customer satisfaction is never on hold

GSI Commerce^® offers innovative technologies to provide top-quality customer service. We invest in talented agents and high volume facilities to deliver a level of service that you can be proud to call your own. Backed by a sophisticated customer management system and brand-specific training, our customer service representatives are experienced in providing exceptional service and driving additional sales.

Because our customer care services are tightly integrated with our technology and fulfilment platforms, our agents have full visibility into product information, inventory availability and order status. This enables them to meet and exceed your customers’ expectations for fast, reliable support.

Brand Training

To ensure that the contact centre offers the same levels of expertise as other marketing channels, we believe that agents need to be embeded in the values of your brand.

To replicate the face-to-face experience for your customers in-store and match these expecations on telephone calls and online, all customer care agents who serve your customers receive extensive product and brand training.

With a comprehensive understanding of your business, our representatives turn customer inquiries into revenue and relationship building interactions. 

E-commerce and Multichannel Support

Our representatives are prepared to support customer inquires and transactions from any of your sales channels. We handle ship-to-store, catalogue orders, e-mail requests, phone orders,  online/offline gift card and coupon redemptions, and more.

Quality Monitoring

We engage our partners in calibration sessions to determine the quality monitoring process they prefer and to share feedback from customer calls and agent surveys.

In addition to having in-house quality specialists who closely monitor each representative’s performance, we employ sophisticated tools within our technology platform to evaluate and rate them. We track everything from average response time to call abandon percentage and call handle time.

Scalability

GSI maintains a scalable customer service capacity, enabling us to easily accommodate expected and unexpected shopping peaks. Globally, we have five customer care centres totalling more than 2,000 seats, as well as contingency and peak capacity arrangements. We also provide unlimited interactive voice response (IVR) capacity and failover capability.

Integrated CRM System

We leverage a robust customer management system to drive high conversion rates and deliver personalised assistance to your customers.

Our system generates real-time product recommendations and offers based on a customer’s shopping history and product associations, enabling our sales trained representatives to capitalise on up-sell and cross-sell opportunities. This is a win-win capability: you give your customers a quality shopping experience tailored to their preferences and at the same time you can realise higher average order values and more units per transaction.On average 22% of our partners revenue is generated through contact centre interaction.