CUSTOMER SERVICE MANAGEMENT AND CONTACT CENTER
Optimal customer experience is critical to our client’s success. Our Contact Center offers tailored and multichannel customer relationship services while handling each
interaction with empathy, professionalism and dedication.
Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle. Our offer is built around 3 main capabilities:
MULTI-SERVICE services: After sales service, customer service, technical support
MULTI-CHANNEL services: call, e-mails, chat, web, social media
MULTI-LINGUAL services: French, English
More in depth, we offer:
INCOMING CALLS
- products and Services Information
- Communication/Marketing Campaign Support
- Commercial Service
- After Sales Services
- Consumer Service
- Customer loyalty campaigns
OUTGOING CALLS
- Customer prospecting and appointment making
- Personal assistance
- Sales Force Support
- File Qualification
- Telemarketing, subscription service
- Launching purchasing process, investigation, survey
- Market research and competitive intelligence
- Customer Satisfaction Surveys
- Customer Loyalty Campaign
INCOMING EMAILS
- Order taking
- Pre-Sales Support
- After Sales Support
- Claims management
Outgoing emails
- Commercial Service
- Fundraising
- Collection
- Email Qualification
- Loyalty
- Up and cross-selling Techniques
Live Chat
- Assist web customer
- Facilitate web browsing
- Create marketing databases
- Optimization of the conversion rate
- Cross and up-selling
- Customer satisfaction survey with online interactive form
- Click to Call / Click to Chat
VIRTUAL ASSISTANT
- Daily Administrative Tasks
- Marketing Support
- Social Media Management
- Sell Packages
- Basic Bookkeeping
- Expense Reports
- Basic Lease Abstracting
- 24/7 support
- Other related tasks
TECHNICAL SUPPORT
Our technical support agents are capable and knowledgeable in all levels of resolution handling. We offer tier 1-3 resolution using the telephone, live chat, email, and social networks.
Our Technical Support Services is Best-in-Class:
- Inquiry and Request Resolution
- Reverse Logistics Services
- Complaints Handling
- Troubleshooting and Technical Repair Issues
- Warranty and Post-Warranty Support
- Problem Resolution
- Escalation Handling
- Billing Issues and Requests
- Software Issues
- Computer Hardware Issues
- Upselling and Cross-selling
DIGITAL & WEB SERVICES
NextGen Technologies’ Digital & Web services help businesses develop an extensive and solid digital presence. Our team of technical and creative savvy individuals will make sure that your target audience receives appropriate content across various offline and online electronic platforms.
To assist you with your Digital & Web services efforts, NextGen Technologies offers a wide range services, as follows:
- Search Engine Optimization (SEO)
- Search Engine Marketing (SEM)
- Social Media Marketing
- Email Marketing
- Content Marketing
- Content & Image Moderation
- Content Enrichment
BUSINESS PROCESS OUTSOURCING SERVICES
NextGen Technologies offers a comprehensive suite of BPO solutions to accommodate all business’ back-office support. We provide organizations with the right tools, best practices and the most talented people to support them every step of the way.
We currently serve the following industries:
- Banking and Finance
- Travel and Hospitality
- Technology
- Insurance and Underwriting
- E-commerce
- Travel and Tourism
- Government Agencies
- Media and Communications
- Consumer Electronics
- Transportation
- Healthcare
- Food
- Automotive
- Retail