“Maintaining an old customer will help a business save up to 6 times the cost of acquiring a new customer.”
After sales customer care The purpose of this process is to ensure that customers are satisfied with the products and services after purchasing and using the company's goods. In addition, this process also helps encourage customers to continue purchasing or introduce new customers. Therefore, this is the most important step that businesses cannot ignore.
Why do we need to take care of customers after purchase?
All businesses understand that after sales customer care plays a vital role in customer satisfaction and retention. This process builds trust and increases customer loyalty, while also giving businesses the opportunity to gain free brand exposure from satisfied customers.
When customers start to trust a brand and interact regularly with a business over a period of time, they will tend to promote that product and brand to many people. Thus, a satisfied customer will recommend the product and service to others.
It can be affirmed, after sales customer care After sales plays a pivotal role in strengthening the bond between the company and the customer.
Customer care and interaction process after sale.
If before, the Department customer service would wait for customers to contact and request support, but today, this process has been switched to a proactive position to ensure the effectiveness of the service. Below is the specific process:
1. Identify business needs
Each business has different ways of doing business, goals and directions for serving customers; these are shown in all stages, including operations. after sales customer care Therefore, setting customer service goals needs to be clearly defined by the management board, ensuring suitability and consistency throughout the operation process.
2. Plan detailed customer service
Any customer service Any project that wants to be effective needs a specific plan and this process is no exception.
The goal of building a post-sales customer care process contact center is to retain customers, satisfy them, turn them into loyal customers and encourage them to refer the company's products and services to other customers.
Therefore, after-sales customer care plans always need to adhere to the purpose, providing solutions to handle requests quickly and effectively for both customers and the company. The plan needs to be flexible and divide work for each employee/department scientifically.
3. Implementation
After having a specific plan is the implementation step. During the implementation process, the department customer service You must ensure that you follow the customer service plan that has been set out. At the same time, you must also be flexible in making adjustments within the allowable range when problems arise.
The implementation process will sometimes change due to the impact of business campaigns, this issue requires the ability to flexibly change the scale and function of the customer service department.
4. Measure performance
To accurately evaluate the effectiveness of after sales customer care As well as customer retention, businesses need to use the following metrics:
- Customer satisfaction index (Customer Satisfaction Score – CSAT): quantify customer satisfaction.
- Customer Satisfaction Index (Net Promoter Score – NPS): quantifies the level of customer preference and willingness to share products and brands.
- Average time to first response (Time to First Response – TFT): time to interact with customers.
- Average time to resolve customer requests (Time to Resolution – TTR): time to resolve customer issues.
5. Evaluation and improvement
The purpose of evaluation is for businesses to check whether customers are completely satisfied with the solution provided. after sales customer care Is the current situation following the requirements and goals set out?
In addition, based on the analysis of the above measurement indicators, businesses can easily detect weaknesses, shortcomings and arising problems to adjust methods and come up with more optimal improvement plans.
Customers will see that the business is very thoughtful and respectful, they will feel more fond of the brand. From there, the rate of customers returning to buy or recommending products increases, helping businesses increase revenue significantly.
Like any service, the service after sales customer care It is also necessary to have a specific process. This not only helps businesses have an effective, consistent and professional operating framework, but also makes it easy for businesses to monitor, control and evaluate. Thanks to that, this service will become a strength to help you retain customers effectively.
