Hire a dedicated Customer Support team through EchoGlobal — Inbound Care, Web Chat & Email, and 1300 Number management — and give every customer a fast, professional, on-brand experience across every channel they use.
Every missed call, unanswered chat, and slow email reply is a signal to your customers that they’re not a priority. In a market where switching is easy and reviews are public, that signal is expensive.
For growing Australian businesses, the challenge isn’t knowing that customer support matters — it’s finding the resource to do it properly across every channel, consistently, without it consuming your team. Phone enquiries get missed. Live chat goes unanswered after hours. Emails pile up and response times blow out.
A dedicated customer support team from EchoGlobal covers it all. Inbound calls answered professionally. Live chat and email handled quickly and in your brand voice. Your 1300 number staffed by real people who know your business — not voicemail, not a ring-out, not a generic answering service. Every customer, every channel, every time.
Our customer support specialists are based in the Philippines — a country with decades of experience providing world-class customer service to Australian businesses. Our agents are selected for excellent English communication, professional manner, and the ability to represent your brand naturally. Many of our clients’ customers have no idea they’re speaking with an offshore team — because to every practical intent, they’re speaking with your brand, not a call centre. We’ll work with you on how you’d like your team to be introduced, if at all.
We structure coverage around your needs, not a default template. Many Australian businesses run their EchoGlobal support team during standard AEST business hours. Others use it to extend coverage into evenings, weekends, or high-volume periods. Some use us to provide overflow support when their in-house team is at capacity. Tell us what your customers need and we’ll build the right coverage model around that.
Onboarding is structured and thorough. Before your team takes a single contact, we run a briefing process covering your products or services, common enquiry types, escalation protocols, policies, refund or complaint handling processes, and your brand voice. We also recommend providing a knowledge base or FAQ document — even a rough one — which we’ll help shape into a reference your team uses daily. Ongoing updates are handled as part of the relationship.
Every support setup includes a clearly defined escalation path. For anything outside your team’s resolution scope — complex complaints, technical issues requiring specialist knowledge, or situations requiring managerial authority — there’s a defined handover process so the customer is transferred or followed up by the right person on your side. Nothing gets dropped or left unresolved.
Yes — and for most clients, we recommend a unified team that covers all three channels rather than siloing them. A specialist who handles both live chat and email within the same workflow is more efficient, maintains more consistent brand voice, and gives you better coverage during peak periods. Phone-only or digital-only setups are also available depending on your channel mix.