Apex
Omni
As consumers become increasingly connected, we orchestrate each channel with integrated capabilities to understand and address their respective needs, regardless of the interaction’s origin.
Omnichannel Support based on 3 Fundamental Pillars
People
- Our selection process considers knowledge and experience in the digital market.
- We assess written communication skills.
- We train according to the necessary profile for each industry type.
- We evaluate our team based on their behavior on social media.
Processes
Management of the entire digital services chain.
Adapting language to the consumer’s profile.Crisis management and programming.
Customer journey consultancy.
Tools
Omnichannel technology.
Apex Insights, our Speech Analytics platform for customer experience.
We ensure brand reputation by balancing it with consumer freedom of expression.
Service
Respond to customer inquiries, manage all social media channels, and direct requests to the appropriate areas.
Process
Insights for posts and production of all material based on brand guidelines.
Surveillance
Responses to customer inquiries, attention to all social media, and personalized responses.
Moderation
Identification and action against inappropriate and illegal content, such as incitement to crime and discrimination.
Managing
over 60 million interactions
per year
we specialize in handling our clients’ conversations on voice platforms, digital channels, and social media.
Business
cases
Our client, a leading retail company in Latin America, was preparing to launch its own Digital Wallet and needed to establish a customer support channel to accompany its new digital application.
In 2020, our client, a leader in bakery and frozen dough products in Chile, faced difficulties in post-sale claims management and order processing, lacking a structured system that could ensure customer satisfaction and efficiency.
Our client, a leading clinical analysis laboratory, faced the need to automate appointment management, improve web check-in, and efficiently refer inquiries to advisors.
One of Argentina's most important University Hospitals faced significant challenges in operational management and customer experience.