Itaú Unibanco is a Brazilian publicly quoted bank with headquarters in São Paulo, Brazil. The bank is the result of the merger of Banco Itaú and Unibanco, which occurred on November 4, 2008 to form Itaú Unibanco Holding S.A, the largest financial conglomerate in the Southern Hemisphere and is the 10th largest bank in the world by market value.

 

Challenge
Control and act upon a massive reception of customer service requests through Twitter.

 

Solution
Deployed SentiTweet’s solution, leveraging its real-time sentiment analysis in order to categorize incoming tweets by topic and urgency. Client Service worked with Itau in order to setup Alerts and identify Crisis by an Increase of Negative opinions, identifying in Real Time the topics associated to the customer dissatisfaction and react with a Social Media Strategy based on information and suspended facts.

 

Results
Organized twitter stream (1,200+ tweets a day) in priorities and themes, channeling requests to the appropriate place to be resolved and the understanding to develop a fast and properly communication to their community.