Personalized Communications Increases Response
Personal appeal is a major force behind the rise of social marketing. Meeting the customer in their preferred channel, at an appropriate time is obviously effective. Being able to interact with them from multiple channels increases your ability to keep them satisfied. GCS offers an ability to provide an integrated approach to your customer interactions.
- Live Agents - The use of live agents conversing with customers is a well proven method of engaging a customer to handle requests and sell products. GCS completes millions of such interactions a day on behalf of our clients. Whether handling inbound requests or making outbound presentations, one-with-one communication is often the next best thing to being there.
- Web Chat - Chat is booming in popularity. It allows your customer to access customer support whenever they are on your website. Support when they want it. It is cost effective too, because one agent can manage multiple conversations at one time. Technology lets you “follow” website visitors and immediately reach out to them with chat or voice.
- IVR - Effective use of self-directed IVR’s provide round the clock access for consumer service. This cost efficient channel integrates well with our ability to provide the live voice support when needed to complete the interaction. GCS can provide the entire IVR experience for your business needs or simply staff the live agent portions of your current system to reduce costs or sell more products.
- Text - Text campaigns are becoming more effective, especially when providing a phone number response option. GCS can handle those response campaigns, as well as provide text support for sales and service.
- Email – GCS agents can also handle email and campaigns. Our trained associates can process individual email requests, provide voice response and lead generation for email campaigns.
- Direct Mail – Direct mail is effective, but when combined with conversation designed to reinforce benefits, overcome objections and up-sell to uncovered needs, it gives our clients an even better sales channel and a higher return on their marketing costs. GCS can handle fulfillment for your direct mail program and increase lift by adding well timed calls to direct mail recipients to increase sales.
- Voicemail – Leaving effective voicemail messages can increase response and nurture customer relationships. Add voicemail as part of your outreach campaigns and utilize the same agents to handle return calls. This blended process is a smart way to maximize marketing dollars.
- Personal Messaging - Likewise, personal notations on direct mail pieces have long proven their worth in lifting response. Sticky notes on letters, blue pen in the margin and other devices have been used to attract attention and personalize an otherwise bulk mail piece. The GCS PENpal program combines the best of both approaches for increasing conversions, lengthening stick rates and leaving a memorable customer experience.
- Video – Technology now allows us to improve the communication experience with the use of video. Your customers come face-to-face with our agents for a more effective conversation.
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