Nubank’s sign language service completes 15 months with 7,000 calls
The initiative, in partnership with the startup Personalize, aims to give people control over their financial life in an increasingly inclusive manner
Oct 20 , 2022
São Paulo, October 20, 2022 – Nubank, one of the world’s largest digital financial services platforms, performed more than 7,000 calls in 15 months of assistance in LIBRAS (Brazilian Sign Language). More than 700 Xpeers (as the employees of the customer experience team are named) addressed about 150 different topics during this period.
These results reinforce Nubank’s commitment to diversity and inclusion. This is a strategic and priority project for the company, involving more than 12 different teams to make it possible.
“Since Nubank was created, we have stood out for the way we put the customer at the center of all our decisions. Having this transparent and trusting relationship makes us always want to improve. The success of the LIBRAS service, implemented over a year ago, it’s another example of innovation to attend people’s needs, making a difference in the daily lives of those on the other end of the call”, says Helena Bertho, global director of D&I at Nubank.
To access the service, the customer just needs to open the application, select the “Me Ajuda” button on the main menu, then the option “Converse com a Gente”, and choose service in LIBRAS – 100% autonomously.
At this point, the customer will be directed to a video call with an attendant who will provide all the assistance. The service is done 100% through human service in partnership with the startup Personalize, which has a team of specialists fluent in LIBRAS who assist Nubank’s customer experience team.
“The ideal path is the one that welcomes the customer and offers the best possible experience, humanely, to solve all kinds of demands: from the simplest to the most complex, understanding everyone’s needs”, completes Helena. The opening hours of this channel are from Monday to Friday, from 9AM to 6PM, without the need to schedule in advance.
In addition to the service channel available in the app, millions of customers can access information in LIBRAS about the company’s products and services, and also about the financial universe in general, directly through the company’s Youtube channel, through the NuLibras playlist. Learn more about NuAcessível here.
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