Our promise to you
#1 We focus on the business outputs you ultimately seek
- Completely focused on helping you scale your operations flexibly, affordably, orderly, and successfully.
- Totally committed to driving strong customer relationships, so you’ll benefit from your customer’s loyalty and repeat business.
- Helping you achieve high customer retention and revenue expansion, while you focus your internal resources on high-level activities like customer acquisition, product innovation and development
- Building a great reputation for your product, service and company
- Gaining greater insights about your customers to improve the experience and the product.
#2 We deliver a superior customer experience geared to increase retention and expand revenue
- We provide an addictive customer experience that will lead to delight, renewal and retention. We help you ensure you have a successful customer engagement because we do things from a perspective of CX and customer success, throughout the various touch points of the customer experience journey.
#3 Peace of mind. Guaranteed. Because we live and breathe your customer’s CX success.
- Combining years of experience in customer and user support in all types of settings, from enterprise infrastructure to software to SaaS to IoT, our focus today is on helping subscription-based businesses scale and succeed.
Why the Customer Experience Journey is Key to your Company’s Growth
Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one. This is especially true in the IoT and the subscription economy, where monthly recurring revenue (MRR) is becoming the norm. While adding fresh customers to your pipeline is crucial, retaining customers and turning them into brand ambassadors is what drives growth.
Visualizing the entire customer experience journey instead of focusing on individual interactions and delivering on it reduces churn and grows your customer base. It improves customer satisfaction; it inspires customer loyalty; it motivates customer advocacy; it gives you a competitive advantage; it increases revenue and sales; and it builds stronger customer engagement. Beyond developing brand ambassadors and retaining clients, a positive customer experience also positions you to be able to upsell or cross-sell additional products or services.
By partnering with a company that understands the customer experience journey and all the touchpoints involved, you can complement your own internal assets with CX Success expertise and provide a more comprehensive experience to your users. Moreover, if you take advantage of the footprint that those customer interactions and the use of your product leave behind, you can gain valuable insights – to improve your product or service, improve the customer experience, reduce churn and innovate into new areas. Big data and powerful analytic tools are the secret sauce to turning customer journey support into a weapon of mass retention.
For Internet of Things (IoT) companies these opportunities are even richer, as you are able to take advantage of the data that the devices themselves generate. They can inform marketing and operational decisions based on product use, help you predict and anticipate product issues, help you drive adoption of certain features, among others, all to the benefit of your customer and the customer experience journey.
Infolink-exp is all about the customer experience journey, that sequence of key customer interactions from onboarding to renewal or upgrade – it’s part of our DNA. We live and breathe CX success.
José Antonio González
Founder and CEO
Computer Science and MBA grad from UT Austin. Passionate about starting and growing companies that create value for all involved. Have split professional career between native Juarez, Mexico and San José, California. Singer and Opera lover.
Guillermo Sánchez
COO
Imagineer, looking for new ways to do things. Love literature, professional illustrator, amateur writer and Artemisa’s dad.
Amy Lau
VP of Growth and Strategic Accounts
Amy has a deep background in sales and leadership within startups and global enterprises like IBM, Oracle, Microsoft, Cisco and Salesforce. Her client-relationship experience and value-based approach builds lasting relationships with clients that transcend opportunities to create lifetime raving fans. Amy has degrees in Business Administration and Literary Fiction.
Daniel Nevarez
Director of Finance and Administration
Experienced administrator. Hobbies: Target shooting, Foodie. Always cares about the needs of others.
Brenda Berumen
Head of Marketing
Designer. She loves being outdoors capturing the beauty of the planet through photography. Passionate about innovation and helping companies grow through branding and marketing. Her two main interests: Sustainability and Design.
Marit Hov Bjellvåg
Head of Operations - Europe
IT Service and Support Management background. Motivated by learning environments where I can grow personally and professionally to be a better version of myself. I enjoy organizing and being creative. Love the mountains and greatly fascinated by the sea. She lives in Malaga, Spain and have a grown-up son.
Guillermo Martínez
Zahoree Architect
I’m always looking to help companies and organizations embrace the latest technologies to solve their complex problems in the best way possible.
Pierre Massaad
Head of Training
Experienced trainer and teacher with 15+ years of customer service experience. Master’s degree in Biotechnology. He loves traveling, cooking, reading, and playing tennis.
Vanessa Chavana
Client Success Manager
Information Technology Engineer. Always looking forward for new challenges. Mother of two children, loves pizza, wings, and fries with cheese.
Joel Flores
Client Success Manager
Clients always request him by name. Reliable and organized leader. Hobbies: In search of the best horror film known to mankind.
Mario Ordoñez
Client Success Manager
Sophisticated. As a Service Manager, he values human relations, time, and results. Aviation is his passion. He also loves to spend time with his family and friends. Always smiling.
Gabriel Ramírez
Client Success Manager
Team player and hard working. Excited to take challenges and love to make things right. Always smiling.
Hugo Benavides
Client Success Manager
Industrial Engineer with Project Management knowledge. I have a big passion for Customer Support and love new challenges at work. Always a team player willing to stretch my hand to anyone that needs it. My mind is always looking for new ideas to improve myself. I’m also a great cinema aficionado.
Ana González
Team Leader and QA Coach
Has a degree in Literature. Avid reader, aspiring writer, coffee addict and hard worker.
Tony Barreca
Board Member
B.A. In Philosophy. Tony has spent 35+ years in Silicon Valley as a Director of Engineering, VP of Product and Business Development, as well as company founder. He was responsible for setting product direction, creating product road maps and functional requirements and specifications documents, and helping define business strategies for Sun Microsystems, Lightpole and Boxbe, among others.
Kristen Hayer
Board Member
Kristen Hayer is the Founder & CEO of The Success League, a consulting firm focused on customer success. She believes that customer success is the key to driving revenue, client retention and exceptional customer experiences. Prior to founding The Success League, Kristen built and led several award-winning customer success teams. She has published over 60 articles on customer success, and hosts the popular customer success podcast, Strikedeck Radio. Kristen received her MBA from the University of Washington in Seattle, and now lives with her family in the Bay Area.
Alberto Gutiérrez
Board Member
Sr. Director, Big Data Analytics at Asurion, PhD, Electrical Engineering. Alberto is a Big data analytics and data scientist leader with track record of creating business value from data analytics, technical team and people development. 20+ years of experience in mobile devices, big data analytics systems, statistical algorithms, predictive modeling, and artificial intelligence. Passionate about innovation with 16 granted patents. Specialist in the software development life cycle including ideation, Agile-Lean development, quality, scale and delivery.
We take great care to choose only the best people to work with you as our client and with your customers. Now that you’ve met us and know what we can do for your growing technology business, how about giving us a call?
