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Multichannel
CX Inbound & Support

Bilingual customer support across voice and digital channels — with SLA
discipline, QA checks, and weekly reporting so you always know what's working.

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Features

What we do

We handle customer conversations end-to-end: resolve issues, protect your brand tone, and keep response times under control — while documenting everything inside your helpdesk/CRM.

Inbound support

Orders, billing questions, service requests, cancellations, and issue resolution — with clear escalation rules.

Outbound

Follow-ups, customer updates, and satisfaction surveys (CSAT/NPS) to improve retention and close the loop.

Digital support

Chat, email, and social DMs with consistent tone, templates/macros, and structured ticket workflows.

L1 Technical Support

Basic troubleshooting + triage + escalation to your L2/L3 team — with documented steps and clear handoffs.

KPIs

Recommended KPIs

We track service KPIs that reflect speed, quality, and resolution — and share them weekly with actionable recommendations.
First response SLA (by channel)
Resolution rate
CSAT/NPS (if applicable)
Escalation rate
AHT / ART
QA score (sampled interactions)

Scope & Boundaries

Included: multichannel support based on scope; ticket handling, triage, documentation, and escalation; optional outbound follow-ups.

Not included (unless explicitly approved): legal/financial decisions; refunds/billing changes without policy + authorization; 24/7 coverage unless contracted.

Escalations & approvals: sensitive cases follow an escalation matrix; exceptions require client validation before execution.

Reporting & Cadence

Weekly dashboard + KPI summary (SLA, CSAT/NPS if used, volume, AHT/ART, resolution rate)
Quality review highlights + improvement actions for the next week
Optional: daily queue health snapshot (backlog, aging, SLA risk) and a weekly
Team working on coverage operations
Conectivo team

What we need from the client

  • Access to tools (helpdesk/CRM, knowledge base, shared inbox/phone system if needed) with role-based permissions.

  • Policies and playbooks (refunds, billing rules, escalation rules, tone of voice).

  • SLA targets by channel and escalation contacts.

  • A short onboarding window for shadowing and calibration.

Frequently Asked Questions

Everything you need to know about how we work and what to expect.

Ready to operate a US time zone aligned team without building it from scratch?

Ready to build your same-timezone coverage team? Let's talk about what's possible.

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