services
We are prepared to protect and grow your business hand in hand
HAND IN hand every step of the way
Contact Center
Customer satisfaction is everything to us. Our commitment to you and your customer is that they will be treated with the care and personal touch they deserve. Regardless of what channel your customer prefers to interact, we will be there for them and your brand – seamlessly – each and every time!
Whether it is needing assistance with general inquiries, billing and payments, collections, enrollment, rewards and much more, at NexTech your customers will always receive elite care that will exceed their wildest expectations.
Customer Experience
The ongoing battle to win customer perception should be on the forefront of every brands mind. Everything a company does contributes to how customers perceive it, and therefore to the overall customer experience, including the messaging you use, the products you sell, the sales process, and what happens after the sale, plus other internal factors like the inter-working of the company, its leadership, and the engineering of the product or service.
Customer perception is one of the most valuable aspects of any company. Let NexTech’s experts help you craft and manage a brand and experience strategy that is guaranteed to enhance the opinion and loyalty of your current and future customers.
Tech Support
We have all heard the, “Sorry, that is all I can do to troubleshoot this issue,” excuse. It is a painful and memorable experience for that customer that often ends in them seeking out a competitors product. At NexTech, we pride ourselves on delivering a personal, no stone left unturned solution to any technical issue your customers might be agonizing over!
Our team of experts offer comprehensive technical support solutions geared towards providing an elite customer experience, wing to wing. Whether its assistance with pre-sales, post-sales or warranty support, our team possesses the training and expertise to solve all technical interactions in a painless way.
Contact center
Customer care
We’re committed to providing the best in talent, training, technology and facilities so there is zero impact to your brand and customers.
We are one family, and your customers will realize that when interacting with us – based on how we represent and obsess over delivering for your brand.
Inbound Customer Care:
NexTech is your strategic partner of choice from the simplest of inquiries to extremely complex and involved situations.
Our team of industry experts will help not only solve your customer inquiries but analyze the overall experience.
- Our analytics and dashboards will help us work collaboratively with you to understand why customers are calling, escalating, and ultimately help implement strategic actions that will drive customer satisfaction and decrease the cost of customer service.
Outbound/Collections:
Our team of front line experts combined with back office solutions will help you drive operational efficiency/performance while driving down handle times.
- We’re committed to using data and predictive modeling to understand and drive strategies that will improve customer retention while ensuring improved account and fiscal recovery.
- Doing it the right way, each time, is our #1 priority to you and your customers!
omnichannel & self service
Tell us if you have ever heard this before from a customer, “Why do I need to repeat this information I’ve shared with you so many times? I’m so frustrated that every time I call or chat, you ask me the same questions.”
Yeah, we’ve heard that a time or two as well. Our goal is always to reduce customer effort. Our Omnichannel strategy and solutions will help your brand drive greater customer retention and long-term value.
Having data that is in a siloed state makes it impossible for companies to hook customer service & sales efforts to the value of the customer. These efforts almost always spend too much time focused on low-value, low-impact customers and miss out on chances to foster more long term and lucrative customers.
Sticking with the common theme of effort & time, customers are about speed and efficiency more than ever. Offering omnichannel strategies that are done properly leads to solving customers with increased speed and decreased effort on the part of the customer. Ultimately, this leads to reduced call volume and increased customer satisfaction.
- IVR
- SMS/TEXT
- Web Tutorial
- Video Tutorial
- Customer Communities
chat
Digital Engagement is growing rapidly by the minute. Customers expect the brands they love and want to remain loyal with to be at the forefront of offering cutting edge engagement options to fit their lifestyles.
Whether you are already offering chat as an option or just looking to make a bigger splash in the pool of customer care, let NexTech show you how we value you and your customers’ time by providing “low impact” digital mediums for more timely resolutions.
As always, it’s not just about first contact resolution, but allowing us to proactively provide you with data and customer insights from across different channels and industries to help improve your overall digital engagement experience and service strategy.
customer experience
Customer Journey Mapping
Seeing through our customers eyes helps drive an artisan experience and sets the standard for future engagements.
Using the voice of the customer keeps our curriculum current and challenges our team to always be on the cutting edge in the science of communication.
These insights are what helps drive excellence by illustrating the customer’s journey, capturing their experience, and understanding their expectations.
Understanding the customers motivations to keep going through each phase of the service cycle, provides an awareness that allows us to serve with empathy, add value and increase brand loyalty.
Customer Insights
Technology is more advanced than ever so why not use it to understand engagement at a higher level. By coupling technology, advanced data and verbatims from customer engagements, we enhance the value of every customer interaction and transform that data into growth opportunities.
NexTech focuses on utilizing our expertise in data analysis, operational excellence and strategic modeling to collaboratively build an insight strategy for your brand.
It’s not just a numbers game! Our talented team of specialists focus on all angles when slicing and dicing your customer strategy: Qualitative, Quantitative along with world class analytical tools.
tech support
Compliance & Fraud
Contact centers are becoming increasingly vulnerable to targeted cross-channel attacks by fraudsters, and regulatory non-compliance is becoming more costly. Our Fraud and Compliance Solutions proactively address these challenges, to protect your brand and give your customers the peace of mind they deserve.
- Proactively Identify Potential Fraud & Compliance Violations
- Improve Customer Experience
- Recognize & Achieve Tangible & Intangible Results For Your Customers
Managed Services
Your customers, your data, our expertise. Let us be your eyes in the sky!
- Monitoring Services
- Proactive Support
- Remote Support
- Centralized Management
- Scheduled Maintenance
Network Solutions
Connection. Productivity. Peace of Mind.
NexTech offers a robust offering of solutions that can ensure your business can keep your talent connected and productive wherever they may be. We can help you against the competition while lowering communication cost, enhancing efficiencies and improving the customer experience.
Benefits for using NexTech to support your network solutions include:
- Wing to Wing security from viruses, hackers and additional threats
- Flexible Cloud Based Solutions to add new capabilities as needed without expensive upgrade cost
- Option to effortlessly add, move or change users on the network
Process Automation
With Process Automation (PA), software “robots” can quickly automate front and back office processes, enabling you to get more done faster and with fewer errors—all without the need to replace or update existing systems.
RPA can reduce your effort to complete tasks like:
- Basic form filling and data entry, rekeying data, or moving files from one system to another
- Navigating through databases and systems to access, manipulate, and update information
- Validating account info, consolidating reports, basic troubleshooting, and more