NextWealth / Services / Customer Experience
Get your CX right and gain Competitive Advantage
Gone are the days when outsourcing was imagined as a giant call centre, in a foreign country, packed with people who work in long and late-night shifts. Contacting companies with queries or complaints have always been time-consuming and tedious as customers must navigate complex phone menus, wait, and explain the concern to representatives several times or email and then wait for the response to arrive. The rise of customer support outsourcing is thus an aftermath of the On-Demand Economy. With e-commerce spending surging, new customers and increased interests are encouraging companies to outsource their customer service to third parties to capitalize on demand and grow the business. Today, outsourcing is more about cutting corners and best fulfilling the customer service needs of end clients, to leave them with a positive and enriching experience.
NextWealth teams up with clients to drive process improvements from the ground up, enabling the business to grow its bottom line and optimizing the enterprise processes by using a combination of humans with embedded artificial intelligence (AI). By delivering outsourcing capabilities using emerging technologies that augment the skills of human agents, NextWealth helps reduce human errors, operational risks and costs, to deliver better customer experience and multiply the business performance through enhanced Financial and Human Resource operations.
Whether businesses require all-inclusive customer support in technical call services; non- technical voice support; troubleshooting or helpdesk, NextWealth can respond quickly, combined with the capacity and adaptability to meet increasing demands as the business grows. Be it phone answering; claims processing; IVR; inquiry handling or multi-language support, our niche teams have relevant experience and linguistic ability to answer service calls and ensure customer satisfaction.
Be it boutique outbound calling like telemarketing or lead generation, NextWealth helps companies get in touch with clients by calling existing and potential customers. Cold calling assists companies to increase sales, test unknown markets, develop good customer relationships at a fraction of the cost of a traditional call centre or hiring in house.
Email support is the most consistent and dependable way that customers use to communicate with businesses. It is also the most used digital customer service channel and among the easiest to outsource. As customer volume increases and teams grow, it is hard to keep track of who has responded, or which email has been responded to. By outsourcing email support, companies can stay on top of email queries, save time and get all customers’ requests satisfied fast and in a professional manner.
The proliferation of software-as-a-service technologies has paved the way for time tested, digital tools and specialized chat support that can help businesses run more efficiently and facilitate two way communication between company and the customers regarding questions or concerns about the products or services. Utilizing live chat outsourcing enables seamless communication with customers where they are comfortable, thus improving the customer service experience for them.
From contact resolution, to promoting positive customer feedback, social media is helping companies measure the sentiment of their clients and providing real-time information. By outsourcing social media customer service, brands can leverage social media to communicate with clients on a medium they are comfortable using or monitor interactions with the brand and help rectify a negative review promptly.