Early 2017, Global Blue launched Mobile Customer Care (MCC) is a digital innovation from Glob... More (MCC) the very first A number of countries offer VAT/GST refunds to international... More platform providing real-time support to international shoppers. In 2 years, 3 million real-time communications were sent to 1 million travellers across 55,000 stores in 27 countries.
The mobile solution relies on personalised emails, SMS and WeChat messages sent to travellers’ phone to provide them with step-by-step guidance throughout the completion of their refund journey alongside a website where they can also check the status of their refunds. In return, partner merchants benefit from improved post-sale customer service rate and more completed refunds. Indeed, transactions linked to MCC have a +4% higher completion rate on average.
MCC has recently welcomed new features and refund options:
- Available through WeChat: MCC notifications are sent through Chinese travellers’ WeChat app
- “Mobile Refunds” on digital wallets: enables international travellers to register their credit card credentials onto their Alipay and WeChat Pay wallets
- 4 new languages added: Spanish, Indonesian, Japanese and Portuguese. MCC was already available in English, Chinese and Russian.
In the coming months, Global Blue intends on exploring drive-to-store opportunities through the platform among other new features.