cxperts, Re-engineering the Customer Experience

Organizations and global businesses have been re-engineering their customer experience journeys by providing unique but impactful interactions between businesses and clients.

Here’s what cxperts can offer to set your business apart.

CUSTOMER CARE – cxperts has the agility and the expertise to help your brand build and maintain strong and loyal customers.  We’re nimble enough to adapt quickly and experienced enough to deliver exceptional customer care, every time.

Our next-generation 100% cloud-based omnichannel and multichannel capabilities allow us to meet your customers on their preferred platforms and exceed their expectations every step of the way.

With our exceptional recruitment process and geographical sites, you can expect empathetic, patient, and attentive customer care professionals to interact with your clients. Our multilingual capabilities include Spanish, Chinese, Tagalog, Vietnamese, French, Korean, German, Arabic, Russian, and Hindi.

Our most favored customer care services include:

• Welcome Calls
• Account Management
• Billing Inquiries
• Fee reversals
• Disputes
• Complaints, and
• White Glove Services.

SOCIAL MEDIA MODERATION – Social media enables you to get a message to the masses quicker than any other form of communication.  Here’s how we get you on top of your social platform to accurately engage with your audience’s concerns:

• Moderation
• Monitoring
• Outreach
• Contact tracing
• Mystery Shopper

TECHNICAL SUPPORT – When things go wrong with a product or service, customers need technical wizards who can set things right and FAST.  As frustrating as technical issues can be, cxperts is adept at understanding customers and the issues they face by zeroing in on highly-skilled brand experts.  We hire and train passionate techies.  The only results you get are brand loyalty, increased customer satisfaction, and a positive, tangible impact on future sales.

Our technical expertise includes the following:

• Tier 1 technical support
• Tier 2 technical support
• Triage
• Troubleshooting & repair
• Helpdesk
• Escalations
• Developer & engineer support
• Website navigation
• Installation support
• Video-enabled live support
• High-touch concierge support

SALES – Good salespeople know that every conversation is a chance to sell.  But GREAT salespeople use premier customer experience to create superior sales opportunities.

At cxperts, we understand that every interaction provides us with an opportunity to increase brand loyalty and retention.  Our teams earn the right to sell by uncovering customer needs and resolving their concerns.   We call our salespeople, Sales Champions for good reason.  Our Sales Champions work closely with trainers, operations managers, and a diverse sales army to provide high-impact coaching and ensure every sale includes the best possible customer experience.

BACK OFFICE – Exceptional customer experiences are found not just in direct conversations and interactions.  You need back-office teams to support the front line!  At cxperts, we do efficient back-office team services such as processing payments, validating warranty details, uncovering vital information, dealing with external vendors, or even handling any request outside the customer’s field of view.  We make sure that everything done behind the scenes is handled correctly the first time, and every time thereafter.  Other back-office solutions include:

• Data entry
• Fulfillment claims process
• Warranty management
• Record validation & coding
• Business Analytics
• Billing & invoicing
• AR management
• Order to cash

WORK FROM HOME – Over the years, cxperts has evolved to cater to our clients’ different requirements.  Today, we found the perfect mix between a traditional brick-and-mortar center and a remote-based Work-From-Home arrangement.  This gives brands the business continuity and disaster recovery benefits of both delivery models.  Our remote footprint allows us to provide multilingual support thanks to a global recruitment pool.

What you get is a flexible, scalable, and cost-effective arrangement.  The quality you can expect remains the same because our advanced cloud-based analytics ensure we are hitting the required metrics to provide excellent customer experiences with every single interaction.  The patented technology we use also ensures secure virtual environments that make working at home at par with in-center delivery.

It’s a win-win for cost savings.  Savings are passed directly to our partners without sacrificing the exceptional quality of our services.

We should add that a work-from-home arrangement is perfectly suited to the remote lifestyle.  Positive employee experiences translate to happy, productive conversations… and in the end, a customer experience better than your competitors.

Our platforms have the following features:

• Omni-channel
• AI-powered compliance analytics
• Broad information gathering to accurately depict our experts’ performance
• Customer feedback
• 100% Quality assurance monitoring
• Redundancy
• PCI Certified  & HIPAA Compliant

COLLECTIONS – Collections and recovery are the cornerstones of accounts receivable management.  But when customers fall behind on payments, exceptional customer experience shouldn’t fall by the wayside.

Like every aspect of a customer-facing business, collections require a personalized approach that builds trust and keeps people invested in the brand.  In fact, with the proper technique, recovery is an opportunity to create a customer for life.

At cxperts, our dedicated collections teams are focused on keeping customers loyal and happy while significantly reducing the operational cost of debt collection.  Our first-party and third-party services are built around understanding and problem-solving, utilizing the best recovery methods for delivering excellent CX, and establishing long-lasting customer relationships.

Our collections solutions include:

• Payment reminders
• 1st party collections
• 3rd party collections
• Payment Arrangements
• Chargebacks

Experience unparalleled customer satisfaction with the help of the cxperts, your trusted experts in Contact Centers.