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

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.

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.

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