Customer Service

At NexRep, our agents are enthralled with the products and brands they work with. More often than not we are able to source agents who are already familiar with and love our clients’ products. We also certify all of our agents on every product they support. This means agents possess the highest possible understanding of a product’s functionality and as a result can be more helpful when working with customers. Phenomenal customer service happens when two strangers find commonality; passion for a product can be just the ticket for that. NexRep offers multiple types of Customer Service Care to fit a variety of needs.

At NexRep, we believe that Customer Care starts with finding and deploying agents who care. Our customer care agents have strong relationships with the products they service, whether they are users, consumers, or advocates. NexRep has proven repeatedly that its virtual model outperforms facilities-based centers. Our agents are true brand-advocates through rigorous product, brand, skills, and systems certification programs.

 Order Status and Tier 1 Care

NexRep partners with agents for all customer service types. Our agents are experts in a variety of external CRM systems, and serve as extensions of our clients’ brand. This includes order status, returns, cancellations, and account status. In both sourcing our agents and in agent operations, we use cutting edge technology and advanced techniques to allow us the distinct ability to target applicants to match our customer’s needs. These sourcing and operations systems allow us to partner with a class of 100% US based agents that is unparalleled.

• Customer Care
• Service to Sales
• Order Status
• Social Media Support

 Tier 2 Support and Troubleshooting

Because of our specialized sourcing, we partner with agents who have more expertise, loyalty, and knowledge than their peers across the industry. Our agents have more flexibility and self-determination and as a result are happier and our customers reap the benefits of that formula. With our brand advocate group, NexRep agents can troubleshoot and resolve issues with our specialized investigative and diagnostic processes.

• Advanced Technical Support
• Help Desk
• Escalations

 Multi-channel Support

It is increasingly important to have multichannel capabilities in the current sophisticated consumer environment that exists. NexRep agents serve in dedicated environments for specific channels, but also can be cross-trained to service email, phone, chat, and social media. Because we are not constrained by geography when we staff our team of agents, we can staff based purely on their intelligence, relatability and on an ability to empathize with customers and we partner with a talented and skillful team surrounding multichannel support.

• Inbound Calls
• Chat Support
• Outbound Calls
• Social Media
• Email Support

 Appointment Setting

Our agents have a passion for what they do and bring a unique energy to their work.  What this means for our clients is that they can be afforded the highest level of care for their customers, resulting in increased brand loyalty, quality and, of course, increased profits. NexRep creates dedicated pools of agents who service many clients and sectors. Our agents can handle a multi-system environment with chat, appointment setting, and telephony applications.

• Reservations
• Appointment Setting
• Concierge