Food & Beverage
Industry

The global food and beverage industry is a study in contrasts and
how unexpected events shape human behavior.

Food & Beverage

F&B will grow into a $7 billion
annual market in the next few years.

Thousands of new products are released every
year and the key business driver will be the
continued rise in ecommerce.

Revenue is climbing by 50% as consumers adjust to ordering groceries online, eating out less, and otherwise coping with the economic slowdown that Covid-19 triggered. This is a massive industry with an enormous number of moving parts, some of which can be overlooked at first glance. Before items ever reach a grocer’s shelves or a restaurant’s kitchen, there are farms and fisheries, meat and vegetable packaers, and logistics and trucking companies who are involved.

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.

customer service

Contact Center Outsourcing

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

Business Process Outsourcing

Streamlining your business and back-office processes to drive greater
efficiencies and performance:

Technology Outsourcing

Working as an extension of your team or in collaboration:

Channels We Support

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

We understand that games are often works in progress which are subject to ongoing development. This makes hearing the voice of the customer all the more vital.

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.

Certifications

Awards

Resources

Press

Food

Blog

Case Studies

White
Papers

Solution
Overviews

Infographics

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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.

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.

Voice

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

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:

Email

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

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.

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

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.

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:

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.

WBENC

As 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 an NMSDC and 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 NMSDC and WBENC certifications 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.

San Antonio, Texas

One of the nation’s fastest-growing metros, San Antonio is home to an experienced, bilingual agent pool and a growing BPO industry. In a city famous for “remember the Alamo,” our agents deliver memorable customer service.

Santo Domingo, Dominican Republic

Built to accommodate expansion, our contact center in Santo Domingo is home to a bilingual corps of associates who are skilled in tech support, sales, and general customer service. The Dominican Republic has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Philippines

Our 28th floor perch over Pasig City district of Manila is ideal for watching the BPO industry’s expansion in the Philippines. Designed with room for expansion, this location is poised for growth and provides us with a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

Mangalore

With two locations and more than 100,000 square feet of production floor space, Mangalore is built to handle programs of all sizes. Agents have access to on-site 24/7 cafeterias and a medica clinic, while visiting clients can stay in hotel-style rooms on the grounds. Both buildings have room for further expansion and served by the technological infrastructure one would expect from a digital city.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. 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.

Miami

A hub of international language capability, our workforce in this market is suitable for any size program with the ability to quickly scale.

Bangalore

One of India’s ‘smart cities,’ this location features a young, educated, multi-lingual workforce and a scalable work environment.

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.
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