A satisfied customer can bring in new customers and increase revenue for the business. Therefore, enhancing customer care efficiency is an urgent requirement in the development process. However, not all businesses understand this. customer care process effective to solve this problem.
Why does customer care need a systematic process?
Customer care activities before, during and after sales play an extremely important role. Simply put, if customers are satisfied, it will create greater motivation for them to return to buy or introduce new customers to the business.
Customer Service Good will satisfy most of the needs and requirements of customers, maintain satisfaction, thereby increasing the effectiveness of brand promotion through word of mouth or in the form of mass media channels.
One professional customer care process will leave a deep impression of the brand, the message that the business wants customers to remember and increase the willingness to return to buy or introduce to new customers.
Customer care process diagram
To maintain customer satisfaction, addressing customer needs must be done in the best possible way and in line with business processes.
Step 1: Identify common goals
Businesses need to determine the final results they must aim for (retaining customers, solving immediate problems or expanding customer base...) for target customer groups, at certain stages.
The interests of customers can conflict with the interests of the business. Therefore, a rather important detail in the first step of building a customer care process It is necessary to determine the limits of the business's ability to support customers, what it can and cannot do.
Step 2: Classify each specific customer group
Each customer group will have different characteristics in terms of consumption habits and payment ability. Building a care process according to these characteristics will make customers feel loved, respected and trust your products more.
For example, older customers or those who live alone will enjoy conversation more, so businesses need to pay attention to the “little things”. to satisfy the feeling of being heard more.
Step 3: Determine the level of responsibility for each employee level
Each customer care center All roles are divided according to the increasing severity of the problem. In more detail, each level requires different responsibilities and response capabilities of different levels of staff.
Therefore, decentralizing tasks and transparent rewards and punishments help employees clearly identify their responsibilities and be motivated at work.
Step 4: Check the effectiveness
This is an indispensable step in customer care activities. By those Statistics on performance indicators (customer callback rate, complaint rate, product return rate, etc.) will help you have an overview of the current status of your customer service, quickly detect errors and correct them.
In addition, the above parameters also help you control the working efficiency of the department. Customer Service, as a basis for making appropriate personnel decisions.
Notes when building a customer care process
Each product, service and target customer has its own characteristics, therefore, a customer care process also need to be regularly reviewed and adjusted when problems arise based on negative feedback from customers or employees.
Besides, you should not just stop at passively handling the problem but also proactively collect feedback from customers through the following tools: Questionnaires, emails, face-to-face interviews,… and from the staff through conducting analysis and research to grasp and predict arising problems.
Evaluate the effectiveness of customer care
Nowadays, we have many indicators to measure the effectiveness of customer care services:
- Net Promoter Score –NPS).
- Customer Satisfaction – CSAT)
- Customer Effort Score ( CES)
- Social Media Monitoring (Social Media Monitoring)
- First response time (First Response Time)
- First Contact Resolution Rate – FCR)
- The level of problem solving required from customers (Customer Ticket Request Volume)
- Average issue resolution time (Average Ticket Handling Time)
As mentioned above, these parameters need to be processed and analyzed specifically to help businesses confirm their strengths and weaknesses, thereby improving quality. customer service.
You should also refer to: Customer service performance evaluation form.
Here is an overview of Customer care process diagram that businesses need to understand to effectively implement customer service activities. You can also connect with Bellsystem24-Vietnam to get advice on customer service solutions suitable for your business.
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