Customer Care Service

Customer Care Service

Your company may be offering your customers outstanding customer service, but what are you doing to show you CARE about your customers?

If there is one thing that Global Empire understands, it is that customers need to know they are valued, heard, and recognized. This is what customer care is all about.

Customer service provides your customers the opportunity to reach out to someone to resolve issues they might have with your products, services or policies. Customer service representatives assist in the resolution of these issues by offering advice or assistance in a variety of other ways to help them.

Customer care, on the other hand, is a vital part of your company that should not be overlooked. It is about the way your brand provides extra value to your customers to help them have the very best experience with your company, your products and your services.

Every Customer Care Interaction Matters

Our friendly customer care team is available to help your company maintain a healthy and consistent outreach to your customers to ensure they are always having the best experience possible by:

  • Providing proactive interactions with customers
  • Revisiting current customers to inquiry about their experiences
  • Offer service or product upgrades and add-ons, thereby increasing sales
  • Increase customer retention, loyalty and recurring revenue for your business

Our customer retention solutions are designed to move you and your brand ahead of the competition and create true brand ambassadors – customers who are loyal and share their enthusiasm for your products and services with others.

Our Customer Relationship Management (CRM) techniques are proven to help:

  • Improve response times
  • Increase order values
  • Develop loyalty programs
  • Maximize revenue and profit

About our Customer Care Support Professionals

At Global Empire Corporation we take our time vetting and hiring only the most professional and exceptional team members. Each uses their resourcefulness to resolve customer issues in a timely manner and lay the foundation for up-sell and cross-sell opportunities. As a client you benefit from:

  • Increased customer satisfaction
  • Enhanced brand loyalty
  • Improved positive reputation and reviews on review sites
  • The potential for additional revenue
  • Insightful analytics on customer interactions
  • Reduced costs thanks to our care and sales programs
  • Increased revenue
  • Outstanding customer experiences

Quality Assurance Starts with Global Empire Agents

Quality assurance is more than just monitoring and listening, it is about having the very best agents on the phone who know your products and services as well as you do, and have mastered quality guidelines demanded by their project. Our agents’ progress is measured using internal metrics to ensure that our agent continues to grow within the vertical and provides you with the outstanding service you have come to expect from us.

Fact: Automated workflow and embedded analytics provided by Global Empire Corporation reduce manual work 60-80%

Our Quality Assurance agents follow and implement the Six Sigma principles of:

Define – Measure – Analyze – Improve – Control.

With our state of the art call monitoring technology we don’t just listen to our agents, we whisper to agents without the customer knowing or hearing; a perfect CSAT is an easy thing for us to do! In addition our agents have the ability to capture and record both audio conversations and screen navigations which allows our management team to study the causes of problems live and in real time. Our system displays and monitors every agent, allowing our management team and quality assurance specialists to take appropriate action to improve our agents call handling methods.

A positive experience with your brand means an increase in business and repeat business.

Whether we are answering a question, taking an order, processing a return or exchange, or solving a problem of any kind, we always make sure your customers feel respected, serviced and cared for, and that we meet or exceed their expectations for the interaction each and every time.

If your company does not have a customer care process in place, now is the time to reach out to Global Empire so our team of experts can help create the best strategy for your needs.

Brand Care in Today’s Customer-centric Environment

Customers have power – the power to make or break your brand just by sharing their experience with thousands of potential customers. Social media influencers and loyal brand advocates are well known to help companies see amazing spikes in sales and engagement because of these high profile individuals with their finger on the pulse of today’s buying culture.

At Global Empire Corporation, our people, culture and process combined with our technology all support the goal of turning your customers from satisfied to loyal to advocates for your brand.

We call our agents Brand Care Specialists for that reason. They know that their highest priority each and every day is to take care of your brand image and represent your company to your customers. Our agents not only immerse themselves in your brand guidelines, they gain hands-on knowledge by using your products so we can speak to the customers from an authentic point of experience and truth.

Working with Our Agents

Our team prides itself on our outstanding communication skills – both with your customers and with you directly. Your Global Empire Corporation account manager works directly with you to identify opportunities for your business and manages the agents on your account to keep all processes running smoothly, to keep you informed of how things are going, and to keep everyone on the same page.

Not all agents are suited for all accounts. Using our proprietary recruiting, training and management processes, we ensure that the best agents are working and representing the right brand, in the right way.

Our dedicated trainers and customized training programs prepare our Brand Care Specialists to speak to your brand and meet your specified satisfaction metrics.

The Technology behind our Customer Care

One of the key differentiators we are proud of here at Global Empire Corporation is our flexible technology. We can integrate with your existing platforms or build the operations workflow on our patented platform and still incorporate your business rules.

Our platform includes tools that allow agents to view callers’ web history on ordering sites, which enables them to provide the best service to customers who may be having trouble with your website. Our implementation team will work with you to specify business objectives, quality metrics, key performance indicators (KPIs) and more. Our web-based reporting measures any aspect of our service you want to monitor including:

  • Customers wait times
  • Average call length
  • Abandonment rates
  • Conversion rates
  • and more.

This real-time data can also be integrated into your existing reporting infrastructure.

“When handling complaints, speed is of the essence.
The faster you react, the easier it will be to resolve”