Retail & eCommerce

Exceptional purchase and service experiences, achieved through both digital and human solutions

Probe works with a number of retail brands ranging from emerging ecommerce retailers through to established brick and mortar stores, in many different market categories. Our clients also include loyalty programs and well-known national chains with both physical and online presences.

Customers are serviced by over 700 FTE team members who operate out of multiple sites in Australia and the Philippines and take care of 4.6 million interactions each year.

Services

  • Sales
  • Customer service
  • Loyalty programs
  • Complaints
  • General enquiries
  • Administration
  • Fraud mitigation

Channels

  • 1Inbound and outbound voice
  • 2Asynchronous messaging
  • 3Chat
  • 4Social media
  • 5Email
  • 6Voicemail
  • 7Back office
turning-customer-insight-into-action

How We Do It

  • Contact centre
  • Workflow automation and management
  • Quality and compliance framework development
  • Knowledge management
  • Training redesign
  • Process mapping and redesign
  • Digital Automation
  • Customer access strategies

If you’re searching for a partner who can provide a complete end-to-end solution covering all lines of your business - we’re putting up our hand. We’ll work with you to handle general enquiries, memberships, billing, complaints and logistics. Our expertise also extends to administrative tasks such as fraud management, product and stock management, order processing and distribution. 


Beyond the traditional processes of your operation we can also assist in streamlining your workflow and introducing digital solutions that can manage the increase in contact volumes that many retailers are currently experiencing. We specialise in working with legacy systems, processes and operations that are buckling under customer demand. Our focus is always on your customer’s journey through the organisation and our strategies are designed  to optimise and transform processes, reduce friction for both customers and employees and deflect simple customer interactions to digital channels. We also work in process automation to improve efficiencies at every level of the business.


Covid-19 was the catalyst for many retailers to engage with Probe and introduce rapid shifts towards digital solutions. These organisations continue to benefit from the future-proofing strategies we’ve implemented and are geared for growth with a customer centric approach.

Accreditations

Quality ISO 9001 Certified

Individual security clearances

Connect With Us

Partner with us to provide your customers with exceptional purchase and service experiences, achieved through both digital and human solutions.

Contact Us