Business Chief USA December 2019

“Instead, we have an omnichannel customer
service offering supported by our
own proprietary chat bot that allows us
to optimise our service and increase
customer satisfaction.” As a result, Tuenti
Ecuador has been recognised as having
the best digital customer service record
in the market, reaching 72% of NPS (Net
Promoted Score), Internally, the company
has achieved a 60% level of automation
regarding customer service.
Agility and innovation are impossible,
however, without deep, meaningful
understanding of the target market.
Súarez Napolitano prides his team
on being young, diverse and creative.
“Meeting and exceeding the goals of
our business plan has been due to the
amazing work of our team,” he says. “To
create this team, we sought to integrate
a diverse mixture of talents, incorporate
a large percentage of millennials into the
company, hire people with experience
inside and outside the telco sector, as
well as people from different geographies
of the country, and ensure an
even mix of genders.” This small and
diverse team has been essential to Tuenti
Ecuador adopting a successful digital
strategy, with the agility to evolve and
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