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What’s Your Customer Care Catalyst?

In the customer care industry, there are several tried-and-true strategies, which help contact centers provide superior quality of customer care. These days, however, contact centers must put their own unique twist on traditional best practices to stand out from their competitors.

A recent article from Customer Think describes this as a “catalyst.” Simply put, a customer care catalyst is a special tactic that contact centers use to create a positive and memorable experience for the customer; for example, 24-hour customer care service or competitive rewards program.

A customer care catalyst will ensure that whenever a customer thinks about your brand that he or she has positive association. Or, better yet, when someone asks a customer for a recommendation your brand comes first to mind.

Chances are you already have a customer care catalyst. If you don’t, here are a few suggestions to get you started:

Unique sign-off or greeting: When a customer dials into your contact center, there’s a good chance that he or she is frustrated or upset about something. A friendly greeting can go a long way in making the customer feel at ease. What’s more, a memorable sign-off can stick with a customer long after he or she has hung up the phone.

Live video chat: Oftentimes, customer inquires require more than just a phone call. For these instances, why not offer customers the chance to live video chat with a Communicator. If you provide a complex solution or product, this is a great customer care service to add to your current offerings.

Make things personal: Your customers are used to getting impersonal newsletters in their inboxes everyday. Rather than going along with the crowd, try sending personalized thank you notes or holidays cards to your most loyal customers.

Whatever you choose, your customer care catalyst is your signature characteristic, so don’t be afraid to get creative!

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.

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