Customer Care
Global Reach specializes in outsourced, omnichannel customer support. We partner with businesses across industries — including online retail — to provide experienced agents who deliver personalized service, all while keeping costs affordable.
Scalable Support Services
Our flexible support service allows you to easily scale agent resources up or down to meet seasonal demand or unexpected spikes. Our experienced agents handle customer queries across multiple channels, so you can focus on growing your business.
How We Can Help
Customers expect excellence, and your product delivers that. But your customer service — the face of your business — must match that standard too. Aligning the right agents with your business is key. The right person, with the right information, at the right time can turn a simple interaction into an outstanding customer experience.
Example Use Cases
In-Depth Product Expertise
Before making a purchase, customers need to be sure your product is the right fit. While your website provides essential information, sometimes customers prefer the reassurance of speaking directly with someone
We hire agents tailored to your business and ensure they’re thoroughly trained on your products. In as little as 48 hours, they’re ready to address any questions, easing potential customers' concerns and boosting their confidence.
Returns & Refund Process
Refunds and returns are a natural part of business. Customers want clear information about your policy, expected refund timelines, and the return process—both before and after making a purchase.
Our agents are fully trained to understand and explain your business’s refund and return policy. This ensures customers have the confidence they need before making a purchase and receive clear guidance if they need to return an item afterward.
Handling Customer Complaints
Delivering top-tier customer support ensures your customers are satisfied with both your product and your business. However, misunderstandings can still occur. Self-service options like FAQ pages may fall short or even lead to frustration
By using top-tier agents, you can resolve complaints and issues swiftly, ensuring customer satisfaction. Our agents are skilled at understanding your customers' concerns, trained to handle and resolve issues efficiently, so you can focus on growing your business.
Frontline Assistance
Not every issue can be resolved by automated tools, and sometimes customers simply want to speak with a real person. As the first point of contact, frontline support handles the most queries, often facing significant fluctuations in volume.
Our agents possess the interpersonal skills and expertise to handle common issues efficiently. Plus, our scalable outsourced model ensures you only pay for the resources you need, without any excess.
Delivery Support
A customer is excited about your product — fantastic! But they also want to know when it will arrive.
Handling delivery queries is crucial, especially during peak seasons when delays are more common. Whether customers need clarity on delivery timelines or are following up on a late order, they can access reliable support through their preferred communication channel.
Discounts
Managing discounts is a key aspect of any online business, whether it's for promotions, new customers, or resolving faulty codes
With our outsourced approach, you gain access to a skilled talent pool. While our agents assist customers in securing the discounts they need, your team can focus on other critical tasks.
Payment Issues
During peak periods, your website may experience slowdowns due to increased traffic, causing payment processes to take longer.
Our agents are trained to handle these situations, ensuring customers can complete their purchases smoothly while allowing your business to grow — both in revenue and reputation."
Multichannel Support
Customers expect to reach customer service — the face and voice of your business — on their terms, whether by phone, live chat, or other channels. This means fast responses and seamless communication across all touchpoints.
With our experienced agents, our customer service model ensures customers get the information they need, no matter when, how, or where they reach out. We offer support via phone, email, live chat, social media, and directly on your website.
eCommerce Assistance via Any Channel
Your customers expect support on their preferred channel, and you need the flexibility to deliver. With our omnichannel capabilities, we empower you to customize your channel strategy, provide outstanding customer service, and optimize costs at the same time.
Flexible Seasonal Support
Your business demand rarely remains steady year-round. Events like holidays or promotional offers can cause fluctuations in demand, sometimes on a month-to-month or even day-to-day basis.
Outsourcing your customer service allows you to scale capacity up or down as needed, ensuring you only pay for the resources you use, exactly when you need them.
Budget-Friendly Solutions
Running a business comes with its costs. Our pay-as-you-use outsourced model lets you customize a customer service solution that meets your needs, while keeping expenses in check.
You only pay for the capacity you actually use, avoiding overinvestment and unnecessary expenses. This ensures lower costs without compromising on customer experience.
Does your eCommerce business require customer care support?
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.