Customer Services
Elevating customer service for global brands
With over 20 years of CX expertise, THG Fulfil delivers scalable, multi-channel support that boosts customer satisfaction, reduces contact rates, and enhances brand loyalty, while keeping operational costs low.
Our industry-leading CX solutions empower brands to understand their customers, engage seamlessly across multiple channels, and enhance customer sentiment - all while reducing operational costs.
With 20+ years of expertise in customer trends and contact optimization, we’ve built a scalable solution that delivers everything from premium white-glove support to large-scale contact center outsourcing.
- Pre- and post-sale customer support – Ensuring smooth customer journeys from purchase to resolution.
- Proactive customer engagement – Strengthening relationships through real-time 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 score, with our in-house weighted sentiment metric (THGX) combining all sentiment touchpoints into one single score.
Average Trustpilot rating of 4.4 out of 5 stars in 2024, increasing from an average of 4.1 in 2023.
Industry-leading agent efficiency achieved, supported by agent assist capabilities.
24ppt reduction in Cult Beauty contact rate following integration with THG Ingenuity systems, reducing operating costs by over 50%.
We meet customers where they are
On their preferred channels: live chat, email, telephone, Apple Business chat, WhatsApp, social media, marketplaces and more.
Our teams are strategically located to provide seamless, global, round-the-clock support:
- Cheshire, UK
- Wroclaw, Poland
- New Jersey, USA
- Durban, South Africa
- Guangzhou, China
Our industry-leading customer service resource and technology proposition empowers brands by understanding what their customers need, meeting them via a channel convenient for them. We pride ourselves on delivering exceptional customer service, increasing sentiment scores whilst reducing operational costs.
Over the last 20 years we’ve invested in understanding customer trends and contact reasons to drive efficiencies and cost savings for our clients. Whether it’s boutique low-volume white glove support or large-scale contact centre outsourcing you’re looking for, THG Fulfil can 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
Access valuable insights, tools, and guides to help you optimize fulfillment and scale smarter in today’s fast-moving ecommerce world.
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. With a world-class global infrastructure, we’ve spent the last 20 years transforming our own brands into industry leaders, quickly moving beyond the limitations of outsourced 3PLs in the early years to develop our proprietary operational ecosystem. This cutting-edge infrastructure and technology give us complete control over the customer delivery experience, ensuring seamless, end-to-end execution at scale.
