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Multi-channel Customer Service

Building trust, loyalty and brand equity

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.

  • Chloe on a call

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

  • Inbound Customer Care
    Our advisors handle queries and give reassurance, helping you build good relationships with your customers. If specialised training is required, no problem!
  • Brand Guardians
    Trained customer service advisors have robust knowledge about your brand and products, building trust and loyalty through excellence and accuracy.
  • Promotional Helplines
    Raising brand awareness and forging stronger relationships with your existing customer base ensures we can leverage every campaign we partner on.
  • Multi-Channel
    From 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.
  • Order Handling & Processing
    We're available for situations where customers need reassurance and additional information about the products they want to buy from you.
  • Overflow Solutions
    We 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.
  • Vulnerable Customers
    Particular 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.
  • Efficient Workflows
    We’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.
  • Data & Reporting
    Whether we use your customer service system or our own setup, you’ll have access to detailed performance data for reporting from SCOPe.
  • The Personal Touch
    We offer multi-channel customer service that includes voice - this is especially important for building credibility and brand equity.
  • Building Relationships
    We handle retail customer service requirements for the entire sales funnel, from helping your customers make purchase decisions to after-sales troubleshooting.
  • Flexible & Tailored
    You 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.
  • Data Secure
    Protect, cleanse and analyse your customer data. Your data is safe in our hands - we’re GDPR compliant and Cyber Essential Plus certified.
  • 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.

  • woman using tablet device

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
  • SCOPe graphic

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
We found an excellent partner in Granby Marketing, who’s dedicated team help us to better serve our customers.
Bradley Hirst – Technical Services Manager at Knauf Insulation

Think we could partner?

Think we could be the partner for you and are interested in working together? Call us or fill in the contact form and we will get the ball rolling!
  • cyber essentials plus
  • investors in people
  • BRC storage & distribution certificated
  • iso 14001