Do you need
Customer support? Done.
Effective businesses realize that keeping clients is definitely less exorbitant than procuring new ones. Giving a great customer support nonstop, on all channels, is critical to keeping your clients blissful.
How It Works?
Here is how you can achieve excellence in your company's customer support in just 3 simple steps.
Our Special Features
Alongside our 11 services we offer many unique features for your business.
Lovely Customers
Read what our clients have to tell you about us and doing business with us.
Satisfied Clients
Tickets Resolved
Response Time
Saved Every Month
FAQ
Most frequent questions and answers
Contact Us
Submit a contact form and tell us what you’re looking for help with Meeting If we feel you’re a perfect fit for us, we’ll move forward with a meeting to further discuss your needs business analysis
Analysis
We’ll run a business analysis to identify the key areas in your company where we can provide the most effective service
Assessment
We’ll determine how many Agents you’ll need for your team and the technology required for implementation. Our team will also consider compliance needs, feasibility, and then create a pricing quote specifically suited to your needs. Once we finalize the contract together you’ll be officially a part of the Nectox family!
Meet The Team
After the contract is finalized you will be connected with your Account Manager. They will schedule a kick-off call as well as prepare for a recruiting assessment and training plan. We’ll work with you to gather standard operating procedures (SOPs) and other training resources to prepare your Agents for live support.
Recruitment
Prior to recruiting for your agents, we send you several onboarding documents to ensure everyone is aligned about the types of agents you’re looking for. Once candidates pass our informal round of screening based on background, qualities, skills, etc. we take selected candidates through a variety of written and verbal tests to ensure only the highest quality candidates are being selected. From there, we bring agents in for another interview to make sure they’re a fit all around.
Quality Over Quantity
When hiring a customer support team we don’t believe in a one size fits all approach, so we recruit specifically for the job at hand for each and every client we bring into the Ninja family. We’d rather spend an extra week recruiting the highest quality agents for your account than just placing someone in a seat.
Timeline
The recruitment process can take 2-4 weeks to source quality agents. After we find the perfect Agents for your team, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of our incredible trainers. Training is ongoing and continual, so our Agents are always learning and getting better every day, living out one of our core values to improve everyday.
Nectox’s goal is to have an extensive 30-day curriculum, knowledge database, and learning management system in place by the time the candidates have been recruited by our recruitment team.
Training is conducted through a combination of online, self-study, and classroom learning by your own dedicated training manager. This is to ensure that Agents are at 50% in their second week of training. After the 30 day training period, Agents are fully capable of handling tickets and hitting full KPIs.
Note: Training is ongoing which means Agents will be challenged with new materials and assessments throughout the lifetime of the account and, in addition, have access to free courses through NecLearn, our learning management system (LMS).
At Nectox, we offer several activities that can be outsourced. The outsourcing tasks we provide include customer support (phone, chat, email), technical support, data entry, back-office support, content moderation, image moderation & lead mining.
Our system connects directly to your own help desk. We connect to all major help desks including Zendesk, Intercom, Help Scout and Freshdesk. Our team can follow any of your existing processes including escalations, feedback and bug flagging. We answer all tickets using unique user accounts inside your help desk or chat platform, so you have full visibility into everything we do.