Your brand is unique. You have high standards and your customers are special. Their emotional and financial investments in your brand advance your corporate objectives. They require Customer Care. For Global Response, Customer Care is at our core. Our goal is to faithfully replicate your standards, support your organization with experience across industries and provide our insights. Our unique approach is centered on configuring the right team of dedicated Brand Specialists who are passionate about your brand.
Brand immersion begins with orientation, is formalized in training and reinforced in daily operations throughout the associate’s tenure. Methods for immersion include:
We ensure outstanding customer experiences by being first-class communicators — both with your customers and with your organization. To a much greater degree than other call centers, our account managers communicate with you and with the Brand Specialists on your account to keep everyone aligned. We facilitate direct communications between you and your Global Response account manager, who strongly identifies with your enterprise, brand and products. In fact, the account manager and team are conditioned to think of themselves as working for you with a singular focus on your best interests.
Customer Care requires a philosophy supported by people, processes and systems. With the right focus on care, the contact center is elevated to a profit center, an experience center. According to a recent Walker study, 88 percent of buyers will pay more for a better customer experience. By 2020, customer experience will overtake price and product as the key brand differentiator. Aligned with your brand, we can create an experience befitting your unique business.
Our experience integrating your customer relation management (CRM), case management or ticketing system provides Brand Specialists with a documented record of your customer’s transactions. This presents a searchable history which paves the way for a seamless resolution regardless of the channel the customer uses or the specialist they reach. Purchase history also means higher success rates for up-selling and cross-selling, because we understand your customers and can suggest products that are right for them.
Our goal is to be completely aligned with your customers’ interests. We customize training and development programs in order to encourage passion for your brand. We understand the importance of first-contact resolution (FCR) for your customers. Blend that with our repertoire of customer service practices and skills, and the result is an experience that creates brand loyalty, enhances sales and leads to higher customer lifetime value (LTV).
Our in-depth training and detailed QA procedures ensure we understand you and your customers’ needs. These customer-care practices, along with those that follow, enable us to effectively represent your brand and strengthen your customer relationships.