Ntouch is a Wiltshire based company with a long-standing commitment to the customer service industry. We specialise in providing top FMCG brands with outsourced customer care facilities and delivering insight into the benefits of communicating effectively with customers. For over 15 years we have been the main provider of customer care for Twinings Tea and Rowse Honey, take a look at our case studies page to hear their views on our service.
As the company has expanded, so have our team of customer service experts. Caroline Bennett, our Account Director and Senior Consultant, was Head of Customer Service at Harrods for over 5 years and brought to Ntouch her knowledge and aptitude for luxury retail. Since being part of the Ntouch team, Caroline has provided in depth customer insight and analysis for clients such as Aurum (Goldsmiths, Mappin & Webb and Watches of Switzerland) and Weight Watchers.
To find out more about how we can help your brand connect to your customers, simply select from our list of services on the navigation bar above.
As industry experts with over 15 years experience, Ntouch provide outsourced UK contact centres delivering brand dedicated, multi-channel customer care and service.
Consumer Helplines
When customers need to contact you, they expect a friendly, caring person with excellent product knowledge who is able to resolve their enquiry quickly and efficiently. This is exactly what Ntouch provide. Although we fully embrace digital technologies, we offer real human contact, interaction and personal response. There are no automatic email responses because we take time to train our team so that they are enthusiastic and passionate about our client's products, enabling them to confidently respond to requests for nutritional information, stockist information, ethical policies and general FAQ’s. By giving your customers an excellent email response and helpline experience, we uphold, reflect and protect your brand.
Sometimes things go wrong, and when they do we are here to effectively manage consumer issues and minimise damage to your brand. We provide empathy and sympathy for consumers and resolve problems to ensure consumer brand perception is restored and enhanced.
We can advise on optimising your customer interface to reduce the need for contact, however we strongly believe that a significant number of customers still like to place an order with a real person, want purchasing advice or need unforeseen transactional problems solved. We can deal with these issues and provide additional revenue by up-selling products or promotions when taking manual orders.
The Ntouch Analysts have created a bespoke piece of software called Social Media Radar. It captures data from social networks and can be used to identify sentiment on brands, products, campaigns or complaints by pinpointing trending hashtags and key words. It also allows our customer service team to quickly and efficiently search for complaints or issues in your social media platforms to ensure a swift and professional response is provided to your customers. The data can be quantified to provide the frequency of particular questions or problems, which may have been overlooked in other areas of customer contact.
Our contact services are backed by systems that gather information and provide valuable insight into the loves, hates and opinions of your consumers. We can provide you with monthly insight data reports that give you the opportunity to study realistic feedback, allows you to make informed decisions about your future brand and marketing strategy, and achieve optimal return from campaigns.
Whether you need to send out responses to a successful media campaign, manage competitions or just send out some promotional items - we are happy to help.
Ntouch strive to provide those traditional values of service and hospitality whilst embracing every advantage the new digital world offers.