Consumer Affairs and Product Recalls
Corporations depend on consumer inbound call center services to field and file complaints, answer licensee questions and resolve product problems in an ever changing environment. This specialized department quickly becomes a vital resource in your customer communication pipeline because it enables you to be more responsive to — and develop a deeper understanding of — consumer concerns. As a result, you’ll have a more financially stable company.
Corporations depend on consumer call center services to field and file complaints, answer licensee questions and resolve product problems in an ever changing environment. This specialized department quickly becomes a vital resource in your customer communication pipeline because it enables you to be more responsive to — and develop a deeper understanding of — consumer concerns. As a result, you’ll have a more financially stable company.
When customers need to contact consumer affairs, you need a resource that is ready to appropriately handle all types of concerns. The sensitive nature of these inquiries requires responses that are courteous, empathetic, efficient and accurate. In addition to receiving, documenting and resolving customer issues when possible, your consumer affairs contact center can also serve as a liaison with government agencies and consumer interest groups.
Thousands of product recalls occur in the United States each year. Flawed goods, sometimes posing serious safety concerns or health risks, pop up in every industry, but recalls are most common in pharmaceuticals, food, vehicles, toys and healthcare. When a defect escalates to a product safety recall, every second is critical.
When managed properly, a product safety recall can strengthen your reputation as a socially responsible company, particularly if it is a voluntary precaution to prevent further harm. Honesty and genuine concern for the well-being of customers can actually enhance brand loyalty, even in times of customer uncertainty.
Protect Your Brand During a Recall
During a crisis situation, it is imperative that hold queues are attended to quickly yet each customer receives considerate and correct information. However, few companies have the resources, tools or capacity in house to process an unexpected large volume of calls and emails. Additionally, the energy of the staff is often best focused on defining the scope of the problem, quarantining products, retrieving stock and investigating what went wrong.
Partnering with a dedicated consumer call center ensures that customers receive the care and attention they deserve, when they want it, and on the platform they prefer. We can open up new lines of communication, including social media and live chat channels, to ensure that customers are able to reach out on their own terms. Our multilingual consumer affairs contact agency can deliver targeted emails to inform customers of problems and remedies. We also deploy recall-centric websites to assist in rapidly removing unsafe products from the market and issuing replacement products, repair kits or refunds. Our consumer affairs contact center can also streamline the complex tasks of sending recall notifications to your customers, distributors and supply chain manufacturers.