Vivo

In collaboration with Work & Co, leading Brazilian telecom Vivo has fully revamped its mobile platform - the main point of contact with customers and one of the most used in the country, with over 84 million monthly accesses. With a more modern interface and simplified user journeys, it’s now possible to easily find Vivo’s services and products offered in a single hub.

Said Carla Beltrão, executive director of Customer Experience at Vivo: "Over the years, Vivo’s mobile experience has evolved from a purely customer service app to a relationship app. Work & Co helped us with this complex challenge to further enhance Vivo’s presence in people’s lives, offering an integrated and personalized experience that goes far beyond self-service. This evolution of the app reflects Vivo’s positioning as much more than a telecom company.”

Underpinning our strategy to revamp Vivo’s new mobile customer hub was the need to offer a winning digital experience at true scale.

-Over 84 million interactions monthly.

-Each subscriber accesses the application, on average, 4 times a month.

-Approximately 2.7 million new downloads per month.

-86% of customer contacts with Vivo are made through the app.

A main focus was guaranteeing simplified navigation and management for all Vivo customers, and increasing customization possibilities in order to deliver more autonomy to users.

Features include:

Personalization: The new app experience communicates with context, always bringing users the perfect message given their needs.

Vivo Pay: Evolved from purely transactional to an integrated financial services space - wallet, insurance and credit.

Subscriptions: New designs enhance visibility and transparency on plans and usage rates and make subscription activations and upgrades easy.

Benefits Center: The new interface brings tangible benefits and personalized rewards to the surface, strengthening the relationship between users and Vivo's brand.

Store: A dedicated section that distinguishes products and services, and offers an intuitive interface to help users explore a robust marketplace to acquire the items they need.