Global Response

Customer experience is the business of this contact center company, which describes its approach as powered by technology and perfected by people. It says it has been in the field for more than 40 years and that more than 200 brands have entrusted it with their customers, and it presents its service as human-first, with specialists chosen to suit each brand.

Customer care matched to each brand

The company selects its specialists for each client so that they embody that brand's culture at every customer touchpoint. Its employees receive training and coaching, and the firm says that clients see gains in sales, retention and conversions after moving their customer work to its team. Outsourced call services form the core of the offer, supported by customer care that aims to make the brand's customers feel well looked after.

Channels from voice to social media

Customers can reach a client's brand by phone, email, live chat, mobile, social media or text message, and the company says it adjusts its service to whichever channel each customer prefers. The company says it customizes its services to each customer's needs, and presents its omnichannel service as one of its focus areas alongside customer support and sales.

Case studies from athletic and fashion brands

The company publishes case studies with brands from the sportswear and fashion sectors. One describes a sports brand that moved into e-commerce during the pandemic, with the company supporting its omnichannel customer work. Another describes a global sportswear brand whose online sales rose 25 per cent in 2021, while customer queries about orders and refunds fell by 28 per cent. A third concerns a social media monitoring project, which the company says cut costs by 84 per cent while widening coverage by 110 per cent. All of these are the company's own accounts of its work.

Analytics that support cross-selling

The company uses data analytics and cross-selling tools to help clients raise their average order value and sales across the product range. It argues that good customer service translates into higher conversions and retention, and treats the analysis of customer contact as part of the same service rather than a separate product.

Global Response is a customer experience provider that runs contact centre services for brands, including 24/7 call centre support. It has more than 40 years of experience and works with more than 200 brands.

What Global Response offers

• Outsourced call handling: customer care and call services run by specialists matched to each brand.
• Omnichannel support: service across voice, email, chat, mobile, social media and SMS.
• Customer support and sales: customer support and sales handling for client brands.
• Data and cross-selling tools: analytics used to help raise order value and sales across a product range.

Who it works with

Brands across different sectors, with published case studies from athleticwear brands such as FILA and LACOSTE.

Key facts

• Experience: over 40 years
• Clients: over 200 brands
• Service hours: 24/7 call centre services