Market research


BILATERAL doesn’t believe in the black box approach to consumer research. We understand that each business challenge is unique. And because unique needs require a custom solution in order for the research to be the most effective, we start each marketing research project with a blank sheet of paper.

While we specialize in Hispanic marketing research(HSG), we focus first on truly understanding the questions you need to have answered and from there determine the customized research approach that best fits your needs.

Customer survey


Up sell, cross-sell and new product introduction support.

We understand that as your business grows, your sales team must source and win new customers while maintaining relationships, and renewing contracts, with existing clients. Contract renewals deliver sales income and support customer loyalty.

Cross/Up Sale Services:
Deliver contract renewals and sales revenues
Bundle and upgrade programs
Focus on meeting your business needs
Automate processes can be customized yet we encourage, for most projects, to involve agents at critical customer touch points.

Customer support


Delivering positive customer experiences by exceeding customer expectations is what customer service is all about. BILATERAL will enhance your customer's experience, and expand their lifetime value.

We handle thousands of customer service interactions a day such as account service, billing inquiries, technical support and service dispatch.

Customer retention:
BILATERAL Customer Retention experts combine consulting-led strategy and experience with market analytics and Agent training to take customer service to the next level. Our inbound reactive retention and outbound proactive retention strategies provide:

Decreased Costs with innovative, streamlined use of retention resources.
Decreased Churn by increasing accuracy in identification, understanding, and proactive retention of high-risk, valued customers.
Lower cost of save.

Measurable Results:
A leading Prepaid Mobile services client improved satisfaction and agent attrition with new BILATERAL’s New Hire Product training program that became the standard for its entire customer care network, including in-house contact centers.

Our 9 year successful story has allowed us to grow from a 200 seater call center to become one of the key players and biggest bilingual Contact Center Service provider in Colombia with operations in 3 different cities.

Up sell - Cross sell


Up sell, cross-sell and new product introduction support.

We understand that as your business grows, your sales team must source and win new customers while maintaining relationships, and renewing contracts, with existing clients. Contract renewals deliver sales income and support customer loyalty.

Cross/Up Sale Services:

Deliver contract renewals and sales revenues.
Bundle and upgrade programs.
Focus on meeting your business needs.
Automate processes can be customized yet we encourage, for most projects, to involve agents at critical customer touch points.

Retail support


• Cross Channels

Multi-channel customers spend up to 10 times as much as single channel shopper. At BILATERAL, we offer the tools to satisfy these new breed customers.

Advantages:

o Provide WOW service across multiple channels.
o Build brand loyalty with personalized, consistent help.
o Reduce waiting times.
o Enhance self-service to improve sales.

Collections


Early Stage
At BILATERAL we understand collections efforts as a critical point in building lifetime customer value. Our delinquency management approach to first-party debt collections actively build loyalty, working to change your customers’ mindset on repaying debts by motivating them in a courteous and professional manner.
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