As head of operations and sales I often get asked: “What are the benefits of subscribing to the getclosure! service?” During a training course which I attended a couple of weeks ago, I learnt that there is a subtle but very important difference between features and benefits.  Because I am so deeply immersed in the development of the getclosure! system that subtle difference sometimes gets distorted for me.

In the past couple of days I have been pondering over this issue and this pondering led me to write this blog post and highlight what the key benefits of the subscribing to the getclosure! service are.

1)    The ability to discreetly deal with e-complaints.
The current reality is that Social Media is alive and well, millions of people are searching the internet to find sites that they can use to discuss both good and bad service that they have received from suppliers. Unlike other websites getclosure! does not publish the complaints for all to see.  Our service is discreet, enabling effective communication between consumers and suppliers.  We provide an independent portal for consumers to submit genuine complaints and then we manage these complaints to try and ensure that resolution is reached.

2)    Reports
Subscribers enjoy the benefit of being able to generate Complaint Resolution Reports from their Subscriber Dashboard.  These reports can be generated at will and cover a time period selected by the subscriber.  The report will cover all complaints submitted between those dates and will contain information such as: average time to resolve the complaint, time taken to provide initial response, consumer feedback when closing the complaint.

3)   Customisation
Subscribers can customise the submit a complaint interface so that they can collect as much information with the initial complaint as possible.  For example, FNB, our first subscriber, has customised the FNB submit a complaint interface to capture customer details such as their FNB account number and their phone number.  These simple changes have enhanced the way FNB use the getclosure! service and have resulted in FNB resolving consumer complaints more efficiently.

4)    Committed to Excellent Service Seal
Subscribers can display the getclosure! Committed to Excellent Service Seal on their website.  The benefit of the seal is that consumers who visit the subscriber’s website wanting to complain can immediately see the seal.   The seal can direct the consumer to the subscribers own in-house complaint mechanisms and at the same time offer the consumer the alternative of submitting their complaint through getclosure! The outcome of this is that more complaints end up in the subscribers’ in-house complaint mechanisms and less complaints end up on public whinge sites.

If you have any questions or need any clarification please feel free to contact me at richard@getclosure.co.za. If you wish to subscribe to the getclosure! service please click SUBSCRIBE.