Pillar 3: High-volume fulfillment
Back Office Operations and Customer Support
Globosmart Services runs back office and customer support for direct response businesses: order processing, CRM administration, refunds, membership cancellations, merchant account operations and chargeback mitigation. We ran one client’s entire back office for ten years at 8,000 to 10,000 emails and calls a month.
Chargebacks are an operations problem wearing a finance costume
By the time a chargeback lands, four things had already gone wrong: the customer could not find the cancel path, the support reply took two days, the descriptor on the statement was unrecognisable, and nobody caught the pattern across the other forty customers doing the same thing.
Support is the other one founders underestimate. It is treated as a cost centre, staffed accordingly, and quietly becomes the largest single influence on lifetime value in the business.
What we actually do
- Phone, chat and email support, staffed and trained by us
- Order processing, cart operations and fulfillment coordination
- Refund and cancellation handling, designed to retain rather than to argue
- Chargeback mitigation, representment and pattern analysis
- CRM administration and merchant account operations
- Reporting on refund rate, resolution time and the reasons behind both
What we work in: Salesforce, Infusionsoft, Keap, Zendesk, LeanPBX, and your existing cart and merchant stack.
Questions
- Is this offshore staffing?
- Our team is in Pakistan and we do not hide that. What you are buying is not cheap hours, it is a desk run by people who have handled direct response support for two decades and know what a refund conversation is worth.
- Can you cover 24/7?
- Yes, and we have. Coverage is scoped to volume rather than sold as a default, because paying for overnight staffing you do not need is a waste.
- How do you reduce chargebacks?
- Faster first response, a cancel path people can actually find, clearer billing descriptors, and representment on the ones worth fighting. Most of the reduction comes from the first two, before any dispute exists.
- Do you use our systems or yours?
- Yours. We operate inside your CRM and your helpdesk so the history stays with you. When an engagement ends, nothing has to be extracted from us.
Also in High-volume fulfillment
- Funnels and E-Commerce OptimizationCheckout leak repair, average order value, and conversion sequences on Shopify, ClickFunnels and Kartra.