Provide your customers with the full service experience.
Get the resources you need to engage effectively with your customers via telephone, email, chat, text, or social media.
I recently had the chance to sit down with Jim Moloney, the 2018 SOCAP Chair, to get his perspective on the evolving role of consumer care. For those of you who don't know him, Jim led a variety of work at GM, from marketing to consumer care. He always has a great point of view on 'big questions' and brings a very pragmatic, business outcome driven perspective to our industry.
While many brands have a detailed understanding of their target consumers, it does not often include topics important to consumer care teams. For example - while knowing about media consumption habits is important for ad planning, it doesn't support decisions on what contact channels should be offered.
CRS is flexible and has good functionality. It’s been able to do the things that we want to do with it.
They are aggressive, solution-oriented, and seek constant customer feedback.
We’ve been with them 20 years and I wouldn’t think of going any place else.
They come up with creative solutions to meet client needs.
“They are innovative, endlessly so.”
“For me, the most important aspect of continuing a partnership with Wilke Global is that they continue to innovate.”
Wilke Global seems to be the number one system used in the food and beverage industry, and is well-known and respected.
I appreciate that Wilke listens to the user community feedback and tries to implement changes based off of that feedback.
They are very open minded to try new things to see if they can get their application to do what I as a client need it to do.
SPOT helps you maximize every sales opportunity while creating a positive consumer experience. SPOT directs consumers nearby to retail locations based on stores that have recently sold their desired product.
SMART is built for consumer care teams to support social channels. It provides you a comprehensive view of consumer feedback across the most popular social channels, including Facebook, Twitter, and more.
The organization had reached a point where the technology used when interacting with consumers was reducing efficiency and dragging down operations. Butterball now uses Wilke Global’s CRS platform, as well as the ENLIGHT knowledgebase, the SPOT product locator tool, live chat functionality and other modules that work in concert with the CRS to create a seamless experience for both staff in the contact center and the consumers, who contact Butterball.