水仙直播

Customers don鈥檛 want apologies. They want tangible actions to fix their issues, and more often, some type of 鈥渟weetener鈥� to make up for the inconvenience. They want to feel the brand has gone above and beyond, taking a personal interest in alleviating their particular problem. Successful 鈥渄isaster recovery鈥� has the power to turn a brand militant into a brand enthusiast.

At 水仙直播 we practice immersive customer engagement, using proven methods to deeply connect with a customer, change their perception, and get the customer to proactively remove a bad review. For certain products, The Home Depot will remove negative product reviews if a successful customer resolution has been achieved.

Customers also want to interact within their channel of choice, be that Facebook, Twitter, WhatsApp, chat, email, etc. You need to meet the customer on their turf.

As with all our clients, we became the brand. To the world, we are the electrical appliance company or an alias of the specific sub-brand. We also developed key relationships with specific retailers, such as Home Depot, who provided us with customer data, including email addresses.

This allowed us access to proactively reach out to customers who posted negative reviews. We encouraged them to explain the problem in detail and overlayed their response on our analytic matrix to determine the best resolution, which ranged from simple troubleshooting, to technical assistance, repair scenarios, or all the way to offering product replacements or refunds. As the avatar of the appliance company, our team determined the optimal solution that not only addressed the issue, but also resulted in the greatest possible boost in customer satisfaction. The email chain was then forwarded to our partnership team at Home Depot, where it would be reviewed, and the negative review would be purged from their site.

Our technology suite was configured to proactively monitor the social media ecosystem. We constantly monitored and pulled in data from retailers like Lowe’s and Walmart, as well as maintained 24/7 surveillance of Amazon reviews. Wherever possible, discontented customers were redirected to the best channel for our team to rectify their issues and to encourage them to either revise or take down critical reviews or comments.

Like an early warning defense system, our vigilance provided the company with the collateral benefits of detecting, in real time, product flaws or unrealized consumer expectations. This insight led to proactively developed strategies to address and remedy issues, as well as to prepared responses to diffuse customer complaints from the outset.

We resolved both customer and manufacturing issues. Amazon’s customer review dashboard identified packaging defects. Portable washers were arriving damaged, dented, and broken due to poor packaging, which was immediately addressed and improved.