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Retention
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Acquisition
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Customer Strategy
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Technology Services
& Solutions
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Is Product Recall an afterthought? |
At Navigator Customer Management, product recall handling needs to be more than just an afterthought. We understand how important it is to have effective response mechanisms in place when it’s most important to you and that is why we have developed a range of product recall services to enable FMCG brands to be proactive in their approach to issue management.
Our product recall support services encompass an e-commerce product code checking facility, call handling and the back-office administration of goodwill so that your issue management becomes an opportunity to reinforce the more caring aspects of your brand personality.
Whilst we are able to scale within 48 hours to meet the emergency needs of most clients when product recall support is required, we also offer a retained issue management product that allows our customers to pay an annual nominal set up fee in order that the basic product recall infrastructure is in place when needed.
It’s tempting to think that your existing contact centre resources will be able to cope but in our experience most product recalls happen when you least expect them and these can create huge spikes in call centre demand. That’s when we ask who are your consumers going to call?
By working with us, a properly coordinated product recall campaign (we’ll even brief your other agencies for you) means that you can focus on executing your PR/media strategy without worrying that customers are having a negative experience.
If you would like to learn more about our Product Recall services, call now on 0800 6123 321 and ask for John Sweeney or register your enquiry through Contact Us.
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