Securus Technologies, an authority in criminal and civil justice technology options for investigation, monitoring, corrections, and public safety, recently announced that it was challenging its arch rival in the industry, GTL, to allow a neutral technology judge decide who had the biggest and best product collection, and the most state of the art telephone calling facility. Securus also wanted a judge to determine who among them had the most expense and capital efficient platform, and high quality customer service.
Why Securus and GTL Products Should Be Compared
According to the Chief Executive Officer of Securus Technologies, Richard A. Smith, GTL claims that their customer services and technology can compete with that of Securus. Due to this assertion, the CEO of the security technology company wants a judge to access both products, both customer service designs, and both calling facilities. The CEO further claims that the comparison is not fair considering that in the past 4 years, Securus has invested more than $700 million into the business in different ways including buying companies, product development, and the development of a sophisticated technology and customer service centre. He claims that GTL’s investment is just a fraction of what Securus has invested over the years.
A Brief Comparison of Securus and GTL Platforms
Richard’s comparison of the two platforms was as follows:
- Securus has a bigger product set for correctional facilities
- Securus has a call center staffed by local employees- GTL outsources its customer service staff. Furthermore, the call answer performance at Securus is 600% better compared with that of GTL.
- Securus has its own trained technicians whereas GTL contracts a majority of the technical tasks to non-employees
- Securus has a large VOIP (Voice Over Internet Protocol) corrections calling facility whereas GTL relies on older calling platforms.
- Former GTL clients who have ever since moved to Securus claim that the latter’s technology and customer experience is, by far, much better than what is available at GTL.
It is impossible to keep up with anything and everything being said about your brand online. You don’t have unlimited time or resources. However, there are tools that can help notify you of any mention of your brand, product or services. These tools let you be proactive in guarding against reputation damage.
Trackur, Reputology, Reputation.com and Brand Yourself are a few tools that track brand mentions online. It is worthwhile to pay for these services if you can afford it. However, there are also free resources to use. Google Alerts tells you when another website mentions keywords associated with your brand. Daily alerts or real-time notification via email tell you when a mention occurs. This information is tracked and is available for review.
Twitter searches are a great aid to track whether you have unknown customer service flaws or image issues. Search by brand, product or service, and then “More Options.” Enter the search criteria and save it for future use. Also note that you can use the advanced search features to track any tweets to you or your competitors.
It is easy to fall prey to inflammatory comments and things you just won’t like. Social media is normally a great platform to share your feelings on issues and to interact with others who do not share your opinions. No matter now calm or apolitical you think you are, there will always be something that makes your blood boil and forget the risk of fully engaging in all or nothing online combat. This can damage your brand, even if you are using personal accounts to post these comments. Avoid this pitfall whenever possible.
You can’t please all the people, all the time. However, if nothing negative appears in a search of your brand, then comments can look engineered and insincere. Negative reviews in and of themselves are not the end of the world. However, how you respond to them is key. If you take the time to acknowledge an issue and try to make amends, you could prevent a customer defection and even generate positive buzz for your product or services.
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