Part Call Center, Part Management Consultant

Part Call Center, Part Management Consultant

Goodbay Technologies

At Goodbay Technologies, we always strive to go above and beyond the call of duties when it comes to our outsourced customer support services. You need more than just someone to answer customer questions and address customer concerns. You need champions of the larger customer experience and you need them right away.

By acting as a provider of Customer Experience Consulting, we believe that this puts us in an ideal position to do more than just streamline and optimize the operations of your call center. We want to not only improve the overall level of support you’re able to offer, but we also want to provide you with valuable data, analytics and insight into your business that will uncover genuine opportunities for improvements that may have otherwise went undiscovered.

We don’t just want to help you. We want to empower you and help drive your brand forward. We do this in two distinct ways, both of which are worth exploring.

One Part Call Center…

Above all else, our mission is to provide more than just warm bodies to answer call center tickets. At Goodbay Technologies, we pride ourselves on our ability to bring you thoughtful, intelligent and empathetic problem solvers – the right people for the right challenge at precisely the right moment. But even going beyond that, we empower them to deliver only the highest levels of support and assistance in a wide range of different ways that are certainly worth exploring.

All of our agents are trained to not simply “follow the script” like so many other services providers. They’re not “bouncing ball” type agents, desperately looking for “whatever the customer wants to hear to get them off the phone” in the moment. They’re genuine product experts in every sense of the term. They’re brand ambassadors who know your products, who use them and who love them every bit as much as you do. This alone helps to create a much more fluid and natural engagement with your customers, regardless of the channel of support they choose to use.

Every one of our agents is trained to thoughtfully engage with customers through all of the traditional channels that are important to you, including but not limited to things like phone, email and even live chat functionality on your website. Additionally, they’re also able to provide a superior level of support to your customers through non-traditional channels as well. These can include things like social media sites like Facebook and Twitter, retail sites like your e-commerce storefront, and even through app stores on all of the popular smartphones and other mobile devices that are available today.

But a team is only as strong as its captain, which is why it’s so important to us to guarantee that our agents are always managed by some of the smartest, most experienced and most professional people operating anywhere in the outsourced customer support space today. Our agents are managed by true thought leaders who are not only up-to-date on all of the latest industry tips, tricks and best practices, but who can also see where customer support is headed before it gets there.

At Goodbay Technologies, it is our belief that this delivers far more value to our own clients than “routine” outsourced customer support ever could.

But the story of our relationship with your brand doesn’t end there. Far from it. In many ways, it’s just getting started.

… One Part Management Consultant

The fact of the matter is that any outsourced call center can provide “support” in the most basic definition of the term. However, not many of those “routine” providers are positioned to work with clients to truly innovate their support, their products and their services.

To put it another way, we don’t just want to keep your customers happy by providing them with the satisfying experience they’ve come to expect. We want to create something they’ll truly be unable to find anywhere else – the type of experience they ever knew they needed but will soon wonder how they were ever able to live without.

To get to that point, we go far beyond the standard call center tactic of reporting how many calls are answered and what types of resolutions you’re seeing. Using sophisticated analytics and state-of-the-art technology, we dive deep into the factors that are creating these calls in the first place. At that point, this puts us in an invaluable position to work with our clients to help reduce contacts in any way possible.

From the point of view of your customers, what is more ideal: a satisfying customer support experience, or a product and service that works so well that you never need to contact support in the first place? We believe it’s the latter, and that’s exactly what we want to help your business achieve.

From our inception, we’ve positioned ourselves to share our experience, our insight and our best practices with our clients – helping them to improve their own customer experience along the way. We don’t just want to provide you with the data. We want to uncover the actionable, meaningful insight contained inside – putting it all at your fingertips so that you can always make the best decisions possible in any situation.

The changes and ideas that we bring to the table are always backed by this data and by these analytics. When we make suggestions, we’re not just working off a “gut feeling” – we can prove that The Goodbay Way has a rich, material impact on our client’s customer expertise that we are delivering for them. We would never make a suggestion that we couldn’t back up with cold, hard facts at our side.

In the End

Oftentimes, our satisfied clients will tell us that we add far more value to their customer experience than other providers operating in this space. Many say that after partnering with Goodbay, they now have access to a wealth of knowledge and a plethora of new ideas that generate far more advice and insight into customer experience improvement than any other vendor they’ve worked with – or that their own in-house teams could provide, for that matter.

This is an honor, to be sure, but in our opinion it’s also not something that you “do once and forget about.” Getting to this point is one thing – staying at the cutting edge is something else entirely. It requires a proactive, contemplative approach to not only how you’re interacting with your customers and other people in your target audience, but how you continue to interact with them as the world changes around us.

By acting as one part call center and one part management consultant, we find that we’re able to act as a genuine partner in your own organization’s success in the most literal way possible. At that point, we’re not just helping your own in-house people. We’re empowering them to focus more time on the critical aspects of your enterprise, all while putting your best foot forward when it comes to interactions with your customers as well.

If you’d like to find out more information about how Goodbay Technologies is poised to act as one part call center and one part management consultant, or if you’d just like to discuss the specifics of your own situation with someone in a little more detail, please don’t delay – contact us today.