Customer Care | Radial

Because Customers are Special

Radial gives every one of your customers the personal care they expect.

Interacting with customers requires a special combination of warm, fuzzy, and smart.

More than a service partner, Radial’s Customer Care service utilises industry-leading technology across six customer care centres to deliver a seamless interaction with every single customer. The world’s favorite brands trust us and our dedicated brand experts to act on their behalf.

We understand customer care involves more than simply handling customer interactions. Our highly trained representatives don’t just answer questions, they make recommendations, provide tech support, drive sales, and listen with the care and attentiveness your customers deserve.

But we don’t stop there. Every day we look for ways to improve with innovative solutions and services that give you and your customers more options to access information and quickly get to the heart of the matter on your terms.

During your peak selling seasons, our team works behind the scenes, scaling to your demand, keeping response times short and satisfaction scores high. Just ask our clients, who achieve higher customer satisfaction scores than our competitors and industry benchmarks.

16

million
contacts handled annually

3,800+

seats
globally

10

languages
native speakers
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Customer Care Elements

Interaction Analytics

Improve your company’s efficiency, reduce costs, and increase revenue while boosting your overall customer satisfaction scores Expert consultants review and analyse recorded interactions with your customers to provide valuable business insights and recommendations.

Social Media

Today’s most powerful customer care channel is also the one that can be the most overwhelming. Expertly manage your customer relations on Facebook, Twitter, and all other major social networks with a customised offering based on your unique needs. You can monitor activity to discover analytics and insights, or have our agents actively respond to and comment on to social media posts. Either way, you’ll know your valuable brand image is maintained.

Chat

47% of consumers who shop online prefer to check their order status or request additional product information via online chat. We at Radial are just as happy to chat. We have full-service chat solutions to answer questions and resolve situations in real-time.

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Case Studies

Customer success story

A Chocolate Success Story: How Godiva Increased Sales and Average Order Value Through Customer Service Interactions

Godiva Chocolatier, the global leader in premium chocolates, was looking for a way to increase sales conversion and average order value (AOV) in the contact center. The Chocolatier turned to Radial to provide a process and training on how to turn each customer call into a sales opportunity so that agents could successfully upsell customers.

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Because Customers are Special