Radial Announces Global Expansion of Customer Care Services in Southeast Asia

Radial Announces Global Expansion of Customer Care Services in Southeast Asia

Press Room

August 13, 2020

New center in Iloilo City, Philippines, enables scalable, low-cost service options for retailers

KING OF PRUSSIA, PA – August 13, 2020 - Radial, the leader in omnichannel commerce technology and operations, today announced the availability of a newly opened customer care center in the Philippines. In unveiling the 37,448 square feet center in bustling Iloilo City, Radial is actively expanding its global presence in order to meet heightened customer care demands from some of the world’s largest brands and retailers. The new center will allow Radial to offer lower cost customer care options that can scale on demand.

“With the volume of ecommerce orders reaching unprecedented levels in the wake of COVID-19, a strategic approach to customer care has never been so crucial to the bottom line,” said Carey Stoker, Radial’s SVP of Customer Care Services. “Radial is well-known for helping brands pivot and scale rapidly, especially during peak season. Expanding our customer care presence globally was a strategic decision made to ensure cost-effectiveness and deep access to labor, so we can continue serving as an all-important ecommerce lifeline for our clients.”

Customer care needs have risen sharply as consumers increasingly prefer shopping online. As retailers and brands navigate the “new normal” of unpredictability, many are finding it’s necessary to scale their customer support services to new heights. With supply chains impacted and brick-and-mortar stores closing and re-opening, retailers must juggle new customer communication needs around shifting delivery timelines, emerging pick-up options, and more. Flash sales and the holiday season will only increase the need for customers to check their order statuses or request updates on returns processes. Radial’s global expansion will help retailers support sudden upticks in demand, and continue to maximize shopper loyalty, all without hurting the bottom line.

Spanning two floors, the new center in Iloilo City will have 150 workers supporting Radial clients by the end of September. The center was designed to provide an abundance of low-cost, English language capability, but can also support additional languages including Mandarin, Cantonese, Spanish, Korean, and Japanese. It offers a first-class infrastructure, utilizing the same industry-leading technology that Radial uses in the U.S. to deliver seamless customer interactions. These highly trained representatives at this new customer care center act as a true extension of retailer’s brands and are well-versed at keeping response times short and satisfaction scores high. Radial offers support for diverse customer care channels across its global network, including services for social media, online chat, messaging and SMS, Visual IVR and more. Customer care services also include business intelligence and interaction analytics, that improve efficiency, reduce costs, and increase revenue, all while boosting the customer experience and satisfaction scores.

Learn more about Radial's new center and low-cost customer support outsourcing.

About Radial

Radial, Inc., a bpost group company, is the leader in omnichannel commerce technology and operations. Premier brands around the world confidently partner with Radial to deliver their brand promises,