{"id":43181,"date":"2021-06-03T20:58:00","date_gmt":"2021-06-03T20:58:00","guid":{"rendered":"https:\/\/sinchcomdev.local\/customer-stories\/how-whatsapp-business-api-helped-penarol-score-the-perfect-customer-service-goal\/"},"modified":"2025-12-18T16:12:21","modified_gmt":"2025-12-18T16:12:21","slug":"how-whatsapp-business-api-helped-penarol-score-the-perfect-customer-service-goal","status":"publish","type":"messaging_cstories","link":"https:\/\/sinch.com\/es\/messaging\/customer-stories\/how-whatsapp-business-api-helped-penarol-score-the-perfect-customer-service-goal\/","title":{"rendered":"C\u00f3mo WhatsApp Business API ayud\u00f3 a Pe\u00f1arol a lograr el objetivo perfecto de servicio al cliente"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Sobre Club Atl\u00e9tico Pe\u00f1arol<\/h2>\n\n\n\n<p>Fundado en 1891, el Club Atl\u00e9tico Pe\u00f1arol tiene una historia \u00fanica en el panorama futbol\u00edstico sudamericano. Con decenas de miles de fan\u00e1ticos que anhelan la informaci\u00f3n m\u00e1s reciente sobre su equipo favorito, las comunicaciones efectivas con los clientes son vitales. Pero, \u00bfc\u00f3mo se puede gestionar el proceso con un estr\u00e9s m\u00ednimo en el centro de llamadas y garantizar que los clientes se sientan valorados?<\/p>\n\n\n\n<p>Mantener a los miembros actualizados con los partidos, lidiar con las preguntas frecuentes y mantener el tipo de nivel de servicio al cliente que se espera de la red de apoyo de un equipo de f\u00fatbol de primera divisi\u00f3n es algo con lo que Pe\u00f1arol ha luchado en los \u00faltimos a\u00f1os. Los recursos a menudo escaseaban, especialmente en las fechas importantes de los juegos y, con miles de miembros anhelando respuestas instant\u00e1neas, las colas del centro de llamadas se acumulaban, lo que resultaba en fan\u00e1ticos frustrados.<\/p>\n\n\n\n<p>Isbel, el proveedor de comunicaciones de Pe\u00f1arol, se dio cuenta de la necesidad de un cambio de ritmo.<\/p>\n\n\n\n<p>\u201cNecesit\u00e1bamos mejorar el alcance de los socios, eso estaba claro\u201d, explica Pablo Nieto, Gerente de Marketing de Pe\u00f1arol Athletic Club. \u201cEl equipo de servicio al cliente en primera l\u00ednea estaba frecuentemente sobrecargado. A menudo respondiendo preguntas de soporte general simples y f\u00e1cilmente automatizables. Con la gu\u00eda de Isbel, la soluci\u00f3n qued\u00f3 clara; llevar las comunicaciones m\u00f3viles y llegar a los clientes directamente en la palma de sus manos era el camino a seguir\u201d. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Desaf\u00edo: Brindar informaci\u00f3n sin sobrecargar los recursos del Call Center <\/h2>\n\n\n\n<p>\u201cNuestros fan\u00e1ticos significan todo para nosotros y brindar un excelente servicio al cliente es una parte importante de la relaci\u00f3n que tenemos con ellos\u201d, dice Nieto. \u201cPor lo tanto, fue esencial encontrar un equilibrio en el que pudi\u00e9ramos ofrecer respuestas instant\u00e1neas a las preguntas frecuentes de una manera que se adaptara a los fan\u00e1ticos y ayudara a nuestro equipo del centro de contacto\u201d.<\/p>\n\n\n\n<p>Isbel comenz\u00f3 a investigar la mejor manera de mejorar el servicio al cliente, brindar respuestas inmediatas y liberar recursos del Call Center \u00bfSu misi\u00f3n? Encuentrar la mejor manera de mejorar la gesti\u00f3n de la comunicaci\u00f3n con el cliente (CCM). <\/p>\n\n\n\n<p>El engagement era importante, por lo que la familiaridad con la plataforma o el canal elegido era clave. Ten\u00eda que ser una segunda naturaleza para los usuarios. La investigaci\u00f3n identific\u00f3 r\u00e1pidamente a WhatsApp como el canal social m\u00e1s popular en Uruguay. Era el momento de poner en marcha el proyecto.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" class=\"wp-image-17177\" width=\"1220\" height=\"816\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/cover-penarol.jpg\" alt=\"Image showing the Pe\u00f1arol WhatsApp solution in use\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/cover-penarol.jpg 1220w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/cover-penarol-300x201.jpg 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/cover-penarol-1024x685.jpg 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/cover-penarol-768x514.jpg 768w\" sizes=\"(max-width: 1220px) 100vw, 1220px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Soluci\u00f3n: Satisfacer las necesidades del cliente en un canal familiar: WhatsApp <\/h2>\n\n\n\n<p>Pe\u00f1arol decidi\u00f3 que conversar con los fan\u00e1ticos a trav\u00e9s de WhatsApp, una de las plataformas de comunicaci\u00f3n m\u00e1s grandes del mundo, era la mejor manera de interactuar e informar. Como proveedor de soluciones comerciales (BSP) contratado por Isbel para proporcionar la API comercial de WhatsApp, Sinch estaba en la posici\u00f3n perfecta para participar y poner las cosas en marcha.<\/p>\n\n\n\n<p>\u201cIntegrar la API de WhatsApp Business en la plataforma de chatbot de Isbel fue pan comido con el apoyo de Sinch\u201d, dice Nieto. \u201cNos dieron todo el apoyo que necesit\u00e1bamos para registrar nuestras plantillas de WhatsApp y construir la tecnolog\u00eda de chatbot, un \u00e1rea en la que no ten\u00edamos conocimiento previo\u201d.<\/p>\n\n\n\n<p>Anticip\u00e1ndose a las expectativas de los clientes y deseoso de reducir a\u00fan m\u00e1s la carga en el Call Center, Pe\u00f1arol tambi\u00e9n incorpor\u00f3 una funci\u00f3n en su chatbot para llegar a los miembros con actualizaciones importantes de la cuenta y actualizaciones generales, as\u00ed como contenido personalizado basado en el historial de compras anteriores y nuevas promociones que podr\u00edan ser de inter\u00e9s.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Resultados: un impacto positivo en las comunicaciones con los clientes<\/h2>\n\n\n\n<p>Pe\u00f1arol se enorgullece de ser el primer club deportivo de Uruguay en ofrecer este tipo de servicio a trav\u00e9s del m\u00f3vil, y no es de extra\u00f1ar, \u00a1ha sido un verdadero \u00e9xito!<\/p>\n\n\n\n<p>Los tiempos de respuesta se redujeron en un 78 %, los puntajes de satisfacci\u00f3n del cliente aumentaron en un 32 % y las llamadas entrantes al Call Center se redujeron en un 36 %, Pe\u00f1arol ha disfrutado de ahorros masivos en costos.<\/p>\n\n\n\n<p>Los empleados tambi\u00e9n est\u00e1n contentos: el equipo del Call Center ahora tiene m\u00e1s tiempo para tratar casos complejos que necesitan un toque humano; por supuesto, siempre est\u00e1n disponibles para tomar el relevo del chatbot si es necesario, pero como el 96 % de las interacciones de WhatsApp no necesitan soporte de un agente en vivo, todo est\u00e1 bien.<\/p>\n\n\n\n<p>WhatsApp tambi\u00e9n desempe\u00f1\u00f3 um papel en la conducci\u00f3n de una campa\u00f1a de venta anticipada de membres\u00edas que asegur\u00f3 $50,000 USD en ventas cuando las puertas del estadio se cerraron debido a la pandemia.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" class=\"wp-image-17178\" width=\"999\" height=\"841\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/WhatsAppScreenshot3.png\" alt=\"Screengrab showing the Pe\u00f1arol WhatsApp solution in use\"\/><\/figure>\n\n\n\n<p>Pe\u00f1arol no podr\u00eda estar m\u00e1s feliz con el resultado de este proyecto. Nieto coment\u00f3, \u201cel env\u00edo de mensajes a trav\u00e9s de la API de WhatsApp Business a nuestros miembros ha tenido un impacto muy positivo en la satisfacci\u00f3n del cliente. La conveniencia y disponibilidad 24\/7 del chatbot, junto con la familiaridad del canal m\u00f3vil, ha sido clave para llegar a nuestra audiencia de formas que nunca cre\u00edmos posibles\u201d.<\/p>\n","protected":false},"featured_media":43183,"template":"","meta":{"_acf_changed":false},"class_list":["post-43181","messaging_cstories","type-messaging_cstories","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pe\u00f1arol: C\u00f3mo WhatsApp Mejor\u00f3 su Atenci\u00f3n al Cliente | Sinch<\/title>\n<meta name=\"description\" content=\"With thousands of fans craving information on their favorite team, communication is vital. 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