Address
29-5, 5th Floor, The Boulevard Offices Mid Valley City, Lingkaran Syed Putra, Mid Valley, 59200 Kuala Lumpur
Work Hours
Monday to Friday: 8.30AM - 7.00PM
Customer Support
We provide proficient and cost-effective customer support solutions that enhance service quality, streamline operations, and bolster customer satisfaction while reducing your in-house overhead.
Building Lasting Client Relationships with Expert Customer Support from Kexxel BPO
At Kexxel BPO, we provide expert customer support services to help you meet your clients’ needs and exceed their expectations. Our highly trained and experienced team is available to assist with phone support, email support, live chat, or social media support, customising our services to meet your unique requirements.
By outsourcing your customer support to us, you can streamline your operations and improve your bottom line. Our goal is to help you provide exceptional service and support to your clients, building lasting relationships and differentiating yourself from your competitors.
Contact us today to learn more about how our customer support services can benefit your business.
Improved customer satisfaction
Increased efficiency
Cost saving
Customised support
Case Study 1
Leading provider of internet software tools.
The Client
Sophos Group plc is a British-based security software and hardware company.
The Challenge
There was no system or process in place to track requests from different sources.
Agents could not maintain a global view of customer’s request thus negatively impacting the Quality of customer service provided..
High incidence of lost tickets and incomplete information.
Customers were not happy with the support delays.
The existing system did not manage workflow.
Our Solution
Kexxel BPO using modern tools conducted extensive research by unifying interactions from different sources like email, Facebook, Twitter, and live chat. The Shared-Inbox solution meant that the customer service agents could serve customers more efficiently while preventing dropped tickets and lost conversations.
The Result
This one shift in the method of tracking paved the way to the team being able to provide the best customer experience.
Case Study 2
Leading healthcare consultants
The Client
United Healthcare Group Incorporated is a for-profit American multinational managed healthcare and insurance company based in Minnetonka, Minnesota. It offers healthcare products and insurance services.
The Challenge
The client was looking to outsource this project to an inbound Customer Support company with prior experience in the healthcare domain. They wanted a team of agents who could serve their needs of co-ordinating the high-volume of support calls where patients called in after purchasing medicals supplies and gadgets.
Previous BPO ‘s were not very succesfull in improving the Quality in customer support so the client was cautious of going down this path again.
Having heard of Kexxel through mutual business contacts, the client approached us with their proposal. This was a big shoe to fill however never one to shy away from challenges , Kexxel team accepted the proposal.
Our Solution
We improved recruitment by creating detailed profiles and using unique interview strategies that reduced attrition to 3%. This saved costs, allowing us to hold bonding sessions that lowered turnover and increased profits. We also provided emotional support and weekly training sessions for agents to share best practices and discuss challenging calls.
The Result
Our clients were ecstatic when the number of repeated Inbound calls diminished by more than 50% , the consistency of providing first call resolution where possible gave our customers the best & most effective care at first contact.
Looking For Strategic Partner
For Your Business? Engage Us Now!
Maximise Your Business’ Potential with Kexxel BPO’s Proven Experience and Dependability
