Growth, Innovation,
Opportunity

Consumer Electronics

Everything is connected;
what could go wrong?

The typical American home has eight connected devices. That story is repeated across the industrialized world and will spread among developing nations, too. What happens when more people use more tools more often? The demand for customer care increases, and as technology becomes more complex, so do the issues that consumers encounter and the ways through which they seek resolution.

Our Solutions

How we service your industry

More people using more apps and platforms to do more things. What’s one result? More of a demand for customer service. The greater use of technology also means that the issues that arise are more complex. That’s why you need a customer service partner who is steeped in the digital world, up to speed on trends in user behavior, and there to be an extension of your brand.

We work with the customers of tech-driven companies every day. Many of those users depend on efficient and effective service in order to keep their businesses humming, and others rely on us at a more personal level. Either way, our teams know that quality customer care is at the heart of the user experience, and we have a track record of turning high-touch care into a retention and loyalty-building tool.

Download the Industry Overview
Contact Center
Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore, and offshore options:

Customer<br> Care
Customer
Care
Technical <br>Support
Technical
Support
Sales/Revenue <br>Generation
Sales/Revenue
Generation
Welcome <br>Calls
Welcome
Calls
Win-back
Win-back
Retention
Retention
Post Sales <br> Verifications
Post Sales
Verifications

Business Process
Outsourcing

Streamlining your business and back-office processes to drive greater efficiencies and performance:
Content <br>Moderation
Content
Moderation
Imaging
Imaging
Data Entry, <br>Mining, Management
Data Entry,
Mining, Management
Document <br>Indexing & Filing
Document
Indexing & Filing
Fraud & <br>Security
Fraud &
Security
Order Fulfillment <br>Logistics
Order Fulfillment
Logistics
Technology
Outsourcing
Working as an extension of your team or in collaboration:
Systems <br> Integration
Systems
Integration
Mobile App <br>Development
Mobile App
Development
Custom Software <br> Development
Custom Software
Development
QA & Testing
QA & Testing
Infrastructure & <br> NOC Monitoring
Infrastructure &
NOC Monitoring

Channels
We Support

Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

Consumer Electronics chat support

Chat

Consumer Electronics phone support

Phone

Consumer Electronics email support

Email

Consumer Electronics SMS support

SMS

Consumer Electronics social media support

Social Media

GlowTouch has been providing
personalized business outsourcing
solutions since 2002.

Our trusted performance and execution are underpinned by a highly-educated, loyal workforce, with innovative solutions crafted by award-winning leadership.
Certified Women Business Enterprise

Certifications

isoIas
A-LIGN
PCI DSS
soc
Hipaa Compliant
GWFM

Awards

iaopGisa
WFM-Certificate-icon-01_v2
inc5000
theFastFifty
siliconIndia
moversShakers
IAOP

Resources

View All
Press

Press

blog

Blog

Case Studies

Case Studies

White Papers

White
Papers

Solution Overviews

Solution
Overviews

Infographics

Infographics

Locations

Louisville, Kentucky
Dominican Republic
Manglore, India
Banglore, India
Location-mysore
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customer’s
happiness.

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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

  • Chat is cost-effective for clients and convenient for customers
  • Pro-active chat engages users based on their behavior
  • Chat means immediacy with no automated menus to navigate

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

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Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

  • Set the tone with a warm first impression
  • Convey enthusiasm and build rapport
  • Actively engage callers and listen to the voice of the customer

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

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Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

  • Sort and track responses, ideal for analysis
  • Equally effective when used onshore, offshore, or nearshore
  • Fits around the customer’s timetable

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

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SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

  • Text, in-app messaging, and Facebook Messenger
  • Conversations are seamless and can continue indefinitely without losing context
  • SMS is a pro-active means of asking questions and getting answers

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

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Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

  • Engage with customers about support issues or general sentiment
  • Monitor your organization’s social channels to hear what is being said
  • Respond to inquiries in real-time, providing the prompt action consumers expect

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

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WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our more recent offshore facility. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.
LEARN MORE ABOUT OUR WORK-AT-HOME SOLUTIONS