Customer Care - Providing Personalized Solutions | Radial

Customer Care

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 Core Customer Care service utilizes industry-leading technology across six customer care centers 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.

18

million
contacts handled in 2016

3.3

million
peak contacts

4,000+

seats
in the US and UK

Radial Wins NICE Award for Customer Service Excellence

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Customer Care Elements

Interaction Analytics

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

Social Media

Today’s most powerful customer care channel is one that can also be the most overwhelming. Expertly manage the customer experience on Facebook, Twitter, and all other major social media platforms with an 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 social media posts. Either way, you’ll know your brand image is intact.

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.

Give your customers quick access to information and free up your agents with an enriched self-service experience that allows customers to get the help and answers they need three times faster through a visual smartphone menu.


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Robotics and Workforce Intelligence Improves Customer Experience

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eCommerce Fulfillment

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Case Studies

Customer success story

Visual IVR Solution Helps Aéropostale Drive Customer Satisfaction and Loyalty

Aéropostale customers can now choose to quickly navigate a visual-based menu optimized for smartphones versus listening to audio prompts and interacting via voice. The result is a much faster and satisfying support experience.

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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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Customer success story

Brand-Name Apparel Retailer Adds Chat to Drive Customer Satisfaction and Conversations

One of the world's largest brand-name apparel retailers turned to Radial to add chat to their contact mix. The result was faster service and increased conversion.

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Customer Care