Customer Service Solutions
Turn post-purchase experiences into long-term customer loyalty.
Proactive communications, branded tracking and omnichannel customer support keep customers informed from dispatch through to delivery and returns.
AI-powered insights identify service friction across customer interactions, reviews and courier performance, helping reduce avoidable contact and improve the customer experience.
Real-time dashboards provide full visibility of service performance.
Customer service that outperforms the benchmark.
Our technology-led customer service operation combines AI, automation and CX expertise to improve service performance while reducing operating costs.
AI-Powered Customer Service
Smarter support, powered by AI.
Our internally built AI supports customers and CX teams with virtual agents, live guidance, conversation summaries and quality coaching, helping improve resolution speed, service consistency and operational efficiency.
Branded Customer Communications
Own the post-purchase experience.
Connect tracking, delivery updates and transactional communications through one branded experience, keeping customers in your ecosystem from dispatch through to delivery.
Clear, proactive communications reduce avoidable contact while creating opportunities to bring customers back into your brand.
20%
Reduction in “Where is my order?” queries
71%+
Open rate
25%+
Click-through rate
85%+
Customer satisfaction
CX Intelligence
Turn customer feedback into operational improvement.
THG Fulfil analyses customer conversations, reviews, sentiment and courier performance to identify service friction, understand root causes and reduce future contact.
Real-time dashboards provide visibility into performance, while CX specialists turn the insight into practical improvements across the customer journey. Performance is benchmarked against industry standards, with regular business reviews to track progress and identify further opportunities.
24/7 Omnichannel support
Always-on support, backed by specialists.
Brand-trained CX professionals provide 24/7 omnichannel customer service, achieving 82% first-contact resolution, with specialist second-line teams supporting escalations and more complex customer issues.
Frontline support
Fast, brand-trained service across customer channels.
Second-line support
Resolve escalations, product concerns, stock discrepancies and operational issues.
Proven CX transformation.
See how THG Fulfil has helped brands reduce customer contact, improve service efficiency and strengthen customer sentiment.
Biossance
Reduced customer service operating costs by 68%, cut contact rate from 25% to below 10%, and improved Trustpilot from 2.1 to 4.4.
Dermstore
Reduced contact rate from 24% to 17%, doubled agent performance and improved Trustpilot from 1.8 to 4.2.
Cult Beauty
Reduced contact rate from 37% to 13%, improved agent productivity and increased Trustpilot from 4.1 to 4.4.
Connect CX insight with fulfilment data
Go deeper with LIFT, linking customer behaviour and feedback with fulfilment performance and order-level data to understand how operational experience drives customer acquisition and retention and influences overall brand growth.
Built to Support Brands at Every Stage
Combine AI-powered technology, proactive communications, CX intelligence and expert customer support through one connected solution.