Brigade Offers “Rapid Response” Email Customer Support

New Brigade Service Reduces Customer Service Costs by up to 40% and Improves Customer Satisfaction and Loyalty

Brigade Corporation today unveiled BrigadeMail Rapid Response, a new service offering that provides online customer support responses within one hour. With BrigadeMail Rapid Response, businesses can reduce their customer support costs by transitioning expensive call center inquiries to online support via email. Faster responses increase customer satisfaction by providing timely, accurate information customers can use immediately.

End-users are raving about the service. “I have only used this email service once before and it was a result of the 1-800 service not being able to resolve the problem. I was most impressed by it then and continue to be impressed today.” Another user commented, “There is nothing you can do to improve your service. Frankly, I was surprised at how quickly my problem was resolved!” The BrigadeMail Rapid Response service has already shown proven results, in once case increasing customer satisfaction by 15 percentage points and likelihood to re-purchase by 14 percentage points.

“We’ve seen this service significantly improve our clients’ customer satisfaction and overall customer loyalty,” said Russ Cohn, Chairman and Founder of Brigade. “These kinds of benefits coupled with our service delivery model translate directly to their bottom line.” Brigade links advanced technology with the economic benefits of a global resource model to reduce customer support costs an average of 40% over traditional methods.

The new BrigadeMail Rapid Response offering uses a sophisticated knowledge management system to provide quick responses to virtually every customer support inquiry. Based on the KanaResponseTM platform, it offers pre-qualified responses from the knowledgebase. The advanced nature of the Brigade knowledgebase increases accuracy, and improves first time resolution, a key driver of customer service satisfaction.

“BrigadeMail Rapid Response lets customers avoid long hold times and tracks each customer inquiry, delivering better reporting and customer satisfaction management,” according to Bill Hewitt, Senior Vice President, Sales and Marketing for Brigade. “Customers prefer email response since it gives them the flexibility to send questions and receive answers on their schedule — and avoid being stuck on the phone. Our sophisticated tracking and reporting lets clients use this data to provide feedback to other parts of their organization to improve their products and services. This is a critical step in linking customer service and customer relationship management.”