{"id":33245,"date":"2021-03-31T14:13:00","date_gmt":"2021-03-31T14:13:00","guid":{"rendered":"http:\/\/patrocinados.estadao.com.br\/medialab\/agenciacomunicacao\/prnewswire\/prnewseconomia\/pr-newswire-economia-e-negocios-crescimento-do-e-commerce-impulsiona-setor-de-contact-center\/"},"modified":"2021-03-31T14:13:00","modified_gmt":"2021-03-31T14:13:00","slug":"pr-newswire-economia-e-negocios-crescimento-do-e-commerce-impulsiona-setor-de-contact-center","status":"publish","type":"post","link":"https:\/\/bluestudio.estadao.com.br\/agencia-de-comunicacao\/prnewswire\/prnewseconomia\/pr-newswire-economia-e-negocios-crescimento-do-e-commerce-impulsiona-setor-de-contact-center\/","title":{"rendered":"PR NEWSWIRE &#8211; ECONOMIA E NEG\u00d3CIOS :: Crescimento do e-commerce impulsiona setor de contact center"},"content":{"rendered":"<div class=\"xn-newslines\">\n<h1 class=\"xn-hedline\">Crescimento do e-commerce impulsiona setor de contact center<\/h1>\n<h2 class=\"xn-hedline\">Neg\u00f3cios da Kainos, startup do mercado de atendimento, crescem 25% em 2020, impulsionados pela expans\u00e3o das vendas online<\/h2>\n<p class=\"xn-distributor\">PR Newswire<\/p>\n<p class=\"xn-dateline\">S\u00c3O PAULO, 31 de mar\u00e7o de 2021<\/p>\n<\/div>\n<div class=\"xn-content\">\nS\u00c3O PAULO, 31 de mar\u00e7o de 2021 \/PRNewswire\/ &#8212; O crescimento do e-commerce no Brasil, impulsionado pelas pol\u00edticas de isolamento social e fechamento do com\u00e9rcio, ajudaram a alavancar o mercado de contact center. A Kainos, startup especializada no setor de atendimento, revela que seus neg\u00f3cios aumentaram 25% em 2020. A alta est\u00e1 diretamente relacionada \u00e0s vendas online, que cresceram 52%, segundo levantamento divulgado pela BIP, consultoria internacional.<\/p>\n<div class=\"PRN_ImbeddedAssetReference\" id=\"DivAssetPlaceHolder1\">\n<a href=\"https:\/\/mma.prnewswire.com\/media\/1478742\/KAINOS__logo_jpg.html\" target=\"_blank\" rel=\"noopener\">  <img decoding=\"async\" src=\"https:\/\/mma.prnewswire.com\/media\/1478742\/KAINOS__logo_jpg.jpg\" alt=\"\" \/><\/a>\n <\/p>\n<\/p><\/div>\n<p>Empresa respons\u00e1vel pelo atendimento de empresas como LG e <span class=\"xn-person\">Leroy Merlin<\/span>, a Kainos destaca que precisou contratar 250 novos colaboradores em 2020 para atender \u00e0 nova demanda. Solu\u00e7\u00f5es de IA (Intelig\u00eancia Artificial),\u00a0 BOTs e Agentes Virtuais, se destacaram no per\u00edodo, com expans\u00e3o de 45%, enquanto os servi\u00e7os de atendimento por meio de voz humana subiram 22%.<\/p>\n<p>O crescimento repentino na demanda de atendimento motivou a Kainos a adquirir, com urg\u00eancia, mais de 350 computadores para agentes de opera\u00e7\u00f5es rec\u00e9m-contratados. Os esfor\u00e7os de adapta\u00e7\u00e3o tamb\u00e9m inclu\u00edram treinamentos para a capacita\u00e7\u00e3o dos novos colaboradores. Apesar da intensa transforma\u00e7\u00e3o interna, a empresa conseguiu gerenciar as mudan\u00e7as e manteve a qualidade no atendimento mesmo diante do aumento dos servi\u00e7os.<\/p>\n<p>Com restri\u00e7\u00f5es para sair de casa, desde mar\u00e7o de 2020, os brasileiros precisaram recorrer \u00e0s centrais de atendimento para fazer reclama\u00e7\u00f5es, pedidos de trocas e solicita\u00e7\u00f5es de suporte t\u00e9cnico.\u00a0 Com isso, as empresas tiveram de ampliar os servi\u00e7os de atendimento ao consumidor. Segundo a Kainos, al\u00e9m de amplia\u00e7\u00e3o de contratos, a empresa conquistou sete novos clientes no per\u00edodo. <\/p>\n<p>Antoine Faugeres, diretor de experi\u00eancia do cliente na Kainos, destaca que o isolamento social acabou acelerando um modelo de relacionamento entre o varejo e consumidores, que n\u00e3o \u00e9 presencial. &#8220;Muitas pessoas querem negociar pre\u00e7os e condi\u00e7\u00f5es de compra, al\u00e9m de solicita\u00e7\u00f5es de servi\u00e7os, como trocas. Nesse caso, a comunica\u00e7\u00e3o deve ser ainda mais assertiva, sobretudo, nos contatos pelo\u00a0WhatsApp&#8221;, diz o executivo.<\/p>\n<p><b>Sobre a Kainos<br \/><\/b>Nascida em S\u00e3o Paulo, em mar\u00e7o de 2013, a Kainos \u00e9 uma empresa de solu\u00e7\u00f5es, perfil boutique, que oferece servi\u00e7os de atendimento. Com sede em S\u00e3o Paulo, hoje a empresa tem cinco sites operacionais distribu\u00eddos pelo Brasil: em <span class=\"xn-location\">Porto Alegre<\/span>, <span class=\"xn-location\">Salvador<\/span>, Palmas e Taubat\u00e9, empregando mais de mil colaboradores no corpo do neg\u00f3cio. <\/p>\n<p>A empresa conta com diversas premia\u00e7\u00f5es: em 2019 e 2020 ganhou o pr\u00eamio da Best Performance de excel\u00eancia em SAC e Ouvidoria, ganhou o pr\u00eamio\u00a0 Cliente S\/A de Melhor opera\u00e7\u00e3o Omnichannel e em 2020 ganhou o reconhecimento de melhor gest\u00e3o de pessoas pelo Pr\u00eamio ABT, ficou entre as 3 melhores empresas de BPO pela Consumidor Moderno e recebeu o Selo Great Place to Work.\u00a0<\/p>\n<p>Para conferir mais informa\u00e7\u00f5es sobre a Kainos, acesse: <u><a target=\"_blank\" href=\"https:\/\/www.kainos.com.br\/\" rel=\"noopener\">https:\/\/www.kainos.com.br\/<\/a><\/u><\/p>\n<p>Foto &#8211; <a target=\"_blank\" href=\"https:\/\/mma.prnewswire.com\/media\/1478742\/KAINOS__logo_jpg.jpg\" rel=\"noopener\">https:\/\/mma.prnewswire.com\/media\/1478742\/KAINOS__logo_jpg.jpg<\/a> <\/p>\n<p>\u00a0<\/p>\n<div class=\"PRN_ImbeddedAssetReference\" id=\"DivAssetPlaceHolder2\"><\/div>\n<p>FONTE  Kainos<\/p>\n<\/div>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/rt.prnewswire.com\/rt.gif?NewsItemId=PT28526&amp;Transmission_Id=202103311307PR_NEWS_LATAM____PT28526&amp;DateId=20210331\" \/><\/p>\n<p>PR NEWSWIRE<\/p>\n","protected":false},"excerpt":{"rendered":"Crescimento do e-commerce impulsiona setor de contact center Neg\u00f3cios da Kainos, startup do mercado de atendimento, crescem 25% em 2020, impulsionados pela expans\u00e3o das vendas online PR Newswire","protected":false},"author":1,"featured_media":33246,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[29],"tags":[],"class_list":["post-33245","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-prnewseconomia"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>PR NEWSWIRE - ECONOMIA E NEG\u00d3CIOS :: Crescimento do e-commerce impulsiona setor de contact center - Ag\u00eancia de Comunica\u00e7\u00e3o<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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