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Nexus Global Management

Nexus Global ManagementNexus Global ManagementNexus Global Management

Connecting Strategies for Success

Connecting Strategies for SuccessConnecting Strategies for Success

Why use us?

  • Cost efficiency and scalability
  • 24/7 availability
  • Consistency in handling routine inquiries
  • Freeing up human agents for complex issues

Find out more

Product and Services Offered

Virtual Support Agents and Services

We typically refer to virtual assistants or AI-powered agents who handle various support tasks remotely, often blending automation with human support. Besides the common chatbot or virtual assistant roles, here are other types of BPO virtual support agents and related services:

AI Chatbots & Conversational Agents

1

  • Automated chatbots that handle FAQs, booking, troubleshooting, and order status
  • Natural language processing (NLP) for smooth human-like conversations
  • 24/7 instant responses to customers on websites, apps, or messaging platforms

Virtual Personal Assistants (VPA)

2

  • Scheduling meetings and calendar management
  • Email and communication management
  • Data research and information retrieval
  • Travel bookings and itinerary planning

Remote Customer Service Agents

3

  • Human agents working remotely with tools to handle voice, chat, and email support
  • Multi-language support for global customers
  • Escalation and complex problem resolution

Social Media Virtual Assistants

4

  • Monitoring and responding to customer inquiries and comments on social media
  • Managing brand reputation and crisis communication
  • Creating and scheduling posts or campaigns

E-commerce Virtual Support Agents

5

  • Handling online order management, product inquiries, returns, and refunds
  • Live chat assistance during purchase
  • Cross-selling and upselling during interactions

Technical Virtual Support Agents

6

  • Guiding users through software installations, troubleshooting, and upgrades
  • Providing step-by-step virtual walkthroughs via chat or video
  • Remote device control support

Sales Virtual Assistants

7

  • Lead qualification and follow-up through calls, emails, or chats
  • Appointment setting for sales teams
  • CRM data entry and pipeline updates

HR Virtual Assistants

8

  • Assisting employees with HR-related queries (leave balance, benefits, payroll questions)
  • Scheduling interviews and coordinating onboarding
  • Managing internal communication portals

Virtual Billing and Payment Agents

9

  • Assisting customers with billing inquiries
  • Payment processing and follow-ups
  • Handling subscription management and renewals

Multilingual Virtual Support Agents

10

  • Providing support in multiple languages, often with localization knowledge
  • Catering to diverse global customer bases

Customer Support Services

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Inbound Customer Support

1

  • Handling incoming customer queries via phone, email, live chat, or social media
  • Troubleshooting product or service issues
  • Order status and tracking support
  • Account management and updates
  • Billing and payment inquiries

Outbound Customer Support

2

  • Follow-up calls for customer feedback or satisfaction surveys
  • Payment reminders and collections calls
  • Upselling or cross-selling products and services
  • Appointment scheduling and confirmations
  • Customer retention and loyalty programs

Technical Support

3

  • Product installation and setup assistance
  • Software or hardware troubleshooting
  • Remote assistance and problem resolution
  • Escalation management to higher-level technical teams
  • Support for IT-related products or services

Multichannel Support

4

  • Omnichannel customer service including phone, email, chat, SMS, and social media
  • Seamless switching between communication channels
  • Unified customer history across channels for better personalization

Help Desk Services

5

  • Ticket management and resolution tracking
  • Knowledge base and FAQ management
  • Issue prioritization and escalation
  • SLA (Service Level Agreement) compliance management

Complaint Management and Resolution

6

  • Handling customer grievances professionally and empathetically
  • Providing timely resolutions and follow-up
  • Managing returns, refunds, and replacements

Order Processing and Support

7

  • Assisting with order placement and modification
  • Managing cancellations and returns
  • Providing product availability and delivery timelines

Customer Onboarding and Education

8

  • Guiding new customers through product or service usage
  • Providing tutorials and walkthroughs
  • Collecting initial feedback and resolving early issues

Retention and Loyalty Support

9

  • Identifying at-risk customers and proactively reaching out
  • Offering special deals or incentives to retain customers
  • Managing loyalty programs and rewards

Social Media Customer Support

10

  • Responding to customer inquiries and complaints on social platforms
  • Monitoring brand mentions and sentiment
  • Engaging with customers to build brand loyalty

Why use Nexus Global Management? Cost efficiency and scalability | 24/7 availability | Consistency in handling routine inquiries | Freeing up human agents for complex issues

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