Digitally Empowered Customer Interaction

Leaders across
Channels & Customer
Experiences.

SUPPORT CHANNELS

Dedicated to supporting businesses on their journey to achieving their goals, we align businesses to deliver integrated customer experiences.

Optimizing the customer experience is an ever-evolving process that can make or break a business’s ability to remain competitive. However, in today’s business world, exceptional interaction can happen across different communication channels. These conversations need to flow across appropriate channels to meet the needs of the customer.

Understanding that all organizations have different support requirements, Globiva has developed capabilities that ensure we deliver the highest quality of engagement regardless of the channel. Whether it’s exceeding customer expectations or optimizing your operating processes, our agents, processes, and data insights across efficient channels allow us to focus on the customer and their needs. No matter what channel customers are on, we always think along with you and offer consistently robust support.

Voice

Social media, in-browser chatbots, and e-mails are great ways to communicate with customers, but sometimes customers need to hear your voice. As the most common channel, especially for customer interaction programs, voice allows for efficiency and an additional line of communication to enhance the customer’s journey.

We provide customized voice support in a variety of languages and have experience providing it to a wide range of end customers. Our industry-leading blended voice solutions for both inbound and outbound voice channels deliver best-in-class CX, cost of acquisition, and resolution.

E-mail

E-mail is a crucial channel for managing customer interactions. And your customer e-mail queries must be handled by a team of trained experts who can help you build better relationships with them. We have a highly skilled, trained and experienced team of call center professionals who are well-trained in the providing competent email support services.

Our skilled email support professionals can answer all your emails with appropriate and prompt replies. Therefore, we leverage this experience to provide a wide range of customizable e-mail support services to support all your business service needs.

Our tested and proven e-mail support solutions have continuously bridged the gaps between businesses and their customers. Our agents use our unified desktop to manage e-mail interactions on the same screen where they manage interactions on the other channels. Therefore, you can be assured that all e-mails will be answered accurately, as our team of experts understands how to prioritize e-mails, resolve them based on the nature of the requests, and deliver a prompt and personalized e-mail support service.

You can save on investing in a customer support or call center team and you can concentrate more on your core business functions. Our email support services can help you benefit from increased customer service quality and availability.

E-mail

E-mail is a crucial channel for managing customer interactions. And your customer e-mail queries must be handled by a team of trained experts who can help you build better relationships with them. We have a highly skilled, trained and experienced team of call center professionals who are well-trained in the providing competent email support services.

Our skilled email support professionals can answer all your emails with appropriate and prompt replies. Therefore, we leverage this experience to provide a wide range of customizable e-mail support services to support all your business service needs.

Our tested and proven e-mail support solutions have continuously bridged the gaps between businesses and their customers. Our agents use our unified desktop to manage e-mail interactions on the same screen where they manage interactions on the other channels. Therefore, you can be assured that all e-mails will be answered accurately, as our team of experts understands how to prioritize e-mails, resolve them based on the nature of the requests, and deliver a prompt and personalized e-mail support service.

You can save on investing in a customer support or call center team and you can concentrate more on your core business functions. Our email support services can help you benefit from increased customer service quality and availability.

Chat

Live chat is a proactive solution for providing a cutting-edge online customer experience without interfering with their activities. It is one of the fastest & friendliest ways to capture, screen & convert website leads. As an all-in-one customer service solution, we create a personalized connection with your customers using our digital live chat support to provide them with the seamless support they are looking for.

Our unified desktop with multi-chat service is not limited to only the chat platforms. Without toggling between screens, we provide a fully managed live chat service on your website. The live chat support allows the agents to simultaneously attend to multiple chats, enabling improved agent productivity and a better customer experience.

Social Media

Today’s customers expect excellent customer service from any organization, and social media offers a way to provide excellent customer service around the clock. Social media is an increasingly important customer service channel where customers expect a response within minutes.

We have extensive experience with all of the major social media platforms. As the content-moderation partner on social media platforms, we customize the content across your social media outlets to deliver your message and uniquely engage your fans and followers.

Social Media

Today’s customers expect excellent customer service from any organization, and social media offers a way to provide excellent customer service around the clock. Social media is an increasingly important customer service channel where customers expect a response within minutes.

We have extensive experience with all of the major social media platforms. As the content-moderation partner on social media platforms, we customize the content across your social media outlets to deliver your message and uniquely engage your fans and followers.

OUR SERVICES

In a world where technology is increasingly becoming a commodity, digitizing business and increasing customer expectations have led to a fast-paced, hyper-connected market that makes customer experience the most vital differentiator for brands. And consequently, the role of the contact center has never been more critical.

From banking and insurance to healthcare, retail, travel, and government — whatever your field, communicating with clients and their customers through correspondence is a critical requirement. At Globiva, we are incredibly people-focused, investing in associates to better serve our clients and their customers. Our workforce has the social, emotional, and problem-solving skills to handle every complex issue that your customers can’t solve through digital self-service.

Our customer lifecycle management services create an omnichannel experience for improved acquisition, customer experience, retention, and receivables management through an efficient customer journey mapping process.

Acquisition

Unless you have the first-mover advantage, acquiring new customers & retaining them is a significant challenge in today’s hyper-competitive landscape. Customer acquisition is a necessary part of a successful lead generation marketing campaign because it defines the processes, we employ to generate interest, traffic, and ultimately, clients and revenue for your business. We build industry and business-specific operating models to help you find, acquire, and engage with prospective customers across all channels. We help our clients optimize customer acquisition by leveraging technology and analytics to drive a better customer experience, increase the quantity and quality of leads, and higher conversion rate.

Customer Experience Service

Nowadays, customers are highly informed and full of options, and customer satisfaction is no longer a buzzword. Customer experience is now an integral part of any company’s revenue strategy.

Looking to Improve Your Customer’s Experience?

Our Digitally Empowered Customer Interactions offer omnichannel support that enables customers to move effortlessly between channels while optimizing their engagement. We engineer CX journeys for our clients through our ‘Customer-first’ core values. Our customer interactions are script-free conversations and simplified to deliver a first-time resolution.

Services

Nowadays, customers are highly informed and full of options, and customer satisfaction is no longer a buzzword. Customer experience is now an integral part of any company’s revenue strategy.

Looking to Improve Your Customer’s Experience?

Our Digitally Empowered Customer Interactions offer omnichannel support that enables customers to move effortlessly between channels while optimizing their engagement. We engineer CX journeys for our clients through our ‘Customer-first’ core values. Our customer interactions are script-free conversations and simplified to deliver a first-time resolution.

Retention

In this era of instant customer gratification, companies need to manage customer retention strategies to achieve higher revenue and customer delight. As it is very costly to source new customers continually, customer retention is critical. With our experience as a leading BPM service provider, Globiva has expertise in managing customer retention and loyalty programs for businesses. We provide accurate information, candid solutions and take complete ownership of the resolution to win back our customers.

We proactively identify churn, allowing us to provide customized offers that strategically improve retention and help achieve higher revenues and drive customer delight.

Receivables

In an ever-changing business scenario that demands doing more with less, past-due rates that surpass expected limits can become a massive problem that can impact your cashflow and financial challenges.

We understand that efficient receivables management processes for better enterprise outcomes and agility are business imperatives. Therefore, our receivables management solutions apply effective collection strategies, compliant procedures, and understanding of customer sensitivities to deliver reduced delinquencies & recovery without adversely affecting the reputation of your brand.

Receivables

In an ever-changing business scenario that demands doing more with less, past-due rates that surpass expected limits can become a massive problem that can impact your cashflows and financial challenges.

We understand that efficient receivables managing processes for better enterprise outcomes and agility are business imperatives. Therefore, our receivables management solutions apply effective collection strategies, compliant procedures and understanding of customer sensitivities to deliver reduced delinquencies & recovery without adversely affecting the reputation of your brand.