Customer Service in the Information Age

Golden Canary Is Sure Communication With Customers Will Never Be a Problem

This is the XXI century, we’re living in the information age, and despite all the technological advances in communication (you name it: smartphones, email, video calls, etc.), it looks like if people are living in a time where they feel the least understood and the loneliest.

This doesn’t only derives from a lack of effective interpersonal communication, where face to face interactions have dramatically decreased and made us numb to perceive body language, which accounts to over 50% of communication. It’s happened thanks to a world that has become virtual, where people spend most of their time online and that there’s no doubt that it brings an insurmountable amount of benefits, but as all powerful tools, if used incorrectly, can cause harm.

In an entrepreneurial perspective, businesses, like Golden Canary, have taken advantage of the communication speed technology has brought; making it easier for customers to purchase online from their home’s comfort. But some are concerned as well of an area of opportunity that has been growing: customer support and the building of relationships.

In an environment that rewards immediacy (of information, same day deliveries, customization, etc.), some companies have taken the road to profitability through transactions; this is, focusing on growing and speeding them up to sell more to more people. And the good news for small businesses are that there lies an area that still remains undeveloped: a great online customer service that can be compared to the one offered in physical stores.

As a customer, you can expect any brick and mortar store to have its “Customer Service” department. If you happen to need anything, you simply go to the store, wait in line, and a person will hopefully assist you.

People who buy online aren’t always sure of who’s going to be able to help them if an issue arises, not to mention if there’s even a person behind whom they might talk with. And this is where small family businesses and brands, like Golden Canary, have taken up some ground by focusing on filling the voids of customer support.

Golden Canary, having its mission of making people’s home their favorite environment, pride itself on offering premium customer service and not only as an “obligation”, but as a way to live their philosophy of serving people and creating value for them; because founders, Alejandro and Miguel, firmly believe that a true business is built on relationships where both parties benefit from the transaction.

So even though this brand uses a software to help it manage the high volume of emails it sends to keep in touch with its customers (like any other business does for sanity’s sake), it make sure that if any customer has an issue and contacts Golden Canary, a person will get back to the customer in less than 24 hours. Interesting thing is that the Customer Support Rep. that will be answering your emails or calls is Co-Founder Miguel Lozano. Why you may ask? Well, as a small business, Miguel hasn’t yet found the need to delegate this task and he does it while he can for two reasons: he finds a passion in doing it and it’s a way he can be close to his customers and learn from their comments and feedback.