Customer Care

At TradeGlobal, we understand that effective customer interaction can transform your customer care into a profitable, competitive advantage. We design a customer service solution based upon a complete understanding of your unique requirements and business objectives. Stella, a leader in customer service metrics, has consistently ranked our methods as “Elite” and “Excellent.”

ENGAGE

Today’s customer expects more and demands more. Our contact center is available around the clock regardless of how your customer chooses to contact us. Inbound or outbound, phone, email or chat – our customer support team will answer the call, every time. We offer:

  • 24 / 7 support
  • Inbound / Outbound customer service calls
  • Inbound / Outbound emails
  • Order entry
  • Chat / Social media support
  • Bilingual support team
  • Fraud review
  • Specialty services

LEARN

From the first interaction to the most recent, our customer service team is learning more about your brand and your customer. Teams are cross-trained for multiple brands so that a brand specialist is always available. With our state-of-the-art CallMiner technology, each call is recorded and analyzed, resulting in a constantly improving customer experience.

  • Cross training of key personnel
  • Core teams maintained
  • Integration of new technologies
  • CallMiner speech analytics
  • Brand training / Product specialists

REPORT

Our customer care center is often the first live interaction a customer has with your brand. TradeGlobal provides fully transparent access to all KPIs (key performance indicators) in every channel through our online Data Warehouse. Not only will we provide you with historical data on meeting and exceeding our SLAs (service level agreements), our team is constantly looking for ways to improve the customer experience and your bottom line.

  • CallMiner metrics & scoring data
  • Warehouse availability
  • Call center KPIs
  • Email KPIs
  • Chat conversion analytics