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Customer Care

Global Reach provides outsourced, omnichannel customer support services. We deliver solutions to a range of businesses across industries, including online retail, by supplying and managing experienced agents to match your customer service needs — all at a low cost.

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use case customer care

 

Global Reach provides outsourced, omnichannel customer support services. We deliver solutions to a range of businesses across industries, including online retail, by supplying and managing experienced agents to match your customer service needs — all at a low cost.

Example Use Cases

Product Knowledge

Before customers commit to a purchase, they want to know that your product is right for them. Your website should give them all the information they need — but sometimes people want the reassurance of speaking with someone directly.

We hire agents specifically for your business and support them in understanding your products. In as little as 48 hours, agents can be deployed and ready to answer any questions, easing any fears potential customers may have.

Refunds and Returns

Refunds and returns are inevitable. Customers want to know your company’s policy, refund time estimates and how to return items before and after they’ve purchased your product.

Our agents are trained to understand, communicate and answer questions on your business’s refunds and returns policy. This gives customers peace of mind before they purchase a product, and clear information if they decide to return after they’ve made a purchase.

Complaints Handling

Providing the best customer support means that customers are happy with your product and your business. But sometimes there can be misunderstandings. Self-service solutions like FAQ pages can be insufficient — or frustrating.

Using high quality agents means you can solve complaints and issues to the customer’s satisfaction — and quickly. Our agents are adept at understanding your customers’ needs and frustrations, trained and ready to resolve issues, so you can get on with running your business.

Frontline Support

Not all problems can be solved by automated tools. Plus, people sometimes just want to speak to someone directly. As your primary contact point, front-line support sees the greatest number of queries — and the highest variabilities in volume.

Our agents have the interpersonal skills and knowledge to deal with common issues. And our scalable outsourced model means you aren’t using — and paying for — any excess resource.

Delivery Queries

A customer wants your product – great! But they want to know when they’ll get it.

 

Dealing with queries around deliveries is vital, particularly during holiday periods when deliveries may take longer than usual. If a customer wants clarity on when to expect a package, or if their order hasn’t arrived, customers can seek high-quality support through their preferred channel.

Discounts

Managing discounts is an important part of any online business, whether for a promotion, for new customers or if there are faulty codes.

Our outsourced approach provides access to an experienced talent pool. That means that while our agents are helping customers get the discounts they want, your team can focus on other important tasks.

Payment Problems

Particularly during busy periods, your site might be slow as it deals with extra traffic, and payments might take longer than usual to go through.

Our agents are trained to deal with these issues so customers can make the purchases they need and your business can continue to grow — in revenue and reputation.

Omnichannel Support

Customers want to be able to access customer service — the face and voice of your business — however they want, whether that's over the phone, through a live chat on your website, or by other means. That means quick responses and ensuring all channels communicate with each other.

Through our experienced agents, our customer service model provides customers with the information they need, regardless of when, how, or where they request them. We provide support over the phone, email, live chat, social media and directly on your website.

eCommerce support tickets across any channel.

Seasonal Scalability

scalability

 

Demand for your business is rarely consistent all year round. Factors including holidays or promotional deals means your demand fluctuates from month-to-month, or even day-to-day.

By outsourcing your customer service function, you choose and use only the capacity you need and when you need it. And by scaling up and scaling down based on your needs, you only pay for what you use.

Lower Costs

lower cost

 

Running a business can be expensive. Our outsourced pay-to-use model allows you to tailor a customer service solution to meet your business’s needs, and keep costs down.

You won’t pay a penny for unused extra capacity, overinvest unnecessarily or overcommit. This means lower costs alongside enhanced customer experience.

See what makes Gloabl Reach different for yourself

Book a call to learn more about how Gloabl Reach could help your business deliver a positive customer service experience that grows with you.

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