We are Melbourne based with 30+ years experience in marketing communications across the FMCG, beauty and retail sectors.

Our services include day-to-day management of customer product enquiries & complaints across phone, email and social media channels.

In addition, we provide project based content creation, copy writing & digital comms asset development.

Measured by a dedicated analytics dashboard, we provide real-time insights into where your brand is performing well and not, according to your most valuable asset – your customers.

We deliver more than merely community management, customer service protocol, promotional campaigns and great analytics.

We help keep your customers content, your managers focused and your social platforms filled with positive brand advocacy.

What We Do

Omnichannel Customer Support: We bridge the gap between your brand and your customers. Whether it’s a ringing phone, an incoming email, or a message on social media, we manage the flow with precision. By centralizing your communication, we ensure no enquiry goes unanswered and every interaction reflects your brand’s voice.

Reputation & Social Monitoring to Protect Your Digital Presence: Social media never sleeps, and neither does the conversation about your brand. We monitor your social channels in real-time, engaging with your community and managing feedback before it becomes a crisis. We turn public complaints into opportunities for public resolution.

Feedback & Complaint Resolution Turning Friction into Following: Our “Feeding the Calm” philosophy is most powerful during difficult conversations. We specialize in de-escalating complex customer complaints and transforming negative feedback into actionable insights for your business. We don’t just solve tickets; we restore trust.

The Comms We Cover

CONSUMER ENQUIRIES: Cyber Customer Care takes care of the entire customer care liaison process so your teams can do what they do best- without the distraction or disruption of customer complaints, questions, sponsorship requests, new business enquiries, or time consuming customer product suggestions.

We take total responsibility for all customer interactions across all channels including  phone, email, social media and letters.

For Customer Care we cover Australia and New Zealand. For community management across socials we currently cover New Zealand, Japan, Philippines, Malaysia and Singapore.

RETAILER COMPLAINTS/ CONFORMANCE: This includes all interactions via retailer customer claims teams including Coles, Woolworths and Metcash & Aldi.

ADMIN: Our clients have no direct contact day-to day with customers, our team handles all interactions from beginning to end including:

  • Postage: letters +gifts to customers for positive or negative product experiences.
  • Refunds: electronic or postal gift card refunds for defective products.
  • Product retrieval for Investigation: arranging postage of products to be returned to quality teams for further investigation.
  • Retailer Investigations: co-ordinate the information and assets required to close-out complaints
  • Damages Claims: collect quotes, supply draft Deed Polls of Release and co-ordinate the close-out procedure.

VIRTUAL RECEPTION: We also provide virtual reception services where required for 1800 /1300 enquiries and departmental enquiries for procurement, export, food service, media, marketing & sponsorships.

AI CHAT BOTS:  Based on your company’s needs, we can curate your own brand bot on your website to provide 24/7 customer care to your customers. Our services include domain engineered script creation, maintenance and website implementation. All enquiries are monitored daily and summarised in monthly reports.

SOCIAL MEDIA CONTENT CREATION: Primarily food focussed, our content creation includes recipes, competitions and eye-catching messaging across short-form videos; static posts and user-generated content (UGC).

The Services We Provide

WEBSITE CHATBOT ESCALATION – Intelligent Monitoring For Chatbot Enquiries: While chatbots are excellent for instant, routine answers, the Cyber team are the safety net that makes AI customer service actually work. The moment website enquiry becomes sensitive, frustrated, or too complex for an automated system, our team steps in. We keep a pulse on your website’s automated chat and contact forms.

LANDLINE + MOBILE + TEXT CUSTOMER SUPPORT – We Are a Reliable Front Office Partner: The phone remains the most vital channel for high-stakes customer care. We can manage all incoming  1800 or 1300 (AU) numbers & 0800 (nz) numbers, or collect diverted calls via switchboards or automated attendants. We provide boutique, tailored responses that match your brand’s specific tone and vocabulary. We are masters of de-escalation and provide smart transfer and dispatch, qualifying each enquiry, solving what we can, and ensuring that urgent matters are escalated to your team with a detailed brief.

EXPERT EMAIL & INBOX MANAGEMENT – Speed, Accuracy, and Tone: We don’t just ‘clear tickets’—we craft professional, empathetic, and accurate correspondence that aligns perfectly with your brand voice. From managing general enquiries to resolving high-priority complaints. We deliver rapid response times: Every enquiry is acknowledged and triaged promptly, so your customers never feel ignored. We adapt to your specific corporate vocabulary so our responses are indistinguishable from your internal team. We solve routine enquiries, handle complex complaints, and flag critical issues for your immediate attention, keeping your primary team’s inbox clutter-free. And every interaction is logged and tracked. So we can deliver you with the data and insights gathered from your customer’s feedback to help you improve your business operations.

COMMUNITY MANAGEMENT & SOCIAL MEDIA ENQUIRIES – Your Brand’s Public Pulse, Protected: In a 24/7 digital landscape, your reputation can change in an instant. At Cyber Customer Care, we provide proactive community management that goes beyond mere ‘replies.’ We live in the comments, the mentions, and the direct messages, acting as the vigilant guardians of your brand’s public persona. Depending on your needs we can monitor your chosen facebook and instagram channels ensuring we catch “sparks” before they become “fires.” We move high-friction conversations into private messages with grace and speed. We engage with your fans, answer routine questions, and foster a “calm” and welcoming community culture. In the event of a viral issue, our team can provide immediate, high-level support to manage the narrative and maintain brand integrity.

TRADITIONAL MAIL & POSTAL SUPPORT – Old School Customer Service. We manage customer letters with the highest discretion, ensuring every “offline” touchpoint is handled with care. Simply scan and email and we will take care of the rest.

Reporting

Bi-weekly and/or monthly we supply a bespoke spread sheet or graphic report capturing all the customer interactions you need to know about. For most customers quality issues and general enquiries summaries are what the quality, sales and marketing teams require, but we are flexible, and can collect any specific the data you need over the time frame required. 

What Makes Us Different

At Cyber Customer Care we deliver more than just customer retention … we provide customer education, encourage brand loyalty and where needed, create the marketing comms tools to address the issues customers are concerned about. Whether it’s a fact sheet on vegan products, a PDF on all food service stockists or a New Business Application Form, we can create the assets required.

Unlike off-the-shelf customer care ticket systems, at Cyber we capture ALL the detail your business needs.

We then package this data in an easy format that can be used by various departments to monitor and measure what is working or manage what is not.

We keep your team informed about what your customers are asking for across all channels, and all in one place.

We are small but agile. Efficient and experienced.

Call us for a chat…  03 8699 85 46 or drop us a line at cybercustomercare@gmail.com