"The era of selling objects is gone. Now, we sell experiences. Why should we take a different approach to something so intrinsic to the customer experience as customer support?"
- Suzana Bueno
Customer Happiness Leader āļāļĩāđ Movile
1,400+
Employees
15+
Brands Supported
Brazil
Headquartered in
2015
Customer Since
People before technology. Thatâs the mantra driving Movile, the leader in mobile content and commerce platforms in Latin America, to create apps that improve its usersâ livesâwhether itâs an app that allows you to order food, listen to music, or join your kids in a mobile game.
The same goes for Movileâs customer support. âThe customer experience needs to be designed,â said Suzana Bueno, Movileâs Customer Happiness Leader. âIt needs to be thoroughly analyzed and iterated, and to become one within the whole of the company, helping all other areas deliver their best.â
Buenoâs team of fewer than 10 agents services millions of clients with Zendesk Support. The team has created their own SDK for embedded support in their mobile apps, and are âheavy usersâ of the mobile API, support analytics, and the Multibrand feature, which they use to provide support across more than 15 brands.
âWe lasted less than a month with email-only support,â Bueno admitted. âWeâve been with Zendesk ever since and have expanded use to include other businesses in our group.â