Create moments
of conquest

The search for efficiency in service time is the best friend of customer satisfaction.

“The XP Inc. has the DNA of helping people transform their relationship with money through access to high-quality financial services, advanced technology, and financial education, but…

this is only feasible with a high-quality customer service. And the perception of quality is increasingly related to service time. What was once just a performance indicator has become a relevant quality indicator: we are talking about average handling time or average treatment time. Customers usually value speed and efficiency in service, and a shorter waiting time can increase satisfaction and perception of service quality.

The story of the conquest of this project begins with a very clear vision of purpose. When the company culture runs through people’s veins, they perceive opportunities everywhere. And that’s how Luana realized she could positively impact the AHT indicator by using Weduka’s page builder to recreate documents used during XP and Rico’s customer service. The initiative resulted in a 32-second reduction per access compared to the previous model.

The project brought gains for customers but also for XP Inc. people, with lots of positive feedback about the usefulness of the new documents and became the winning case of the 3rd edition of the Weduka-x Award, a story we are very proud to tell!”