MORGAN HILL, CA (BRAIN)—Specialized has introduced The MasterLink—a customer service tool that combines existing Specialized systems with the latest in online technology.
The first stage of this effort is the new MasterLink Twitter page (click on above link), allowing customers to submit questions, receive solutions and browse technical information in a public setting, according to a press release.
Additionally, by using technology that actively monitors threads involving the Specialized brand on popular social media sites, blogs, forums and chat rooms, Specialized customer service reps can now intervene with assistance as needed. By addressing rider concerns in this proactive manner, The MasterLink will reinforce Specialized’s reputation for quality and performance with every Specialized rider out there.
The system has also been implemented to make warranty and service questions easier at the dealer level.
“For starters, by supplying customers with information and answers via the Internet and directing them to their local Specialized dealer to make a purchase, dealers will experience higher traffic of better informed customers who are looking to buy,” said Ryan French, director of inside sales and service operations.
By addressing technical concerns or challenges proactively with an official, authoritative voice, French explained, consumers will know they are being listened to, which will diffuse potential dealer headaches before they happen.
“In general, when the only route is to pursue a solution through their dealer, The MasterLink’s service agents will educate the rider of the source of, and solution to their question. They will then be directed to their local Specialized dealer to make sure their issue is taken care of in a professional, efficient manner.”