Multi-channel Customer Service
Inbound Tier 1 helpline solutions that resolve the pain points around ordering, delivery and post-purchase troubleshooting, turning negatives into positives. Our solutions are suitable for e-commerce, private business and the public sector.
Taking care of your business
We support growth and efficiency, by adding value to each stage of the purchasing process or customer relationship, using a powerful combination of people and technology.
- Increase sales and customer satisfaction
- Build trust, loyalty and brand equity
- Flexible, scalable solutions across all channels
- Switch on/off as you require
- Support your in-house customer service team
- Solutions for all sectors
How we can help you
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Inbound Customer CareOur advisors handle queries and give reassurance, helping you build good relationships with your customers. If specialised training is required, no problem!
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Brand GuardiansTrained customer service advisors have robust knowledge about your brand and products, building trust and loyalty through excellence and accuracy.
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Promotional HelplinesRaising brand awareness and forging stronger relationships with your existing customer base ensures we can leverage every campaign we partner on.
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Multi-ChannelFrom web/live chat to voice, multi-channel is essential. We assist your customers on whatever channel suits them best, showing them you care about their needs.
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Order Handling & ProcessingWe're available for situations where customers need reassurance and additional information about the products they want to buy from you.
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Overflow SolutionsWe can integrate with your in-house team to provide extra resources during times of increased demand, like Christmas, Black Friday, or a large multi-agency campaign.
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Vulnerable CustomersParticular care is taken by our Customer Support Advisors with customers who have a disability, disease or disorder that might affect their understanding or decision-making.
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Efficient WorkflowsWe're able to reduce post-call admin by categorising the call, allocating an appropriate priority for escalation, and completing a call wrap during the call itself.
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Data & ReportingWhether we use your customer service system or our own setup, you'll have access to detailed performance data for reporting from SCOPe.
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The Personal TouchWe offer multi-channel customer service that includes voice - this is especially important for building credibility and brand equity.
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Building RelationshipsWe handle retail customer service requirements for the entire sales funnel, from helping your customers make purchase decisions to after-sales troubleshooting.
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Flexible & TailoredYou can have our support continuously, or only switch us on when you need to. We can meet your entire customer service requirements or support your in-house advisors.
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Data SecureProtect, cleanse and analyse your customer data. Your data is safe in our hands - we're GDPR compliant and Cyber Essential Plus certified.
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ISO 18295 (Customer Contact Centres)We're aligned to these service requirements, which help us provide your customers with services that continuously and proactively meet or exceed their needs.
Granby’s approach
In our experience, great customer service encourages brand advocacy. We can turn negatives into positives, giving satisfaction that engages customers and forges loyal relationships. This facilitates long-term growth benefits.
Granby advisors integrate with your brand to deliver solutions to the pain points around ordering, delivery and post-purchase troubleshooting with confidence. Online solutions to customer service are effective and efficient, but to build trust you need to add voice. At Granby, we use a multi-channel approach to customer service that has been designed to build customer trust and satisfaction.
Tailored and flexible
Our advisors have been trained to your requirements and work within a benchmarked framework. In addition, as our client, you have full access to real-time performance data that can help you fix errors and inefficiencies quickly to help you reach – and exceed – your objectives.
Every business or organisation is unique, so our provision is flexible and can be built to your particular requirements. In addition, our data reporting helps you respond to issues with marketing or product information or internal processes, to continually improve sales.
Case study: beverage sector
This international brand has an in-house customer service team that takes voice calls from customers requiring support. We handle email enquiries and troubleshooting. We have secure logins to their system that are linked to an IP address. This is linked to our SCOPe/OrderSure module, which gathers data for reporting and real-time check-ins.
Our people and policies
Outsourcing your requirements to Granby means you’ll always have the right resources available, delivered by people who know how it should be done.
- Tier 1 customer care
- Specialist knowledge
- Vulnerable customer awareness
- Tailored workflows
- Benchmarked framework
Our process and technology
Our people-focused processes are supported by a customer service platform. OrderSure gives you critical insights into performance, highlighting opportunities for improvement and growth.
- API integration
- Secure data exchange
- Full visibility/integration across multiple channels
- Cuts down post-call administration
- Highlights trends and potential issues
Think we could partner?
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