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In a world where customer trust is earned one conversation at a time, feedback has become a cornerstone of delivering outstanding service. At Boomerang, we’ve made it our mission to create Meaningful People Connections for our clients and their customers, which we do by prioritising efficiency and authentic human interaction.
Looking at one of Boomerang’s Top Performing Campaigns, where the client maintains an average Trustpilot score of 4.8 stars. The team at Boomerang Managing Customer Service for this client say they are on the hunt to find the brand’s customers and build connections with them. Saaliegh, Customer Love Team Lead says: “Positive customer feedback is the best form of marketing and we strive to keep Trustpilot scores as high as we can”. The team goes to great lengths to analyse and understand what customers have to say about the client. One of the primary methods of collecting feedback from customers is through proactive review management.
Because of the success of this approach to Customer Service, Boomerang is now also tasked with achieving the same in other regions like Germany.
Says the client; “what really impressed us was their eagerness to support our company mission of bringing health and happiness to dogs and their humans all over the world. Although we chatted to lots of great people, the Lunar team lived up to their name – they were truly out of this world. Within the first five months Boomerang achieved the standard SLAs and KPIs so as to be on par with the UK team. In short, this means that our company could rely on the South African Customer Love team as they would on the home team. Boomerang has exceeded certain KPIs, specifically around quality as measured in QA assessments completed by the team in the UK.
Boomerang has fully embraced our values through ongoing touch-base sessions, as well as careful selection of team leads to transfer this ethos in clear communications and value-alignment sessions.”
“Making Meaningful People Connections” in Action
One of the key aspects of the process followed internally at Boomerang is always being “human centred”. The Baes are looking to make the customer’s experience truly unique and meaningful. In order for them to do this, Boomerang prioritises employee training and investment in the latest tech and resources, empowering Baes to offer practical solutions quickly and confidently. Baes are also able to use automation for mundane tasks, freeing them up to create lasting impressions.
Saaliegh explains “We have software linking our internal customer data with review platforms so we can have a full picture – allowing us then to effectively, and efficiently address customer concerns. As a result, customers feel understood and cared for by the business. So even those experiences which may have started off unpleasant, end up very positive.”
Saaliegh and his team are now aiming for 4.9 with over 32,000 reviews on Trustpilot for their campaign.
If you’re ready to make meaningful connections with your customers and elevate your brand’s trustworthiness, let’s connect 📧 info@boomerangsa.com
