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A customer buying in a retail complex


  • Scalability
  • Live Chat Assistance
  • Telephone Answering
  • Email Handling
  • Social Media Support

Our experience in the Retail Sector

Arema Connect helps you serve your E-commerce customers with inbound call services. With advancements and growth in online shopping so does the advancement in providing an always available customer care. By shopping from many devices whether it be smartphone, tablet, or Desktop, we help your customers via the many channels available to them 24-hours, always. We help many clients in online retailing who benefited from our comprehensive multi-channel services.

Our Client in the Retail Sector

Our client, a major manufacturer and retailer of seasonal furnishings. Their Global export offering also includes complementary themed accessories. With their online product offering they have benefited from a suite of support services from us. Our client delivers the highest quality premium products, refelcted in the customer service provided to their Customers’ shopping experience. We provide our client with a range of multi-channel services. We deliver a 24/7 always connected service, providing tailored customer support via Web Chat, Email Handling and Telephone answering and social media monitoring.

Our Contact Center Services for this Client

Our multi-channel contact center provides for both inbound call services across a multi-channel solution to our clients’ global customers. We carryout secure payment and sales processing, customer inquiries, product returns and logistics. Our client unified and integrated their customer as a suite of services through an omni-channel means. By unifying their contact support helps them reduce their costs, while providing a holistic approach in providing the best customer experience possible.

Omnichannel Information Support

Our dedicated support agents assist the customers with many inquiries related to online shopping. Through our CRM system, we have devised an efficient first contact resolution knowledgebase system, we apply an agile approach to reducing the customers pain points in their shopping experience. Forward Escalation to the specialist team, for more complex queries. All information is recorded in our clients’ Customer Relationship Management (CRM) software in line with security and data protection regulations.

Online Account Management

Our clients customer facing website allows for Personal Accounts creation, allowing for online account management, Purchase of Goods and as portal to their Customer Service. Our dedicated agents can support customers with issues that need troubleshooting, such as: Account Setup inquiries, password reset, invoicing & Conformation. This service can be provided through phone, email, SMS text messages and live chat.

Order Sales Support

Customers can buy their goods online or through our call center. We provide them with:

  • Information about products, pricing and delivery
  • Processing of Payment using our PCI compliant software
  • Online Purchase Enquiries
  • Aftersales Support
  • Reverse Logistics assistance

All customer sales are fulfilled through a secure system for payment processing inline with the standards in payment protection

Cancellation & Refunds Management
We process account management through various customer support channels channels, particularly by our call answering service. Order cancellation and refunds processing are carried out and managed by our dedicated teams. We carry out this processing inline with industry standards within a dedicated Customer Relationship Management (CRM) platform.

Retail Case Study Results

Arema Connect has been working in partnership with our client for the past several years. Through our long-term working relationship over the years, and the synergy between our shared teams has increased effect in sales and customer service satisfaction. We provide our clients with tailored reports that fulfil specific KPI requirements met, including the number of several metrics achieved.


% calls Answered

Inbound Calls

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