The multi-channel contact center: more than just phone calls
Your business interacts with customers across several communication channels—including phone, chat, email and social media. We have experience using them all to express your brand personality.
At Global Response, we’re experts in speaking your brand consistently across all channels. Whether you’re in retailing, health care, government services, finance or any other industry, our Brand Care Specialists have experience re-creating the brand experience you want for your customers at every touchpoint, including:
- Phone—The days when it was sufficient for a call center to simply take orders over the phone are gone. We provide complete customer care for your callers, using our extensive product knowledge to help them select and purchase the right products in a secure transaction. We answer their questions, process their returns and exchanges, and solve problems of every kind. And we do it all while delivering an outstanding customer experience that reinforces and differentiates your brand.
- Chat support—Today’s younger customers often prefer chat, and we take a proactive approach to offering chat sessions to all your website visitors. We quickly respond to queries with personalized assistance, and can rescue customers from such situations as check-out errors or zero search-return results. Via chat, our agents can interact with more one customer at a time, reducing your costs without sacrificing the quality of the customer experience.
- Click-to-call—Customers love the convenience of entering their phone number and having us call them back, rather than waiting in a hold-queue. It’s a simple but effective way to improve your customer service.
- E-mail support—We meet your performance standards for email support, including contractually specified response times, branding requirements, escalation rules and more. By adding agents and rescheduling assignments, we can scale to handle even unexpected email volumes from a big sale or unexpected website issue. We also take care to route emails to the queue of the Brand Care Specialist best qualified—in terms of product expertise, client policies, order status, or other factors—to answer your customers’ questions.
- Social media support—Global Response can support your strategy for monitoring, measuring and engaging in the online conversation. Conversations are our business, so we’re especially well suited to participating in the multi-party conversations that take place on your website and the forums, blogs and microblogs where your company and products are discussed. We’re open 24×7, so we can respond quickly to posts and keep you informed about the online discussion as it affects your brand image. Your marketing staff can focus on running effective campaigns while we focus on engaging online consumers to solve customer service issues, thereby protecting and promoting your brand.
We also provide outstanding service for mobile users, and are accustomed to providing the in-depth information they need to evaluate options and make on-the-spot decisions about product purchases.
Global Response is more than a call center: We’re a multi-channel contact center that speaks your brand passionately and expertly across all channels. No matter how, when or why your customers choose to interact with your brand, we take care of them just as you would and promote brand loyalty by reinforcing the brand image you’ve worked hard to create.