Vivo Launches New Customer Hub

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.

The evolution of the platform comes as the result of the long partnership between Vivo and Work & Co, which designed the app for launch. 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.”

By the numbers:

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.

"Our focus was to guarantee simplified navigation and management for all Vivo customers, and usability was our guide,” noted Gabriella Fiori, Design Director at Work & Co. “Because Vivo has such a broad range of customers, we increased customization possibilities and thus delivered more autonomy to users.”

Highlights 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.

Download here Apple Store and Google Play. To learn more and read Vivo's official announcement head here.