Movistar, the leading company in the telecommunications sector in Spain and with a global presence in 14 countries with almost 300 million customers, embarked on an ambitious project to improve service quality and customer experience. In collaboration with Izo, a company specialized in customer experience management, Movistar implemented an innovative chat and email solution that revolutionized its customer service.

The project began with an exhaustive analysis of the needs and expectations of Movistar customers in terms of customer service through digital channels. Market studies were conducted and feedback was collected from users to better understand their preferences and areas for improvement.

With these insights in mind, the Movistar and Izo team designed a customized solution that integrated chat and email tools into Movistar's mobile applications. This integration allowed customers to communicate more quickly and efficiently with customer service, reducing wait times and improving the quality of interaction.

In addition, the implementation of these chat and email tools allowed Movistar to gather valuable information about the needs and concerns of its customers in real time. This provided the company with a more complete view of the customer experience and allowed it to make more informed decisions to improve its products and services.

Thanks to this innovative solution, Movistar was able to significantly improve the quality of its customer service and the satisfaction of its customers. The collaboration with Izo allowed Movistar to remain at the forefront of innovation in the telecommunications sector and to reaffirm its position as a market leader.