{"id":36996,"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-2\/"},"modified":"2025-12-18T16:12:20","modified_gmt":"2025-12-18T16:12:20","slug":"how-whatsapp-business-api-helped-penarol-score-the-perfect-customer-service-goal","status":"publish","type":"messaging_cstories","link":"https:\/\/sinch.com\/pt\/messaging\/customer-stories\/how-whatsapp-business-api-helped-penarol-score-the-perfect-customer-service-goal\/","title":{"rendered":"Como o WhatsApp Business API ajudou o Pe\u00f1arol a atingir a meta perfeita de atendimento ao cliente"},"content":{"rendered":"\n

Sobre o Atl\u00e9tico Clube Pe\u00f1arol<\/h2>\n\n\n\n

Fundado em 1891, Clube Atl\u00e9tico Pe\u00f1arol tem uma hist\u00f3ria \u00fanica no futebol sul-americano. Com dezenas de milhares de torcedores ansiosos pelas informa\u00e7\u00f5es mais recentes sobre seu time favorito, uma comunica\u00e7\u00e3o eficaz com o cliente \u00e9 vital. Mas como o processo pode ser gerenciado com o m\u00ednimo de estresse no call center e, ao mesmo tempo, garantir que os clientes se sintam valorizados?<\/p>\n\n\n\n

Manter os membros atualizados com os jogos, lidar com perguntas frequentes e manter o tipo de n\u00edvel de atendimento ao cliente esperado da rede de suporte de um time de futebol da primeira divis\u00e3o \u00e9 algo com o qual Pe\u00f1arol<\/a> tem lutado nos \u00faltimos anos. Os recursos geralmente diminu\u00edam, especialmente em datas importantes de jogos e, com milhares de membros desejando respostas instant\u00e2neas, as filas do call center ficavam cheias, resultando em f\u00e3s frustados.<\/p>\n\n\n\n

Isbel, Provedora de Comunica\u00e7\u00f5es Pe\u00f1arol, percebeu a necessidade de uma mudan\u00e7a de ritmo.<\/p>\n\n\n\n

“Precis\u00e1vamos melhorar o alcance dos membros, isso estava claro”, explica Pablo Nieto, Gerente de Marketing do Clube Atl\u00e9tico Pe\u00f1arol. “A equipe de atendimento ao cliente na linha de frente ficava frequentemente sobrecarregada. Geralmente respondendo perguntas gerais de suporte simples e facilmente automatiz\u00e1veis. Com a orienta\u00e7\u00e3o de Isbel, a solu\u00e7\u00e3o ficou \u00f3bvia; levar as comunica\u00e7\u00f5es para dispositivos m\u00f3veis e alcan\u00e7ar os clientes na palma de suas m\u00e3os era o caminho a seguir” <\/p>\n\n\n\n

Desafio: Fornecer informa\u00e7\u00f5es sem sobrecarregar os recursos do call center<\/h2>\n\n\n\n

“Nossos f\u00e3s significam tudo para n\u00f3s e oferecer um excelente atendimento ao cliente \u00e9 uma parte importante do relacionamento que temos com eles”, diz Nieto. “Portanto, encontrar um equil\u00edbrio em que pud\u00e9ssemos oferecer respostas instant\u00e2neas \u00e0s perguntas frequentes de uma maneira que atendesse aos f\u00e3s e ajudasse nossa equipe de contact center foi essencial.”<\/p>\n\n\n\n

Isbel come\u00e7ou a pesquisar a melhor maneira de melhorar o atendimento ao cliente, fornecer respostas imediatas e liberar recursos de call center. A miss\u00e3o deles? Encontrar a melhor forma de melhorar a gest\u00e3o da comunica\u00e7\u00e3o com o cliente (CCM).<\/p>\n\n\n\n

O engajamento era importante, ent\u00e3o a familiariedade com a plataforma ou canal escolhido foi fundamental. Precisava ser uma segunda natureza para os usu\u00e1rios. A pesquisa identificou rapidamente o WhatsApp como o canal social mais popular no Uruguai. Era hora de dar o pontap\u00e9 inicial do projeto.<\/p>\n\n\n

\n
\"Image<\/figure>\n<\/div>\n\n\n

Solu\u00e7\u00e3o: atender \u00e0s necessidades do cliente em um canal conhecido: WhatsApp<\/h2>\n\n\n\n

Pe\u00f1arol decidiu que conversar com os f\u00e3s pelo WhatsApp, uma das maiores plataformas de comunica\u00e7\u00e3o do mundo, era a melhor forma de engajar e informar. Como Business Solution Provider (BSP) contratado pela Isbel para fornecer WhatsApp Business API, a Sinch estava perfeitamente posicionada para entrar em a\u00e7\u00e3o e dar o pontap\u00e9 inicial.<\/p>\n\n\n\n

“Integrar a API do WhatsApp Business na plataforma de chatbot da Isbel foi muito f\u00e1cil com o suporte da Sinch”, diz Nieto. “Eles nos deram todo o suporte que precis\u00e1vamos para cadastrar nossos templates de WhatsApp e construir a tecnologia do chatbot, \u00e1rea que n\u00e3o t\u00ednhamos conhecimento pr\u00e9vio.”<\/p>\n\n\n\n

Antecipando as expectativas dos clientes e querendo reduzir ainda mais a carga no call center, a Pe\u00f1arol tamb\u00e9m incorporou um recurso em seu chatbot para alcan\u00e7ar os membros com atualiza\u00e7\u00f5es importantes da conta e atualiza\u00e7\u00e3oes gerais, bem como conte\u00fado personalizado com base no hist\u00f3rico de compras anteriores e novas promo\u00e7\u00f5es que podem ser de interesse.<\/p>\n\n\n\n

Resultados: um impacto positivo nas comunica\u00e7\u00f5es com o cliente <\/h2>\n\n\n\n

O Pe\u00f1arol se orgulha de ser o primeiro clube esportivo do Uruguai a oferecer esse tipo de servi\u00e7o via celular, e n\u00e3o \u00e9 de admirar – foi um verdadeiro sucesso!<\/p>\n\n\n\n

Os tempos de resposta ca\u00edram 78%, as pontua\u00e7\u00f5es de satisfa\u00e7\u00e3o do cliente aumentaram 32% e, com as chamadas recebidas para o call center caindo 36%, o Pe\u00f1arol obteve enormes economias de custo. <\/p>\n\n\n\n

Os funcion\u00e1rios tamb\u00e9m est\u00e3o felizes – a equipe do call center agora tem mais tempo para lidar com casos complexos que precisam do toque humano; Claro, eles est\u00e3o sempre \u00e0 disposi\u00e7\u00e3o para substituir o chatbot se necess\u00e1rio, mas como 96% das intera\u00e7\u00f5es no WhatsApp n\u00e3o precisam de suporte de uma agente ao vivo, est\u00e1 tudo bem.<\/p>\n\n\n\n

O WhatsApp tamb\u00e9m desempenhou um papel na condu\u00e7\u00e3o de uma campanha de vendas antecipada para membros, que garantiu US$ 50.000 em vendas quando as portas do est\u00e1dio foram fechadas devido \u00e0 pandemia.<\/p>\n\n\n

\n
\"Screengrab<\/figure>\n<\/div>\n\n\n

Pe\u00f1arol n\u00e3o poderia estar mais feliz com o resultado desse projeto. Nieto comentou: “o envio de mensagens por meio da API do WhatsApp Business para novos membros teve um impacto muito positivo na satisfa\u00e7\u00e3o do cliente. A conveni\u00eancia e disponibilidade 24 horas por dia, 7 dias por semana do chatbot, juntamente com a familiariedade do canal, foram fundamentais para alcan\u00e7ar nosso p\u00fablico de maneiras que nunca pensamos ser poss\u00edveis.”<\/p>\n","protected":false},"featured_media":36998,"template":"","meta":{"_acf_changed":false},"class_list":["post-36996","messaging_cstories","type-messaging_cstories","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nWhatsApp Business API: Pe\u00f1arol Melhora Atendimento | Sinch<\/title>\n<meta name=\"description\" content=\"Como o WhatsApp Business API revolucionou o atendimento ao cliente do Pe\u00f1arol, reduzindo tempos de resposta e melhorando a satisfa\u00e7\u00e3o do cliente em 32%.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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