In an ideal world, everything you buy and every service you use would perform so perfectly every time you use it that you would never even need to look up a single customer service number. In the real world, though, sometimes things don’t work the way they’re supposed to, or we get confused about directions in a manual, or just plain have a simple question about the product that we desperately need an answer to. In those cases, good customer service can make or break your entire opinion about a brand. A bad experience can turn even the most devout fan of a product into a boycotter, just like a good experience can make a new loyalist out of someone who was previously on the fence.
Did you know that many companies hire third-party companies to handle customer calls and emails? Global Response, a contact center out of Florida and Michigan, is one of those third-party companies, and their client lists boasts such big names as Toyota, National Geographic, and Think Geek. Global Response realizes how important customer service is to a company, and they pride themselves on ensuring that every member of their team is highly trained and ready to respond in a way that will best help the customer.
One of the best things about Global Response is that they really understand how important social media is, not just to getting the word out about a company, but for interacting with customers. With all the technology at our disposal, we’ve become a society that pretty much demands instant communication. Gone are the days of sending letters off to companies and waiting weeks for a response. In fact, gone are the days of shooting an email out and waiting 24 hours for a response! When we want information or validation about our concerns, we want it now. With a good chunk of the world’s population spending time on at least one social media platform every day, companies that can communicate with their customers through Facebook or Twitter definitely have an edge over those who ignore social media.
If you check out Global Response’s Social Media Page , you’ll see how invested they are in customer care across this platform. Not only do they respond to customer questions and comments on Facebook and other social media platforms, they actually monitor the brands’ pages and learn from the customer conversations. If you’re a brand looking for a great customer call center, this is especially important because Global Response can take those conversations and help guide you in the right direction with new product development. If you’re a customer of one of their clients, you can rest assured knowing that your voice is being heard. I know I am personally much more likely to interact with a company if I feel like what I say could actually make a difference. I am also much more likely to become loyal to that company and want to spread the word about their products if I feel like they care about their customers. After all, no company can exist without customers, and Global Response recognizes that we are the driving force behind the success of a company.