Set up quick and professional communications in a crisis
We help our clients to make stressful and uncertain situations manageable. When your company is going through a crisis, the last thing you want is severe brand reputation damage. Recalls are costly enough so you need to minimise the long term effect on your brand, and the best way to do that is through effective communication with your customers and stakeholders.
Key Services:
Local language Contact Centre support with global reach
In country phone number provisioning
Phone lines and Interactive Voice Response (IVR) set up with local language recordings
Cloud database telephony setup for central control with global reach
Specialist cloud customer relationship management (CRM) database for central data control and management dashboards. Real time response updates and simplify progress reports
Recall and Crisis communication process mapping
Response handling and follow up
Social media monitoring & interactions
Digitised channels to ensure fast, streamlined response handling and end to end reporting: Digital Messaging, Click-thru and Web Form response handling, all tracked with dynamic dashboards and reporting on our cloud based CRM system
Messaging and PR-related guidance through our fantastic network of industry partners
Recall and Crisis Communication
Communicating with internal and external stakeholders is paramount. Ensure that your employees, board members and other internal stakeholders are aware of the situation and have adequate information for their roles. Ensure that customers, re-sellers, distributors and other external stakeholders are notified as soon as possible. Reassuring them of the situation and supplying all relevant information is key to minimising the negative impact of a crisis.
Usually the notification will ask for a response to ensure the notification has been received; this could be a return mail, registering details on a web portal or an inbound phone response. To make the whole communication process easier, all contact information and communication history should be logged on a dedicated recall customer relationship management (CRM) database. From here you can easily identify who has responded and who may need a second notification, and possibly further engagement.
Providing a dedicated recall hotline is imperative for reassuring your customers and allowing them to gain information when needed. They can call with any questions or concerns they may have, and to get any updates on the recall situation.
Marketpoint Recall Communication Flow
In a crisis you need a communication partner who can manage all of this for you. With a wealth of experience across a variety of industries, Marketpoint Recall provides the optimum Recall Communications Support.
Through our global network of Contact Centres, we’re are able to provide multilingual recall support services, all managed centrally in the UK. With our integrated cloud based telephony platform, digital expertise and recall CRM database, integrated live reports are at your fingertips to get up to the minute statistics.
