A Full OmniChannel VIP Contact Center Solution
You can count on NexGen Agency to deliver the ultimate customer experiences to your customers at every single opportunity. We are an extension of your business, an ambassador to your customers. We provide best-in-class customer care service for the most efficient and effective fit. Period.
- Full Customer Lifecycle Management (care, support, service, sales)
- Level 1-3 High End Technical Support
- Problem Solving/Complaint Handling
- Pro-Active Outreach at Key Milestones in the Customer Relationship (e.g., welcome calls, satisfaction checkups, contract anniversary, etc)
One of the oldest and most popular forms of resolution for customers. From the customer’s perspective, this can be the fastest way of getting help. Unfortunately, it’s not the most efficient and usually requires a dedicated IVR system to work well. But at NexGen we have all the systems in place to provide customers with that ease of resolution and provide you with peace of mind!
Email and Chat
These days it’s hard to find someone without an email account. Busy customers like having the ability to get in touch through email or chat versus a phone call. Chat and email are becoming more and more popular as customers like the ability to multitask while getting resolutions. This is good news for companies since with chat one agent can service several customers at a time. At NexGen, our agents are email response experts and chat ninjas!
The new kid on the block. Social is no longer simply a place for discussion but now customers expect to be able to bring their questions to you on this medium. More than 1 in 3 consumers prefer social channels for customer service over phone and email. Even more shocking, 71% of consumers are likely to purchase an item based on social media referrals. Is your brand equipped to use social media to understand and engage with your customers?
SMS Customer Care
The first benefit, and maybe the most important, is that 90% of all text messages are read within three minutes of being received. Paired with an average open rate of 98% (versus 22% for email) and the fact that any mobile device out there is able to read a text message, SMS is a great way to reach out to pretty much anyone.
NexGen Agency supports several of the worlds most prestigious consumer electronics companies. When things don’t work, customers want answers fast. NexGen has developed a proven hands-on training methodology to ensure they have an intimate knowledge of your products. We are experts in Level 1-3 high-end technical support!
Our agents love to handle sales calls, emails, and online chats; directly contributing to our clients’ revenue streams. From average order values to conversion targets to close rates, we have an excellent track record of acquiring, onboarding, and retaining customers. We’re here to maximize their lifetime value for you!
Concierge Support Services
We take VIP to the NexLevel! Everyday we fulfill requests to meet the specific needs and desires of our concierge clients’ customers, employees, and beneficiaries. We handled anything ranging from providing etiquette details in a specific country, to making reservations for travel, boat charters and sold-out concerts. Such services are part of the NexGen Concierge Program, designed to fulfill various travel and entertainment requests, as well as provide referrals to almost any type of service.