Agile eCommerce Support for Changing Customer Expectations
Today’s customers expect fast, reliable, and expert support. Global Reach delivers just that—providing access to skilled, high-quality agents with the flexibility to scale services up or down as needed. You choose what you need, when you need it—ensuring a seamless experience that keeps customers coming back.
Every Basket. Every Customer. Consistently Exceptional eCommerce Support
In a crowded eCommerce landscape, customer expectations are higher than ever. With fluctuating demand across peak and off-peak periods, you need a service that scales with you—maximizing performance during busy times without the burden of excess costs during slower ones. Whether you outsource part or all of your customer service with Global Reach, we deliver high-quality support that keeps you competitive and cost-efficient.
Seasonal scalability:
TQ4 is a crucial period for eCommerce, with sales—and customer service demand—rising fast. Global Reach on-demand model lets you scale support up or down as needed. You get more agents when it’s busy, and avoid paying for unused capacity when it’s not.
Meet Rising Customer Expectations
Today’s customers expect great products, seamless service, and a personalised experience—every time. Global Reach network of specialised, high-quality agents works across multiple channels to deliver exactly that. With flexible capacity and channel choice, you can serve customers how and when they prefer.
Turn Logistics into Loyalty
Your brand is everything—and every customer interaction shapes it. At Global Reach, we match you with agents who reflect your brand values and understand your unique needs. The result? Customers who feel genuinely heard, supported, and more likely to return.
Cut Costs, Not Quality
Running in-house customer service comes with high overheads—from hiring to equipment to management. With Global Reach pay-as-you-use model, you get the flexibility to scale support as needed, without overspending. Deliver a great customer experience while keeping your costs under control.
Customer Service Built for Modern eCommerce
Today’s eCommerce landscape leaves little room for error—the difference between a loyal customer and a lost one can come down to a single interaction. At Global Reach, we understand the unique challenges of eCommerce support and design solutions specifically to meet them. Explore some of our real-world use cases to see how we help brands stay ahead.
Issues with delivery
We’re all busy, and we know deliveries can be problematic — even damaging to your brand. The solutions are easy, but time-intensive. Harness the power of outsourced agents today, and let them handle those routine but time-consuming logistics service requests. Allowing you to focus on your business, without leaving your customers in the lurch.
Faulty discount code
Free yourself from front line technical support like faulty QR codes, or improper discount code inputs. Outsource issues like these to our distributed agents and focus on the issues that demand your attention — growing your business, expanding into new territories, or releasing a new line of products.
Site crashes/bugs
When business is booming, your site feels the strain, particularly at busy times of the year. This can lead to issues and tickets arising that only add to the problem. They shouldn't dominate your customer service function, but they can if you’re not prepared. Our agents take away the pain of dealing with everyday issues through front-line support methods — leaving you to tackle the bigger issues when they arise.
Payment problems
When website traffic is high, payments can crash and customers might abandon their baskets. Sometimes this is completely unavoidable, and surprisingly common. Our agents are trained to handle any payment transactions over the phone. So when your customers are struggling, we are helping.
eCommerce support tickets across any channel
Whatever channel your customers prefer, you need the capacity to deliver. With our omnichannel capability, we can give you the freedom to handpick and design your channel strategy, deliver exceptional customer service, and save the pennies along the way.
Phone
Our agents are trained, selected and distributed to become an extension of your brand. So you can rest easy knowing your customers have access to the highest-quality agent-led resolutions.
Live Chat
Live chat customer service connects your customers with knowledgeable, industry-leading agents for resolutions that are quick, snappy and effective.
Detailed longer requests are common in eCommerce. Our agents are specifically trained to emulate the tone of your business, and write tailored, informative emails that’ll make your customers smile.
Social
Customers use socials for everything — even shopping! So harnessing the power of social platforms is one way to deliver helpful and efficient customer service in ways accessible to your customers.
Website
At Global Reach, we handle the response and resolution process with care, helping you shape the brand image you want through real customer experiences.