You’re nothing without your reputation. Your brand reputation is the sum of how customers perceive you – and engage with you as a result. A great reputation means loyal customers, great reviews, and a solid bottom line. A negative reputation, on the other hand, is bad news.
Whether you’re on solid footing or you’re looking to boost your reputation, a call center is vital to delivering the quality customer service that is crucial to a winning brand.
Here’s how a call center can enhance your brand reputation.
Signal That You’re Legit, and Want to Hear from Customers
Consumer trust is at an all-time low: in fact, only 30% of consumers highly trust companies. In spaces such as eCommerce, consumers are even more wary. One key way to help do your part for the social contract as a brand is to offer a means for customers to get in touch with you. If a customer knows they can pick up the phone and speak to a real person, they’ll implicitly trust that your brand is legit and serious about offering care to customers. The more avenues you provide for contact, the more you can build a reputation for being flexible, adaptable, and customer-forward.
Answer Promptly and Show That You Care
A brand that listens is a brand that cares. Picking up the phone asap shows that you’re invested in supporting your customers’ voices and handling their questions or concerns. But if you’re a startup, you’ve grown rapidly, or you’re in an industry that experiences sudden upticks in call volumes, it’s easy to get overwhelmed by those inbound calls. Investing in a call center means you never have to worry about calls ringing out. Instead, you’ll have a professional team of trained customer service reps prepped and ready to help!
Get to the Bottom of Customer Challenges
A customer with an unresolved issue can lead to customer attrition or negative reviews that result in a blow to your brand reputation. Providing easy and convenient ways of getting in touch helps customers work through their questions or concerns, allowing your brand to resolve any issues – and giving you the intel you need to identify common challenges and take steps to mitigate them. While chatbots and FAQs can help handle basic questions, a real human on the other end of the line is vital for rapport-building and working through those curly, one-of-a-kind inquiries,
Speak to Customers in Their Language
More than 40% of Americans speak another language. About 13%, or 43 million, speak Spanish as a first language – and that number continues to grow. Being able to communicate with customers in their home language nurtures trust, facilitates customer satisfaction, and makes customers feel valued and understood. These are all factors that are crucial to building your brand reputation. At ListenTrust, we’re all about building great rapport with callers, which is why we’re proud to offer support from native-level bilingual staff.
Make Calls in Addition to Receiving Them
Call centers aren’t just about answering calls – although that’s a big part of the gig. Brands can strategically use call centers for outbound work such as donation drives, purchase follow-ups, and regular “check-ins” about certain products or services. We know that brand communication increases brand trust, and designing a messaging strategy based on past interactions and customer intel is a great way to continue to strengthen relationships with your customers.
Looking to Build Brand Trust? Contact ListenTrust!
At ListenTrust, we love to talk, but we mostly love to listen. Our nearshore bilingual operators are experienced customer service pros who are here to help you deliver best-in-class customer service every time, whether that’s answering an inbound call in Spanish, making an outbound call in English, or something in the middle. If you’re looking to elevate your brand by tapping into the benefits of call center technology, get in touch today!