Customer Care is More Than a Call Center

'So much more than a call center…'

Customer care is not a one-size fits all situation. To support brands and their customers, the Stone & Bridges team members answer customer questions and complaints. Yet customer service requires much more than just this. Speaking to De Telegraaf, Anouk discusses the idea that good customer service requires much more than just simply answering queries. When done right, a customer service team knows exactly what is and what is not going well in the organization and with the products. These insights can be invaluable when shared with the right people and teams.

A new way to support your customers

Traditional call centers often carry a negative connotation, associated with impersonal and inefficient service. Anouk rejects this notion entirely. "A call center? I think that's a nasty word," Stone & Bridges does far more than merely answer phones. Stone & Bridges sees customer service as a critical component of business success, one that requires seamless integration with all departments—from IT and logistics to design and online marketing.

Companies that don't feel like investing time in good customer service themselves don't have to turn to us either. "We really do it together with our brands. Therefore, they have to find customer service as important as we do.”

The secret to good customer service

Customer service has evolved dramatically in the past decade, and Stone & Bridges are at the forefront of this transformation. Taking a holistic approach to customer service, integrating it deeply within the operational fabric of its client companies, Stone & Bridges tailors its customer service approach to fit the unique personality and voice of each client company. This personalized strategy begins with a simple yet profound question: "Who would the company be if it were a person, and how would they talk to customers?" This ensures that customer interactions are authentic and aligned with the brand's identity, fostering stronger relationships and customer loyalty.

Complex problems require consistent solutions

A cornerstone of effective customer service discussed in the article is the ability to listen carefully and take complaints seriously. Many customers who leave negative reviews on platforms like Google or Trustpilot simply want to be heard. By acknowledging their concerns and expressing understanding, much of the tension can be alleviated. However, Anouk states that one thing definitely helps: Consistency. You have to be consistent in the solutions you offer to your customers.

Past, Present & Future

From its humble beginnings as a sole proprietorship, Stone & Bridges has experienced remarkable growth. In just six years, it has transformed into a limited liability company with 29 employees. By 2024, we anticipate reaching sales of over €1.5 million.

Looking forward, Anouk envisions continued growth and expansion. With plans to increase the team to over 100 employees, Anouk is already scouting for new office space to accommodate this growth. Her vision for Stone & Bridges is clear: to remain the "spider in the web" for multiple companies, providing exceptional customer service and fostering meaningful connections between businesses and their customers.

Stone & Bridges' success story is a powerful reminder of the critical role that customer service plays in modern business. By prioritizing listening, understanding, and personalized approaches, brands can not only resolve complaints but also build lasting customer loyalty and drive sustainable growth.

Read the full article here (available in Dutch) or get in touch if you want to know more.