Case Studies

How Getnet improved CSAT to over 85% in under a year

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Getnet, a global leader in digital and physical payment solutions, offers a complete ecosystem of products and services including card machines, loans, and e-commerce solutions such as payment links and WhatsApp payments.

As Getnet has grown over the years, their customer support model has evolved as well, in large part because the channels their customers prefer using have shifted away from traditional email and phone support toward digital technology.

Here’s a look at their work with A5 Solutions and LivePerson to support this digital business transformation. 

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From startup to global leader: An exceptional customer service evolution

Getnet was founded in 2003 as a startup and has grown significantly since then, expanding their operations and partnering with Santander, one of the largest banking institutions in the world. Today, Getnet is a part of PagoNxt, the Santander group’s payment hub. 

As part of Getnet’s ongoing digital business transformation, they have been working with a partner, A5 Solutions, which designs and executes unified communications and contact center solutions. The goal: to uplevel Getnet’s digital channels. Specifically, the Getnet team wanted to enhance their WhatsApp integration with automations to improve the customer experience as well as increase overall efficiency for the customer service team.

After understanding Getnet’s operational challenges and customer lifecycle journey, A5 recommended a solution with deep digital support expertise: LivePerson.

“We wanted to provide a fluid end-to-end digital journey for customers, with automations for efficiency — but also the option to involve an agent when the human touch is needed. LivePerson’s Conversational Cloud® platform was perfect for this approach.”

~ Nelson Guerra, Superintendent of Operations at Getnet

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The challenge: Negative NPS and limited in-house technical bandwidth

Though the majority of Getnet’s customer service was conducted on voice channels, this was not a sustainable or effective approach — Net Promoter Scores (NPS) were in the negatives across the board. And besides being an expensive channel to support, voice is not as versatile as digital channels when it comes to good customer service. For example, it is not possible to share rich content, share files and audio, or allow customers to keep a record or transcript of the conversation.

But identifying the need for a more digitally focused customer service strategy was just the first step. To be successful, the solution would have to also be user-friendly and easy to set up (and modify) with minimal technical support from internal development teams.

“One of our major goals was to reduce costs associated with traditional channels such as voice and DAC (direct agent calls). LivePerson made that transition easy. We migrated over in just 20 days and started seeing results, all without burdening our development team.”

~ Nelson Guerra, Operations Superintendent at Getnet

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Solution: A digital transformation strategy with a multi-pronged approach to efficiency

Using LivePerson’s Conversational Cloud platform, Getnet implemented a new and improved digital customer service strategy that increased efficiency in multiple ways.

Conversation shifting to WhatsApp

Getnet’s first order of their digital business transformation was shifting conversations to WhatsApp (a form of call deflection). In other words, they give customers the option to choose the channel they prefer when they call Getnet’s contact center.

Not only does WhatsApp messaging empower customer service professionals to handle more conversations, it also offers a richer customer journey by allowing agents to share helpful content such as videos and links in real time.

Virtual assistant

With the aim of improving the digital self-service experience, Getnet also implemented a virtual assistant on WhatsApp that can guide potential and existing customers directly to specific areas within the Getnet app.

With this new self-service option, Getnet now has a support channel that’s available 24 hours a day, 365 days a year, increasing both autonomy for customers and operational efficiency.

Bot parking for inactive conversations

Unlike voice calls, messaging conversations start and stop frequently — customers may leave the chat window or step away briefly with the intent of coming back to the conversation. 

Instead of customer service representatives having to wait around (not a good use of their time) or customers being disconnected due to inactivity (not a good customer experience), LivePerson allows agents to initiate new interactions during these inactive periods. Open but inactive conversations are moved to the bot parking lot during this time.

This shift from a synchronous to asynchronous customer service team has opened up new efficiencies such as reduced idle time and wait times, and also improved customer satisfaction.

Summaries for the customer service team

Getnet’s digital business transformation also embraced summarizing customer interactions with the bots, so a customer service rep has all the information needed to seamlessly continue a conversation. This makes it easier for agents to quickly catch up on who the customer is, allowing for a true omnichannel customer experience — knowing who the customer is, regardless of the channel used.

PID (process ID) inclusion

Getnet has 49 service categories that require customers to pass identification so that agents know they’re talking to the correct person. With LivePerson, instead of having to manually identify customers, agents can send them a link to a secure form.

The customer simply fills out the form to complete the identification process (for added security, data is not stored).

AI-powered intent recognition

Getnet was facing substantial challenges on its digital channels, especially when it came to understanding intent for essential services such as debt negotiation and maintenance. Previously, NPS was negative for these services’ menus, which reflected the poor digital experience.

The team used LivePerson’s Intent Manager (intent recognition tools) to analyze hundreds of customer interactions, uncovering opportunities to enhance menu performance. Each interaction became a chance to refine and optimize the service bot’s responses, ensuring greater accuracy and relevance to customer needs.

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Results and outcomes of the digital business transformation

As of July 2024, Getnet’s Curation team has designed 17 bot automations using LivePerson to support 84 service groups and 300 human agents in the customer service team — the result of a migration from the team’s previous platform that took just 20 days.

Over the course of 11 months, Getnet’s digital channel customer service skills have also grown significantly. Digital now makes up 74% of the company’s support conversations while traditional voice channels have dropped down to 26%.

One of the most notable improvements in performance is reflected in Getnet’s customer satisfaction (CSAT) score, increasing from 45.91 (with the previous provider) to the mid-80s (with LivePerson) — a difference of over 85%.

But perhaps the most dramatic change during the digital business transformation was in Getnet’s NPS metrics, which are measured separately by support menu. Many menus had negative NPS and experienced noticeable improvements after introducing LivePerson — rising 78 points on average.

“Moving to LivePerson’s Conversational Cloud platform has positively impacted many areas of the business, from CSAT and NPS to overall agent productivity — and we’ve only just scratched the surface.”

~ Mariano Teixeira, Executive Superintendent of Customer Service at Getnet

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Continuing to level up support with LivePerson’s conversational AI

Based on the benefits the team has seen, Getnet has built a robust AI-focused roadmap of ongoing initiatives, such as LivePerson’s CoPilot (AI agent assist tools) to summarize conversations, assist agents with crafting responses, and suggest articles based on contextual clues. Getnet also has plans to use LivePerson’s AI-powered Intent Manager to analyze customer intent in real time, reduce navigational friction points, and speed up resolution times even further. Additionally, the team is exploring new capabilities for customer’s preferred channels through its strategic partnership with Meta Business.

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