After reviewing the list below, if you still need help, call us at (800) 964.8176 (toll free), or select the live chat above to chat with customer service 24 hours.

General Questions   |   Implementation Questions   |   Billing Questions

General Questions

Q. What is Nveevo ?

Nveevo is a Nearshore all inclusive customer Service provider that prides to extend high quality-value customer service solutions to build scalable and repeatable relationships from its state of art Contact Center based in the Dominican Republic.

Q. What services does Nveevo provides ?

Nveevo specializes in all mayor forms of Contact Center solutions catered for businesses and organizations of varying sizes from industries of all sorts. It includes its ground-breaking Live Chat24/7, comprehensive Inbound Solutions, Answering Services and Translations Services.

Q. How does the service work ?

We provide pre-sales lead capture, customer service, and technical support 24/7 with our operators, so you don't have to. 

Q. What are the benefits of using your service ?

Using our services enables your business to be open 24 hours a day, 7 days a week, to offer other languages and reduce costs through outsourcing.

Q. What are your prices?

It depends on the type of service being requested. For Live Chat Support;

For other services such as Inbound Services, Translations Services or Answering Services please contact an account manager for further details at info@nveevo.com

Per minute rate varies on type of services from US$ 0.40 Cents to US$1.50. Please contact an account manager for further details at info@nveevo.com

Q. On Live Chat Support, how many domains can I add ?
You may add as many domains as you like.

Q. How can I subscribe to any of your services ?

It is very simple to sign up. Once you have selected the plan that best fits your company's needs, you will fill basic information regarding your company and choose your payment method If you need help signing up you can call us at (800) 964.8176 (toll free).

Q. Does this services really work ?

Of course it works! Nveevo helps businesses in very competitive markets by offering a human side to the customer base and offering a personalized approach to a delicate closure. Among our many diverse customers, none have met with more success than Real Estate, Mortgage, Medical and Enterprise fields. These industries have all found that chat is effective and low cost and have begun realizing the benefits of our Customer Service Solution.

Q. What industries do you have custom tailored solutions for?

We have tailored solutions for Real State, Telecommunications, Mortgage, Pharmacies, Medical and Enterprise, among others.

Q. I have a Call Center and I want business.

We have unique opportunities for Partners. Please visit Partners

Q. What guarantee do I have that you have qualified operators ?

Nveevo has an extensive and exhaustive qualifying process to ensure that we only select the best candidates for our positions. We provide customized training for all of our clients needs to ensure 100% Quality. Also when is required, we ask the operators to take random tests for your product so that you can approved their capabilities.

Q. How do I ensure quality of the inquiries answered ?

We regularly monitor sessions and review conversations to ensure the relevancy of the operators' responses. Our Return Resolution Report allows us to see which customers have their questions answered the first time, ensuring a pleasant user experience. Based on the traffic your help desk receives, adjustments are constantly being made to ensure an efficient and effective service.

Q. How are the representatives trained ?

Operators are interviewed and selected based on their proficiency in English, Spanish and/or German, typing speed, etiquette, and analytical decision making skills. Qualified representatives go through training sessions provided by a office manager. A support document and materials are required from the client which details the types of questions and answer pairs the operator should be prepared to handle.

Q. What happens if you cannot answer a question ?

When questions and requests arise which are out of the representative's scope, the standard process is to have the representative collect the customer's information, forward the information to a higher level support contact, and explain to the customer their request has been submitted.

Q. How many operators do you have available ?
We have more than enough capacity to handle thousands of interactions per hour and each client is assigned to a specific seat with set of operators, so they are trained on your site and products.

Q. How many clients can one agent handle at the same time?
It all depends on the type of service that they have to provide. The basic Customer Service where the agent only as to answer FAQ is handled with more ease than the Advanced Customer Service where the agent has to go to the customer's back-end system and look for the information.

Q. What is the average waiting time ?

The average waiting time to answer a call is 0.9 seconds

Q. How many calls / chats can you handle at the same time ?

We can handle an unlimited number of chats simultaneously.

Q. Will my personal information be sold to other companies ?

No, all information that you provide us is completely confidential between your company and ours. We never engage in this type of practice, and you may also view our privacy policy at Privacy Policy

Q. I am concerned with privacy allowing access to our information and processes to a 3rd party.

At Nveevo, we follow a strict Privacy Policy and code of ethics in which will keep your sensitive company information safe and vaulted. We are not in the business of sharing, selling, or redistributing your sensitive information to 3rd parties. For more information on our Privacy Policy, visit: Privacy Policy

Q. Is there a number I can reach you ?

You can reach us at (800) 964.8176 (toll free) or you can send us an e-mail to info@nveevo.com

Q. What regions do you service?

Our services are available globally.

Q. Is there a commitment plan or do I have to pay cancellation fee?

Although we have Terms of Service and Privacy Policy you are not bound by any contract and you can cancel at any time.

Q. What businesses do you provide support for?

We service customers that range from Small Businesses to Large Enterprises. Due to internal policies and procedures we are not able to convey the names of these companies through this FAQ.

Q. Any advice and information on how to work for your company ?
You can send your resume to info@nveevo.com and when we have any vacant, we'll contact you. Thank you for showing your interest in our company. 

Implementation Questions

Q. How many language options are there available ?

At the moment we offer 24/7 Chat support in English, Spanish and German. We will shortly be implementing other languages.

Q. Can your chats operators answer all basic information regarding my business ?

It all depends on the service plan that you choose.

Q. How can I send my company logo ?

It's really easy, you can just e-mail us your logo (jpg or gif format) to store in our servers or you can provide us with the "URL" where the logo is located.

Q. I don't have a Chat Button, what can I do ?

Nveevo will help you create your own customized chat Button that we can store in our servers and send you the button scripts so you can display it on your web site (s).

Q. Can I create my own scripts ?

Yes you can, or at no additional cost we can help you create your own script.

Q. Will I have records or detailed reports ?

Yes you will. Once completed, a transcript of the chat is instantly forwarded to your e-mail. We also provide detailed billing with your monthly invoice, which includes comprehensive statistics.

Q. Does your Software support Voice and data ?
Not at the moment, but you can provide us with your information so we can contact you as soon as we have it available.

Q. After the implementation process ends, how long does it take before service goes live ?

After we have received all necessary information, it usually takes us 48 to 72 hours to go live depending on various factors and service type. If the service that you have subscribed to requires training of our operators to become familiar with your product / service it may take up to 2 weeks. The process averages 4-10 days.

Q. What happens if the service goes down ?

Have dual redundancy facility. Therefore, if for any reason our principal location is down, our facility in the United States will take over.

Q. Do you have an SLA (Service Level Agreement) ?

Can be arranged upon request and type of service being requested.

Billing Questions

Q. What payment methods does Nveevo offer ?

You can use all major credit cards.

Q. What is the Nveevo billing cycle?

You are billed automatically every 30 days for your next monthly service in advance and your previous month's per chat charges.

Q. Where can I find my total amount due?

In your monthly detailed invoice or by calling the billing department.

Q. Where can I find details about billing adjustments and other charges?

In your monthly bill or by calling the billing department.

Q. Can I view and pay my bill online?

Your bill is paid automatically when we charge the credit card provided, monthly.

Q. Is payment by credit card secure?

Absolutely ! We use SSL (Secure Sockets Layer) encryption technology to assure complete online privacy and confidentiality.

Q. Can I use multiple credit cards under the same customer ID?

Unfortunately, you can not.

Q. How do I cancel my account?

Just send us an e-mail to billing or you can call our billing department.

Q. Can I get a refund if I decide not to continue with my account?

Unfortunately, you can not..

Q. Can I find out how much I owe right now?

Yes, by e-mailing or calling the billing department.