Personalize
your digital service
Everyone has suffered from endless conversations via chatbots or unwanted and unresponsive phone calls, whether to buy, use, complain or cancel the purchase of a product or service. The challenge here was to change this and offer resolute and personalized service according to consumers' needs.
We went to the market and understood that fear and anxiety regarding the future of the economy and humanity had grown. And, parallel to this, consumers began to prioritize uncomplicated brands that bring them security, ease and social responsibility.
Consumers are people. Lead is people. The business world is no longer made up of brands and people. It is formed by people and for people. That's what we stuck to in this transformation process.
Pessoalize stopped being a “call center” and became a service for Brazilians: inclusive, diverse and personal. The brand made a point of showing this transformation.
Personalizing service is a way of connecting both ends and exploring routes never visited before, thus creating authentic, remarkable and well-made experiences. Every day.
But “drawer speech doesn’t make history”, right?
Between research and conversations between the teams, we saw that Brazil has more than 10.7 million people with hearing impairment and, until then, this was not a concern for brands.
The few who looked at this offered basic solutions for the entire deaf community. The account didn't close.
Service has to be for everyone, after all: accessibility is not a differentiator. It is a prerequisite.
A new product emerged: service in Libras via video call, bringing greater freedom and independence to the entire deaf community.
Experience raises the bar.
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