The Key to Customer Satisfaction: Granby’s Approach to Multichannel Customer Service

Putting customers first

Granby is a business that truly understands the value of Tier 1 customer support. In a world where speed and efficiency are paramount, Granby recognises the importance of delivering immediate responses to customer inquiries. The 3PL (third party logistics), contract packing solutions and promotional marketing sectors thrive because of our ability to deliver excellent customer service.

What is Multichannel Customer Service?

• Telephony work – interacting with customers in a live phone call
• Live Chat – interacting with customers through live on-screen messages
• Email – interacting with customers for lengthy responses and picking up on Live Chat conversations

Why do we need multichannel customer service channels?

Studies have shown that 90% of customers consider an “immediate” response as crucial, with 60% defining “immediate” as 10 minutes or less. Join us as we take a deeper dive into meeting the needs and requirements of customers with our multichannel customer service and see just how Granby is exceeding expectations in building customer trust, loyalty, and brand equity.

Tier 1 support serves as the first point of contact for customers, whether that is our key customer contacts or our customers’ customers and effectively handling their initial inquiries, concerns, and issues. Our solutions play a pivotal role in creating a positive and lasting impression on customers by promptly addressing their needs and providing accurate, usable information. Each one of Granby’s Tier 1 support agents are highly trained to handle a wide range of common customer concerns, such as product inquiries, billing questions, and technical troubleshooting. They always aim to provide prompt and accurate solutions to ensure customer satisfaction.

Top 10 reasons why it is worth outsourcing your customer service operation

1. Multichannel Expertise: Outsourcing to a team that specialises in managing customer inquiries across multiple channels is a more manageable solution for almost every business, no matter how big. . At Granby, our customer service operators already have the necessary tools and technologies to effectively handle customer interactions on various platforms and have extensive experience in handling specialist/technical emails and calls. Our teams are accredited to ISO 18295 standards (Customer Contact Centres which help us provide customers with services that continuously and proactively meet or exceed their needs.
2. Focus on Core Competencies: This is key, by outsourcing customer service, you can free up your internal resources to focus on your core competencies and strategic initiatives. This allows you to allocate your time and resources more efficiently.
3. Scalability: It is mission critical to have a solution that can be turned on and off, or leveraged up and down, in line with natural fluctuations that occur in any business. At Granby, we have the ability to scale resources based on your business needs. We can handle fluctuations in customer demand without the need for you to hire and train additional staff.
4. Cost-effectiveness: Outsourcing customer service can be more cost-effective than maintaining an in-house team.
5. 24/7 Support: Your business is awake when you’re not. Granby can often offer round-the-clock support, ensuring that your customers can reach out for assistance at any time.
6. You will need access to Advanced Technologies: The world constantly changes. You need to be able to access up to date information. You also need customers to be able to use technology for a better customer experience. Granby have access to advanced customer service technologies and software, and this includes our own proprietorial OrderSure platform. All customer service is integrated with OrderSure.
7. Language and Cultural Expertise: If your business operates in multiple regions or serves customers from diverse backgrounds you will need language and cultural expertise. Granby can provide support in different languages and understand the nuances of different cultures.
8. Risk Mitigation: Outsourcing customer service can help mitigate risks associated with managing customer inquiries and issues. Granby have established processes and protocols in place to handle customer complaints, ensuring compliance with industry regulations and minimising potential legal risks.
9. Continuous Improvement: You need a partner that is constantly looking to improve operations, Granby are focused on delivering exceptional customer service.
10. Data protection: Customer data is precious and subject to regulation. Granby protect, cleanse and analyse your customer data. Your data is safe in our hands – we’re GDPR compliant and Cyber Essential Plus certified.

Overflow Solutions

Having said all of that, we can also integrate with your in-house team to provide extra resources during times of increased demand, like Christmas, Black Friday, or a large multi-agency campaign.

Balancing Risk

Granby recognises that most client companies won’t have the human power to manage every channel, and we understand that it can be a poor experience for customers to have a bad interaction on the channel of their choice. And so, we work with our customers to find the right balance in the interaction between efficiency and customer satisfaction. We then integrate with our clients’ brands to deliver workable solutions to pain points around ordering, delivery, and post-purchase troubleshooting.

Solution Focused

Granby’s customer service teams are solution-focused and optimistic. Our teams take pride in their ownership and responsibility for their customers and their customers’ customers. They listen to their customers as well as each other and work well together, respecting other people’s views and feedback. Granby believes that it is our people, as well as our process and technology, that make a real difference in providing excellent service for our customers.

KPIs

Across our handling and fulfilment and reverse logistics operations, and as a packing partner, KPIs are central to the efficient execution of customer business. So, it will come as no surprise that in terms of metrics and performance evaluation, Granby use key performance indicators (KPIs) for Tier 1 support. By monitoring metrics such as average response time, customer satisfaction ratings, and first contact resolution rate, we identify areas for improvement and make data-driven decisions to enhance our support operations. Tracking KPIs helps in setting realistic goals and targets for the support team, motivating them to perform at their best. It also allows us to identify trends and patterns in customer inquiries, allowing us to proactively address common issues and improve overall customer experience.

One size does NOT fit all

But one size does not always fit all. Granby offers tailored and flexible solutions to meet the unique requirements of each client business or organisation. Inbound customer care, promotional helplines, order handling and processing, support for vulnerable customers, data and reporting services, building relationships with customers, data security, brand guardianship, multi-channel support, overflow solutions, efficient workflows, all need the personal touch. We then make sure we have a benchmarked framework and our customer facing teams have been fully trained to meet each of our clients’ specific requirements.

OrderSure

Granby’s process and technology are designed to support these people-focused processes. OrderSure gives clients critical insights into performance, highlighting opportunities for improvement and growth and allowing for customer records to be constantly maintained.

• API integration
• Secure data exchange
• Fully transparent reporting on call times, resolutions, call summaries, call handling times and wait times
• Full visibility/integration across multiple channels
• Cuts down post-call administration
• Contracted SLAs ensuring that clients response times are being adhered to, to maintain the clients reputation
• Highlights trends and potential issues
• Orders and queries all linked to relevant customer and easily reviewed and accessed in one place
• Contracted SLAs ensure client response times are adhered to, maintaining client reputation

Drinks Sector

If we’re looking at real-world examples of our customer service operations, we can take one example of an international brand owner in the drinks sector, where we provide in-house customer service support through voice calls, email inquiries, and troubleshooting. Our team has secure logins to the brand’s system, linked to their own SCOPe/OrderSure module, which gathers data for reporting and real-time check-ins.

And finally…

Above all, Granby understand the fundamental importance of Tier 1 customer support in providing excellent customer service. In our experience, great customer service encourages brand advocacy. We can turn negatives into positives, giving satisfaction that engages customers and forges loyal relationships. This facilitates long-term growth benefits.

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Photo of Customer Service dial by Olivier Le Moal on Shutterstock

Photo of Top 10 by Airdone on Shutterstock

Photo of Drinks by Pixel-Shot on Shutterstock