Our Comprehensive Services
Personalized Agent Recruitment and Training
Custom hiring and comprehensive training in customer service skills, tool proficiency, and alignment with brand culture.
Establishment and Optimization of SOPs
Design clear and detailed manuals to ensure consistent and efficient processes.
Daily Quality Control
Evaluate agent performance through audits, feedback, and quality metrics such as empathy and resolution.
Customer Satisfaction Analysis
Generate statistics and reports to measure and improve customer experience, including CSAT and NPS.
Team Management and Organization
Coordinate shifts, holidays, and replacements for continuous coverage and operational efficiency.
Trend Identification and Contact Analysis
Study interaction patterns to predict needs and optimize workflows.
Disputes and Escalation Reduction
Implement preventive and effective solutions to minimize conflicts and potential legal actions.
Customer Service Tools Implementation and Management
Setup and optimization of platforms like Zendesk, Freshdesk, Intercom, and live chat tools.
Multichannel Strategy Creation
Manage customer service across various channels: email, chat, social media, WhatsApp.
Case Escalation Strategy Design
Develop protocols for handling complex or critical situations, minimizing negative impact.
Customer Retention and Loyalty Programs
Design strategies to reduce churn and convert problems into opportunities.
Audits and Diagnostics of Existing Processes
Evaluate current systems and teams to identify areas for improvement.
Crisis Management
Create response plans for critical situations (system crashes, mass errors, etc.).
Knowledge Base Creation and Optimization
Design FAQs, tutorials, and self-help guides to reduce agent dependency.
Predictive and Proactive Customer Needs Analysis
Use historical data to anticipate and address common issues before they occur.
New Customer Onboarding
Develop welcome processes and education for new clients to ensure correct product adoption.
Competitive CX Analysis
Research customer service strategies of competitors to identify differentiation points.
Multilingual Support
Setup teams and processes to provide support in multiple languages.
Support Scalability
Plan to scale teams and processes as the company grows without affecting quality.