Customer Experience

We are happy to have happy customers

Our group of companies has the know-how and talent to support clients by delivering excellent customer service. Our excellence is based on the engagement that we generate in our interactions to comply with the metrics that are established as a parameter and thus measure the quality of each contact. We are excellent service providers, we offer our solutions to small, medium, large companies, and global organizations.

Additionally, we complement the service with customer service through email, call center and chat answering machine (live) for websites. Our professionalism and personalized approach have proven to be key elements in increasing sales and satisfaction rates, which have helped grow customer loyalty.

Our promise of service is based on making our clients’ clients happy, this is achieved by building empathy at the point of contact, making those who interact with us feel that their communication is really important.

In 25 years, our companies have developed the experience to uniquely serve email, call center and chat answering services for websites, for companies of any level.

Telephone contact

It continues to be the channel par excellence in customer service, as human beings demand that personalized contact. Although the trend is moving towards more robotic schemes, when it comes to service, the human element is fundamental. We offer attention in incoming calls, outgoing dialer, interactive voice response (IVR) among others. Our warmth and professionalism make us an excellent option for quality care.

Chat

Webchat: Currently it is one of the fastest and easiest ways to keep in touch with customers. Through our application, customer requirements are managed, the profile of our agents is multitasking, having the ability to manage conversations simultaneously.
Customer support and technical support: We assist customers with the correct and successful use of a product, evacuate queries with the transfer of utilitarian know-how, and help provide different types of service that the customer requires, providing real-time remote assistance if necessary. We have demonstrated over the years a learning capacity to serve different industries.
Sales growth and retention: we continually strive to improve your sales by keeping your customers happy and achieving the necessary goals; Our goal of a retention program is to help your companies retain as many customers as possible. Statistics show that getting an existing customer to buy again is significantly more profitable than having a new customer. We embrace customer retention concepts in every interaction, and our well-trained agents follow processes that allow them to achieve the best results.
Order management: we provide and process order taking, our agents track the delivery process, increasing with our intervention, customer loyalty, satisfaction rates, and increased sales.

Email

Email support services are an excellent resource for making a relationship more efficient and productive. Many clients use email when requesting assistance, and unlike phone and live chat, email allows users to compose and express their thoughts, especially on more sensitive topics.

Social media

We know that the preference of younger audiences is increasingly inclined towards interaction on social networks. By managing them for our clients, we focus on shortening waiting times. We handle:
• Facebook & Messenger
• Community Manager
• SMS
• WhatsApp messenger
• Contact forms
• Twitter: mentions and private messages

Sales Growth and Retention

We have business models with our clients, in which the establishment of sales metrics is essential, so our agents have been trained to follow processes that allow them to obtain the best results.

Operationally we control:

Staffing

We are experts in the ideal sizing of people, to guarantee optimal service levels, efficiency, and productivity, taking advantage of traffic demand and service level compliance.

KPI’s

We are committed to complying with each performance indicator agreed with our clients. There is continuous control of their performance through real-time performance monitoring and projection for each operation.

Call performance

It is our commitment to achieve acceptable conversation times according to the product, short waiting times, always availability, and quality throughout each interaction.

Call Quality

We have a department in charge of auditing and evaluating calls remotely and live, qualifying through structured ballots according to the accounts. Ensuring after feedback and follow-up a focus on service, processes, and proper use of tools.

Training

We train our advisors as needed, constantly running workshops:
• CSAT (customer service)
• Handling objections and difficult clients
• Drafting
• Motivation
• Sales rally

Technology Services Support

From the Service Desk, to the administration of third-party services, we manage and operate the entire support chain of your Technology operation that you need.

Organizational Process Outsourcing

Our experience with the implementation and operation of organizational processes allows us to take and execute under any type of standard or internal or external regulation the organizational processes that require accuracy and efficiency.

Technology Infrastructure Operations

We manage technology operations at home or remotely, ensuring control and supervision of your technology operation, local networks, distributed networks, data centers, telephony, NOC, among many others.