RELATO DE EXPERIÊNCIA: USO DO PINK APP CONECTADO AO WHATSAPP COMO ESTRATÉGIA DE CENTRALIZAÇÃO DO ATENDIMENTO AO CLIENTE

Abstract

This paper presents an experience report developed in the customer service sector of a service company, demonstrating how the adoption of technological tools can contribute to communication and organizational processes, as well as highlighting the necessary precautions regarding the use of these digital tools in customer service. The study describes the challenges faced before the implementation of the Pink App integrated with WhatsApp Business, especially related to the decentralization of customer service, duplicate contacts, and noise in internal communication. To overcome these difficulties, the company implemented the centralization of customer service through the digital platform, which allowed for greater control of interactions, better monitoring of demands, and improved customer service management. The experience showed significant improvements, such as greater speed in responses, reduction of operational errors, organization of tasks, and strengthening of team performance.