Let's talkCustomer operations for US companies and BPOs
Give your customers clear answers and your team room to grow. Conectivo brings bilingual customer support, reliable follow-up and back-office execution into one coordinated operation.
Your systems. Your standards. People accountable for the work, with AI supporting preparation, reporting and process improvement.
Your tools. A written procedure.
A person responsible for the next step.
People alongside automation
Escalations, upset customers and cases handed off by a bot need someone who can listen, follow your procedures and own the next step.
We work alongside your automation, with clear boundaries for what an agent can resolve and what needs your team.
Four services. One operating approach.
Voice, email and chat support in English and Spanish: order questions, account issues, returns and complaints. Agents follow your policies, document every contact in your helpdesk and escalate what needs your team, with the context already written down.
Explore customer support ↗First-line troubleshooting for consumer electronics and software: setup, connectivity, account access and known issues, following your knowledge base. What tier 1 cannot solve goes to your tier 2 with the steps already tried.
Explore tier-1 technical support ↗New inquiries contacted, qualified with your criteria and handed back with a clear next step: booked, closed with a reason, or returned to you. We never make the decision that belongs to your team.
Explore intake and follow-up ↗Case and order processing, data updates, document handling and follow-up tasks, done inside your systems with a checklist for every task.
Explore back office ↗Dedicated agents, with coverage and backup arrangements defined for your program.
From greeting to escalation, approved by you before go-live.
Review criteria and coaching built into the program, with weekly findings you can inspect.
Volume, open items, quality findings and the actions for next week.
Every case has an owner, a status and a clear next step.
Scope, access, training and any sector-specific requirements are reviewed before a program starts.
Yes. Start with a pilot from one dedicated seat. We agree on scope, channels, hours and review criteria before expanding.
Coverage is built around the hours your program needs. Business-hour, evening and weekend windows are scoped, staffed and priced before we commit.
Yours: your helpdesk, CRM, phone system and chat. Agents work in accounts you control, with access agreed for the program.
We agree on a launch date after reviewing the scope, staffing, training and access requirements. Your procedure is approved before go-live.
We do not promise numbers we have not measured with you. We agree on the metrics at kickoff and report on them every week.
We use AI internally to help organize information, prepare SOPs and reports, and review processes. Your data enters AI tools only with your written approval and agreed safeguards. People check the output and own the next step.
We review the volume, staffing and training needed, then agree on phases and a realistic start date.
Tell us about your volume, channels, hours and the work your team needs covered.
Book a 30-minute discovery call to discuss your workflow, coverage and next steps.
Book a 30-minute callinfo@conectivo.comBooking opens Calendly. Prefer email? Write to info@conectivo.com. No request is sent until you send the email. Please do not include sensitive customer information.
