By: Kris Stivers, Marketing Manager | 4/19/2023 |
When it comes to product recalls, swift customer support is essential in ensuring minimal damage to a brand’s reputation. But with the stress and complexities that come with such a situation, it can be hard to know where to turn for help.
That’s why we’re proud of our ability to implement and manage recall support teams with speed and proficiency. Our teams have extensive experience in product recall programs, giving us a unique understanding of the variations in recall legislation across countries like the U.S., Canada, and Australia.
What’s more, our teams are made up of talented customer and vehicle experts, who can quickly provide the help customers need during a time of confusion and uncertainty. Our teams are highly trained and can be quickly recruited, deployed, and managed, allowing us to be both agile and scalable.
Take the U.S., for example. We’ve managed several recall programs for a Volume Automotive Client, ranging from simple to complex. Our teams worked to provide telephone support and schedule service appointments for those affected by the recall. But more than that, they offered support and guidance with any questions customers had.
We understand the importance of acting fast during a recall, and that’s why we also specialize in short-term campaigns designed to reach out to customers who haven’t yet scheduled a dealer appointment. During a 10-week campaign, our team made over 95,000 calls to customers, helping them properly understand the recall process and schedule an appointment.
Quality assurance measures were also used to ensure that all customers were fully educated and any issues were escalated when necessary. Our team achieved an average score of 94% when it came to educating customers and escalating when needed – a key part of our recall support services.
At Percepta, we understand the importance of customer service in times of product recall, and we’re proud to provide the support and expertise that brands need. Our teams have the ability to deploy and manage recall support quickly and efficiently, allowing customers to receive the help they need in a timely manner.