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 approached Apex looking for a strategic partner to implement a new business line specialized in serving VIP clients. This segment included influencers, media personalities, and key professionals in administrative roles at renowned companies. The main challenge was to have expert agents with a problem-solving mindset capable of handling complaints and answering questions about order status on social media. Additionally, it was crucial to design an effective mea
With the company's rapid growth, it became essential to develop a strong fraud prevention unit that could adapt to emerging complexities.
The challenge was ambitious: build an omnichannel experience for the customers of an emerging fintech from scratch, positioning itself as a benchmark in the financial ecosystem.
Our client’s initial challenge was to develop a 100% digital service that not only met user expectations but could also scale alongside projected growth. Establishing an efficient operation aligned with industry best practices was essential to ensuring business sustainability.