Nexway Customer care

The end-user experience is the cornerstone of your online sales success. Maintaining a high level of experience isn’t easy when you start to multiply your sales points. Nexway Monetize solves this by managing your end-user relationships with a localized customer care service. Nexway is World-class level 1 end-user support via email, live chat, and telephone in 12 languages over 3 time zones (EU, US, APAC).
• We support your customers for all issues related to payment, subscription & access to the product
• We answer emails & phone calls in 12 languages over 3 time zones:
Portuguese, Brazilian, Italian, Spanish, English, German, French, Dutch, Japanese (simplified and traditional), Chinese, Korean.
• We manage refunds
• We protect your end-user data & manage local compliances
• We provide live chat & manage ticket requests

Taking proper care of your customers after they have purchased is mandatory for the sake of your business. This needs to be done in your customers’ native language. You can rely on Nexway services to handle this part for you. Fast and easy!

Besides, Nexway Customer Support Team offers you a range of services to improve your conversion rate and maintain your brand’s reputation with your clients:

Self-service knowledge bases
The team is knowledgeable in deploying 24/7 self-service knowledge bases within your online stores.

Key performance indicators
As part of ongoing business review meetings with its clients, Nexway gives you detailed statistics on the types of customer issues it encounters. Contact center key performance indicators such as the average time of ticket resolution are also provided.

Cross-sells & upsells
The contact center team is incentivized to cross-sell and upsell your products as they engage with your customers. In particular, agents now leverage chat and email exchanges to quickly share personalized download URLs to convert PC customers into cross-device subscribers.

B2B telemarketing & sales
The contact center team is skilled in executing outbound telemarketing campaigns to qualify and – in some cases also convert – B2B leads. The contact center may also provide tailored quotes and manually process B2B purchases.

Questions?
We are always happy to help you and answer your questions about coding and other topics, please consult all our documentation, contact your account manager or contact our sales team.