Some people may be wondering: is it possible to leave a company with “No Defined Reputation” and already have a Good reputation on Reclame AQUI? The answer is YES! With hard work and thinking about the best way to clarify customers’ doubts, Emma Sleep Colchões, which has been in the market for two years, managed to achieve one of the best scores on the largest reputation and trust website in Latin America.
To understand exactly how the reputation calculation works on Reclame AQUI, click HERE .
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Image: Emma Sleep Colchões page on Reclame AQUI in October 2021
We interviewed Monique Veit, Customer Service Specialist at Emma Sleep communication email list Colchões Brasil, to get her to tell us a little about how they see the importance of customer service, how Reclame AQUI helped the company in this relationship and how highlighting the page on RA was a surefire way to position the brand.
See the Emma Sleep Mattresses page by clicking HERE.
What is the routine and organization of Emma Sleep Colchões' customer service channels? Is there an exclusive team for Reclame AQUI and any customer service strategy?
Monique Veit: Emma's goal is to provide the best night's sleep for Brazilians, and excellence in our service is the first step to making this happen. With this in mind, our Customer Service team is present in the SAC and on social media, in addition to having trained professionals who dedicate exclusive attention to our page on Reclame AQUI, where I am responsible for monitoring each case until its resolution.
We believe that when a customer comes to Reclame AQUI, it is because they really need special attention and want a quick solution to their problem. In general, we call each person to listen to their concerns and explain how our processes work, in addition to informing them of the actions that are being taken to address that request. It is a time-consuming task, but it provides us with excellent insights to continually improve our services and products, in addition to reflecting positively on the evaluations regarding our service on Reclame AQUI.
How has the experience been for Emma Sleep Colchões to be nominated for the Reclame AQUI Award for the first time ?
MV: We are very happy with Emma's first nomination for the Reclame AQUI Award . This nomination shows that consumers can trust our brand, feeling safe in purchasing our products, and indicates that we are on the right track in relation to Brazilian customers. After all, we are a global company, headquartered in Frankfurt, Germany, and currently present in more than 30 countries.
See: Check out the list of companies nominated for the Reclame AQUI 2021 Award
Do you believe that being on Reclame AQUI is a differentiator for the brand? Why?
MV: Absolutely! We have been on Reclame AQUI for two years, and our Brand Page has over 500,000 views. Brazilians know that Reclame AQUI is a reliable source of information on how brands deal with consumer-related issues. We all know that problems exist and are inevitable in the day-to-day running of a company; after all, we are all human. However, the way these cases are handled reflects the brand's values and principles with its customers.
What is the biggest challenge you have encountered in customer service?
MV: There are many challenges, because although our team is made up of Brazilians, each state has a different culture and particular ways of expressing itself. Furthermore, Brazil has considerable land dimensions, practically a continent, and customers do not always understand that some logistics problems cannot be resolved overnight. Occasionally, complaints come in about delivery times, product returns and even situations involving people who did not complete the purchase, but we try to align the expectations of what we offer with the reality of the country.
