Overview About Global Response

With Global Response, Rack Room saved 84% on social media monitoring while expanding coverage by 110%. Rack Room Shoes and Off Broadway Shoe Warehouse are industry leaders in the family and fashion footwear categories. With more than 500 locations in the United States and a growing digital footprint, providing a seamless customer experience is a top priority for this service-oriented organization. Summary When social media was first developing as a strategy for retail and e-commerce, Rack Room Shoes faced the challenge of integrating customer care across all channels–including emerging ones.  Need Once the dedicated Brand Care team was up and running, Global Response and Rack Room Shoes worked together to further enhance the value of Rack Room’s new resource. One simple way to do this was to increase the team’s use of social media monitoring and management. “We realized that managing social media monitoring in-house was overwhelming. Our marketing team generated everything from concept to implementation to post, in addition to monitoring,” notes Belle. Looking for an organized approach, Rack Room Shoes added social media customer service to the responsibilities of the Global Response dedicated team. Solution “We knew the solution had to be flexible so that the program could evolve as their organization does,” explains Phillip Crowe, then the Social Media Director at Global Response. “They had a significant number of mentions, questions, and concerns from customers on their social media pages, so we set out to catalog every interaction for the right response.” Rack Room Shoes now has social media monitoring for extended business hours, holidays, and weekends. A key element to this solution is that their agents and project manager are staffed from within their dedicated customer service team at Global Response. The project manager works with the client to calibrate quality assurance and reporting, and to make sure all new initiatives are integrated into the program as they occur. Result Belle summarizes the benefits of Global’s monitoring for her and her team: “Global Response allows me the ability to look at our brand from a 50,000-foot level. I can focus on how we will implement our brand, while they ensure I am alerted to concerns so that our customers are taken care of in a timely fashion.” In addition, Global Response has been able to extend the capabilities of the dedicated customer service team. “Compared to a full-time employee performing this task, Rack Room Shoes is saving 84% on their monitoring, while increasing the hours of coverage by 110%,” says Phillip.

We were tasked with representing the FILA brand and applying best practices at a crucial moment for the brand’s reputation with consumers. Over the course of just two years, we not only met FILA’s expectations, we redefined what a positive brand experience can be. Goals Drastically improve customer experience management to turn around customer attrition and online sales. Challenges High level of customer complaints about their third-party contact center, leading to a significant negative impact on FILA’s sales. Results After switching to Global Response, FILA saw complaints go down, resolved cases go up, and online sales increase.