Customer-centric Services

A company with almost 20 years of experience in the competitive market of Call Centers

Customer-centric services Customer lifecycle

 

SALES & MARKETING

Anexa’s customized solutions and multi-channel marketing strategies allow your company to reach the right person at the right time, enhancing the value of your offer and creating a value relationship between your company and your customers. We design effective and highly scalable campaigns that span the entire consumer life cycle regardless of the channel.

 

Our strategy integrates technology, processes, and human talent. Each interaction is customized depending on the type of customer, the product or service and the strategic business objective. Our agents will always represent your services in the best way possible and speak well of your brand name.

Services we offer
  • Promotion and sale of products and services according to objectives
  • Upselling and cross-selling campaigns
  • History monitoring and needs detection
  • Loyalty campaigns
  • Renewal and retention campaigns
  • Satisfaction surveys
  • Reservations
Channels
  • Phone
  • Chat
  • WhatsApp
  • Social networks (Facebook, Twitter)
  • SMS
  • Email
Benefits
  • Marketing Goals Fulfillment
  • Total cross-channel consistency
  • Promote customer loyalty
  • customizing interactions
  • Omni-channel brand presence

CUSTOMER SERVICE

  • Tech support
  • Social media

20 years of experience have allowed us to specialize in personalized and proactive attention to the needs of each customer service situation in an omni-channel way From first contact, our emphasis is on understanding the objectives of our customers and developing the best solution that meets your business goals and needs for channels, attention, technology, staff and more.

 

We collaborate with our clients for the planning, execution and optimal monitoring of their customer service and care strategies, all According to Your needs and resources available. We assist our clients in the development of the best strategy for customer care, and we bring their objectives to our daily operations, ensuring their fulfillment.

 

The integration of our in-house technological developments, third-party tools and human talents are focused on customer satisfaction and meeting business objectives.

Services offered:
  • Requests and Claims
  • Clarifications
  • Retention and Loyalty campaigns
  • Proactive calls (welcome calls, data confirmation, service anniversaries, etc.)
  • Satisfaction surveys
  • Upselling and cross-selling campaigns
  • Awareness campaigns and launching of new products and services
  • Tier 1: Technical solutions to standard problems through proven processes
  • Tier 2: Scaling of unresolved cases in Tier 1. more complex troubleshooting via phone, remote access
  • Scaling to Tier 3: High level support for atypical cases, critical or on-site repair
WE COVER THE ENTIRE CONSUMER LIFE CYCLE.
  • Activation
  • Support
  • Deactivation

Our services are suited to the specific type of customer, distinguishing between B2C (Business to Consumer) and B2B (business to business). We also adapt according to the Contact Profile: Massive groups, customer databases, VIP groups, etc.

 

We attend to cases in a centralized and coherent way through different channels, within the timetables established by the client. Our agents diagnose, analyse and deal with issues of varying complexity with a friendly approach and an attitude that always puts the brand in a high regard.

 

We understand that two of the most important elements in technical support are transparency and consistency. A customer should know at all times what the process is and what the next steps are. For this reason, we create strategies jointly with our customers, so that end-user care services are highly personalized.

 

Channels
  • Phone
  • Chat
  • WhatsApp
  • Social networks (Facebook, Twitter)
  • Email
  • Messaging
  • SMS
  • IVRs
  • Chatbots
Benefits
  • First Call resolution
  • Fulfillment of customer expectations
  • Customization of Interactions
  • Presence and consistent processes of form omni-channel
  • Ability to measure NPS (Net Promoter Scoring)
  • 24/7 capability
  • Promote customer satisfaction and loyalty
  • Services and technology that allow the continuity of your business
  • Consistent processes regardless of the channel

COLLECTIONS

Through the integration of channels, technology and talent, we offer a single point of contact to effectively manage the recovery process, regardless of the channel.

Services offered
  • Active collection (outbound)
  • Receptive collection (inbound)
  • Receipt of clarifications for unrecognized amounts
  • Debt negotiation According to established policies

Our solution centralizes customer service so that, regardless of the platform, each case is answered in a personalized way and According to the Type of debtor. Our agents treat each issue delicately and with an attitude that puts the brand in high at all times.

Channels
  • Phone
  • Chat
  • WhatsApp
  • Social networks
  • SMS
  • Email
Benefits
  • Agile and efficient collection
  • Service Personalization
  • Consistent processes regardless of the channel
  • Real-Time updated transaction history

CUSTOMER RETENTION

Our comprehensive vision of customer experience extends to retention, to maintain a value relationship with the customer.

Services offered
  • Retention and renewal campaigns
  • Satisfaction Surveys

Our solution centralizes customer service so that, regardless of the platform, each case is served in a personalized way.

Channels
  • Phone
  • Chat
  • WhatsApp
  • Networks Social
  • SMS
  • Email
Benefits
  • Customer loyalty
  • Feedback reporting

 

 

How do we do it?

How Our BPO Outsourcing Company Provides Exceptional Customer Service in Spanish

Whether you need long-term customer service or project-based telemarketing in Spanish—Anexa offers the best talent to support your business objectives. Using the latest technology and proven processes, our experienced team designs and executes customized solutions to fulfill your goals. The unique ability to scale up or down as per your requirements, enables us to provide cost-effective customer acquisition. Together we can create and sustain meaningful customer relations that drive your brand.

 

Customized Cloud Software Services to Reduce Your Costs

As one of the leading BPO outsourcing companies in Mexico, we offer the latest cloud-based services to provide you with the desired business functionality at low rates. Tailoring our software to our customers’ needs allows for better flexibility, scalability and virtualized service. We can be anywhere there’s an internet connection!