How Prevention Magazine Revolutionized its Customer Service Experience
The old customer service model
Prevention magazine has been a leading name in the wellness industry since its inception in 1950. The magazine has always prided itself on providing informative and actionable advice on health, fitness, and wellness. However, there was always one area where Prevention was lagging: customer service. In the past, customers would call the magazine’s customer service line, only to be put on hold for long durations. This resulted in frustrated customers who had to wait long hours for assistance.
The need for change
Prevention’s editorial team realized that poor customer service was corroding the brand’s image. In a study conducted by the marketing team, it was found that customers who had a bad experience with customer service would be less likely to renew their subscriptions and even dissuade their acquaintances from getting one. It was evident that a change was imperative to keep customers happy and engaged.
Revolutionizing customer service
Thus, Prevention Magazine decided to shift its customer service operations to a modernized platform. Instead of relying on a traditional phone system, Prevention created an online customer service platform that allows customers to send their queries through their website. The customer service team also adopted a system that enabled them to respond to queries with urgency, addressing the customer’s issues within 24-hours.
The benefits of the new model
Prevention Magazine’s new customer service model enabled the company to connect with the customers in a more meaningful way. Through the new online platform, customers were empowered to monitor the status of their queries and receive regular updates on their issue’s resolution. The new system also offered the flexibility to address issues outside of regular business hours, which was not possible with traditional customer service models.
The results
The new customer service model has had a significant impact on the business, and its effects are seen in the numbers. The customer satisfaction rate has increased by over 40%, and there has been a dip in negative reviews. The renewals from customers have gone up, and the word of mouth has been more positive.
Conclusion
In today’s customer-oriented world, having exceptional customer service is crucial to the success of any business. Prevention Magazine’s success story is a perfect example of how companies can use technology to modernize their operations and satisfy customer needs while improving brand image. By adopting an online customer service platform and providing prompt and personal support, brands can elevate the customer experience and foster customer loyalty.
