THG Orbit was born from real-world brand building. As part of THG — the group behind some of the world's fastest-growing ecommerce brands — we developed our customer experience operation from the inside out. That means everything we offer has been battle-tested in live, high-volume retail environments before it ever reaches a client.
We provide end-to-end CX outsourcing across the full customer journey: from proactive support and pre-sales advice, through to complex escalations, customer relations, and service optimisation. Our teams are brand-trained to sound like you, not us — with real-time dashboards, SLA-driven performance, and CSAT targets baked into every engagement from day one.
Our platform, Orbit, is fully omnichannel and AI-powered. We embed automation at every layer — containment bots that resolve queries before they reach an agent, AI-assisted responses that mirror your brand's tone, and GenAI quality coaching that drives continuous improvement across the team. The result: a 35%+ containment rate, reduced handle times, and 100% of conversations scored for quality.
We operate across 5 global locations, support 30+ native languages, and are available 24/7. We've held CSE accreditation for 6 years running and are recognised by the CCMA for Most Effective Way of Working and Best Apprenticeship Programme — independently benchmarked, not self-reported.
Our case studies speak for themselves. For Cult Beauty, contact rates dropped from 37% to under 10%, Trustpilot reviews grew from 7k to 84k, and agent performance improved by 35%. For a multibrand fashion client, we scaled volume by 32% year-on-year with zero additional recruitment or management costs.
If you're looking for a CX partner that understands what it takes to build a brand — not just handle tickets — talk to THG Orbit.