Customer Services
Elevating Customer Service for Global Brands
With over 20 years of customer experience (CX) expertise, THG Fulfil delivers scalable, multi-channel support designed to boost customer satisfaction, reduce contact rates, and enhance brand loyalty, while keeping operational costs low.
Our industry-leading CX solutions help brands to truly understand their customers, engage seamlessly across multiple channels, and improve sentiment - all while reducing operational costs.
Our CX Capabilities Include:
- Pre and post-sale customer support – Ensuring smooth customer journeys from purchase to resolution.
- Proactive customer engagement – Strengthening relationships through real-time, personalized communication.
- Checkout flow assistance – Reducing friction and increasing conversion rates.
- CX consultancy – Leveraging data-driven insights to optimize customer interactions.
- Order management – Seamless tracking, processing, and resolution.
- Multilingual support – Communicating in 30+ languages to serve a global audience
More Than Customer Service
We enhance brand loyalty, drive growth, and create standout experiences that set you apart from the competition.
Let’s elevate your customer journey, together.
85%+ customer satisfaction, measured using our proprietary THGX metric, a weighted score that captures sentiment across every customer touchpoint
4.4/5 average Trustpilot rating in 2024
Industry-leading agent efficiency, powered by intelligent agent assist tools
24-point drop in contact rate for Cult Beauty after integrating with THG Ingenuity systems, cutting operating costs by over 50%
Meeting Customers Where They Are
We connect with customers on their preferred channels: live chat, email, telephone, Apple Business chat, WhatsApp, social media, marketplaces and more.
Our global support teams are strategically located to provide seamless, 24/7 support:
- Cheshire, UK
- Wroclaw, Poland
- New Jersey, USA
- Durban, South Africa
- Guangzhou, China
Our industry-leading customer service capabilities combine skilled teams with powerful technology to help brands truly understand customer needs and interact on the channel that is most convenient for them. We’re committed to delivering exceptional service that boosts sentiment scores, while driving down operational costs.
With over 20 years of experience analyzing customer trends and contact reasons, we’ve built a scalable solution that delivers both efficiencies and cost savings. Whether you need boutique low-volume white glove support or large-scale contact center outsourcing, THG Fulfil has the expertise to support all levels of customer care.
More from THG Fulfil
Why THG Fulfil
We create seamless customer experiences that drive brand growth, loyalty and impact. Turning ecommerce fulfillment into your competitive edge.
Reports
Unlock insights, tools and strategies to streamline fulfillment and scale more efficiently in today’s fast-moving ecommerce landscape.
Case studies
Discover how brands like Holland & Barrett, Cult Beauty, Biossance, and Dermstore scale faster with THG Fulfil.
Why Choose THG Fulfil?
We are the operational backbone behind some of the world’s fastest-growing brands and largest retailers.
Backed by world-class global infrastructure, we’ve spent the last 20 years scaling brands into industry leaders, evolving beyond the limitations of traditional third-party logistics to build a proprietary operational ecosystem.
Our cutting-edge infrastructure and technology give us complete control over the customer delivery experience, enabling seamless, end-to-end execution at scale.
