“ Instead , we have an omnichannel customer service offering supported by our own proprietary chat bot that allows us to optimise our service and increase customer satisfaction .” As a result , Tuenti Ecuador has been recognised as having the best digital customer service record in the market , reaching 72 % of NPS ( Net Promoted Score ), Internally , the company has achieved a 60 % level of automation regarding customer service .
Agility and innovation are impossible , however , without deep , meaningful understanding of the target market . Súarez Napolitano prides his team on being young , diverse and creative . “ Meeting and exceeding the goals of our business plan has been due to the amazing work of our team ,” he says . “ To create this team , we sought to integrate a diverse mixture of talents , incorporate a large percentage of millennials into the company , hire people with experience inside and outside the telco sector , as well as people from different geographies of the country , and ensure an even mix of genders .” This small and diverse team has been essential to Tuenti Ecuador adopting a successful digital strategy , with the agility to evolve and
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