Omnichannel Customer Service

Create long term, sustainable and valuable relationships with your customers, thanks to an unforgettable brand experience

Powered by innovation, our experts support the world’s most exciting brands to delight their B2B and B2C customers

Customer support and commercial assistance

Give your customers a new reason to fall in love with your brand

We put your customers first to improve your CSAT, increase your customer lifetime value while improving your ROI:
- Multi-lingual and omnichannel customer service – Highly skilled people for meaningful and effective customer care conversations
- Complaints and claim management – Turn your unhappy customers into your biggest fans
- Crisis and disruption management – We’re here when you need us the most, deploying tried and tested processes and contingency services
- Retention and Loyalty services – Avoid the “one size fits all” and use insights and analytics to better understand your customers and deliver personalized experiences
Build fluid and connected CS processes across every touchpoint
Benefit from continuous QA and training processes to ensure a consistent CX quality
Have a full visibility of service performance and ticket root-cause drivers thanks to tailored dashboards
Accelerate your solution deployment – We support all your tools to manage customer interactions

Community Management

Create, animate and nurture digital relationships with your customers

We are here to boost and protect your brand through:
- Social media customer support
- Community animation
- Content publication
- Social ads campaign management
Large network of community managers with high quality profiles to create trust in and promote your brand
Personalized tone of voice reflecting your brands values and identity
24/7 customer relationship and alerts for incidents and threats
Reports & Dashboards providing actionable community insights
Officially certified Facebook Marketing Partner

Enterprise Care Services

Customer service excellence for your B2B clients

From SaaS companies to traditional industries, the BtoB market is requesting high SLA and NPS and the right comprehension of individual client value.

The Nest offers you:

Tailored & highly scalable solutions to always work towards First Contact Resolution – Today, we solve more than 90% of our CX inquiries during the first contact
Multilingual and specialized profiles carefully selected for your business
Excellent understanding of the challenges and best practices of each industry – gained by working with fast-growing companies and leading global players
High-quality training for your dedicated agents, combining a perfect knowledge of your business and guaranteeing a professional and thoughtful communication
A constant search for improvement to reduce customers’ effort and improve their satisfaction (e.g. through advanced analytics and customer journey mapping)

Technical Support Services

Turn customers and employees into brand advocates and promoters through positive Technical Support experiences

Multilingual, multichannel B2C, B2B and B2E technical support for software and hardware
Expert advisors covering the full range of technical complexity, from simple queries to engineer-level issue resolution
Dedicated Technical SMEs offering Tier 2’s and Tier 3’s support for Product Managers, IT Developers or Quality Managers
24/7 monitoring and rapid response availability for incidents
Reports & dashboards providing visibility for all KPI’s, SLA’s & insight into root-cause contact drivers
Large set of Tech solutions increasing opportunities for automation, AI-powered self-service omnichannel support (including video) etc.

Helpdesk and IT Services

Optimize your helpdesk efficiency, resolution and user experience

We provide a first-class 24/7 global coverage with flexible operating models to perfectly adapt to your needs:
- IT service desk for Tier-1 and/or Tier-2 queries
- App support for software users (including development and maintenance of application softwares)
- Field service
- Order management
Certified service competence and technical know-how from our IT specialists
Digital and Automation solutions to optimize self-service adoption
Virtual Support Assistants to increase productivity and reduce IT costs
ITIL* compliant processes that ensure continuous improvement
Quick reaction to sudden seasonal changes thanks to flexible staff

The most simple and reliable solution to take care of your customers while scaling your business

Level-up your operations

Access to best-in-class technologies, including automation services, to benefit from improved SLAs (service-level agreement), increased customer satisfaction and reduced cost per contact.

Meet your new brand ambassadors

A natural extension of your in-house teams: responsive and agile experts to meet your fast-paced business development needs and defend your brand, anywhere in the world.

Stay close to your consumers with analytics & insights

Always stay close to your consumers: we will provide you with the latest insights from your clients to continuously improve your products, services and processes.

KNOW MORE

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