Taking care of oneself to become more beautiful and feel happier is increasingly becoming an important topic in modern life. The demand for beauty salon and spa services is therefore also expanding.
According to research, the number of beauty and wellness appointments is expected to grow at an average annual rate of 7.51% through 2022. Post-cosmetic recovery, diet and exercise to maintain optimal health and beauty, anti-aging service consultations... leading beauty salons and spas have been digitizing their services and operational processes with Contact Center solutions to meet the comprehensive needs of their customers.
Here are 3 effective ways to apply contact centers to the beauty salon & spa industry:
- Integrate Contact Center with CRM to increase touchpoints and ensure a seamless customer experience
Given the unique nature of the Beauty Salon & Spa industry, products must be carefully designed and recommended based on the customer's characteristics, physical condition, and surgical/treatment history. To maintain a competitive edge, businesses must ensure a seamless and consistent customer experience. Therefore, the Omni-channel Contact Center solution integrated with CRM, tailored to each business's operational system from Bellsystem24-Vietnam, is a logical choice due to its capabilities:
– Store and manage customer information in a single source. Import customer phone number lists into the system with user-based access rights assigned to each employee.
– Classify customers into groups and establish specific care procedures.
– Easily look up information, review care history, and listen to previous call recordings to develop the most appropriate approach for the next customer call.
– Maintain interaction with customers using automated tools, calendars, and pre-built scripts.
In addition, the system helps optimize the touchpoints between beauty salons and spas and their customers with the following features:
– Control and manage customers across multiple channels in real time (Hotline, Email, Social, Chatbot, etc.)
– Increase the speed and quality of customer responses
– Automatically route calls, understand the customer journey, and close deals at the right time with the right person.
– Provide customer consultation and support via high-quality video calls, enhancing customer engagement and trust.
- Build a high-quality Contact Center agent team
Agents are the face of the brand to customers, as they are the ones who directly interact with and handle customer requests. Especially with customers who are concerned about their appearance and physique, beauty salons and spas must have specific standards for communicating with customers. Agents with strong skills, the ability to listen, understand customer needs and insights, will increase the likelihood of converting orders, strengthen customer loyalty, and maintain a positive relationship between customers and the brand.
Bellsystem24-Vietnam's Contact Center solution will enable Beauty Salon & Spa businesses to achieve these goals with a high-quality Contact Center staff system and an existing customer database – built over many years of designing Contact Center systems for leading enterprises.
The Contact Center solution has helped increase the number of appointments by 40% for most Bellsystem24-Vietnam customers because:
– Provide a team of skilled telesales representatives who are empathetic, understand customer psychology, are proficient in their skills, and close deals quickly.
– Smart technology helps increase Telesales performance, automatically making hundreds of calls at the same time.
– Design a reasonable customer recognition and "customer retention" program
– Standardizing automated sales scripts helps optimize order closing productivity
– Build images and content that are insightful and touch customers' emotions
- Survey and monitor the system regularly to improve quality.
Monitoring key performance indicators (KPIs) is essential for quality assurance strategies, as it provides useful detailed information about the performance of individual agents as well as the entire Contact Center system. With the analytical features of Bellsystem24-Vietnam Contact Center, you can consistently monitor KPIs through metrics such as: average time to answer, average hold time during the first call, etc.
The Bellsystem24-Vietnam call analytics dashboard displays overall metrics to optimize business costs and resources:
– Centrally manage all interaction channels through a single interface and a single call center number
– Save costs, time, and resources through specialized training and teaching programs in both offline and online formats.
– Survey, monitor, and evaluate the quality of branches with mystery shopping services (Triple S). From there, develop the most effective and optimal system management strategy.
If your Beauty Salon & Spa is in the process of transitioning and optimizing its operational processes, don't hesitate to contact us. here To explore solutions from the experts at Bellsystem24-Vietnam.
