommerce outsourcing E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
E R E I N
N
E A
Tech to improve the experience
We support brands with cutting-edge technological solutions to improve their customer journey.
Customer-centric CRM platforms
Business automation and rules to optimize customer service processes.
Intelligent conversational channels to increase customer satisfaction.
Intelligence to detect and prioritize customer needs.
We support intelligence (not just artificial) to optimize processes with an improved knowledge base. We are a big fan of "self-service".
We are technologically independent, we test it with our teams and if it works, our customers take advantage of it.
Technological stack for the client
13
U
C E
T H
U T O M A T I O N T O S
C
S S
E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
Technological stack for the client
14
T H E A U T O M A T I O N T O S U C C E S S
customer intelligence
E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
S A L E S
Sales campaigns for your leads
Our senior team works on more complex sales projects, specially trained for "outbound".
B2B or wholesale lead support
Outbound campaigns to customers or companies
Customer success and user support
Real-time data panel of what is happening in your brand
Campaign reporting and analysis
It is important to work on conversion from customer service, we favor communication channels with customers to be the first line of sales.
We have account managers with experience in support who can help with projects that require more seniority.
Outbound sales and Leads
15
D C O
I O N
A N
N V E R S
E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
Outbound sales and Leads
16
A N D C O N V E R S I O N
S A L E S
E X P E R E N C E I N C U S T O M E R E X P E R I E N C E
¡ G R A C I A S !
A L F I N A L , L O Ú N I C O
Q U E T E Q U E D A E S L A
E X P E R I E N C I A .
Raul Rodríguez Founder & CEO raul@custo.tech
PIER1, Plaça Pau Vila 1, Bajos, 08003 Barcelona.
