Competition in the market is increasingly fierce, businesses are willing to spend millions of dollars on advertising to attract new customers, but sales growth is not as expected, brand reputation is not improved. The cause can come from many different factors. But do you know, the most "deadly" reason in the 4.0 era that can bring down any business, big or small, often comes from CUSTOMER SERVICE.
What is customer service really?
Customer service occurs throughout every interaction between a customer and a business, whether it is before or after a purchase, and whether or not the customer intends to buy.
Customer service is everything that customers think is a necessary benefit for them and hope to satisfy them. For customer A, it could be product quality at a reasonable price, customer B may consider it on-time delivery, while customer C evaluates this through the understanding and service attitude of the transaction staff...
Why is good customer service an investment that pays off in digital profits?
Good customer service will gradually gather a large number of loyal customers, thereby creating profits, because when customers are satisfied, they not only buy products more often but also build trust in the business, spreading products/services to people around them. Especially in the era of strong development of social media information like today, a good comment can turn a small business into a million-dollar business overnight and even more. According to a study conducted by the American Management Association, loyal customers generate up to 65% of a company's revenue. Therefore, many businesses have chosen to invest in high-quality customer service to enjoy the sweet fruit of word-of-mouth marketing campaigns at zero cost from their own customers. The larger your database of regular customers, the lower your advertising and marketing costs to them.
It is difficult to define “perfect service”, because certainly no business will dare to guarantee that it will satisfy all customers when experiencing the service, because somewhere there are always "special and individual" customer cases. However, Bellsystem24-Vietnam firmly believes that with sincerity in service and efforts to continuously improve Call/Contact Center technology, customer service will become a key and most effective factor in the development process of every business.
Essential elements for excellent customer service:
1. Employees need to understand the company's products, services and customer psychology, must bring comfort to customers and highlight the benefits of products/services and advice when consulting.
2. Convenient communication: Whether it is an online or offline channel, you always need tools that can create the simplest and fastest communication with customers, convenient for the care process and information exchange.
3. Diverse payment and shipping: payment via Internet Banking, ATM, money transfer service, COD, direct payment... Update order shipping status for customers.
4. Create memorable surprises: You can bring customers interesting and surprising things with just small things like giving a thank you card, gift, birthday wishes, promotional voucher... will make customers happy and remember you for the next orders.
5. Listen to feedback for excellent customer service: Always thank your customers for their feedback and let them know that you are working to improve your service. This shows that you are listening and they will be more likely to buy from you in the future. Or, you can give them a discount code for their next purchase.
But Bellsystem24-Vietnam understands that, to improve customer service to a professional level and generate profits in today's era, we cannot rely on manual methods, but need serious research and investment in advanced technologies. Imagine, you have 10,000 customers to serve and all of this is only done through manual information checking with Excel files or calling customers by manually dialing numbers on mobile phones. Is it impossible or too resource-consuming?
Develop professional customer service at BellSystem24-Vietnam.
Bellsystem24-Vietnam confidently develops every business's customer service to a new level in a neat and easy way thanks to advanced supporting technologies combined with more than 13 years of experience in the customer service industry.
Proud to be the leading provider of Contact/Call Center Services and Customer Care in Vietnam, with full functions from providing/answering information, handling complaints... to receiving orders, selling, increasing loyal customers, providing optimal support for all businesses at all 3 stages:
(1) Lead Generation (Pre-Sales)
(2) Support providing/answering questions or requests from customers (during the sales process)
(3) customer care, increase customer loyalty to the brand (after sales).
The main functions of Contact Center at BellSystem24-Vietnam include:
– Order receiving and processing service: Receiving and processing orders through integrated multi-channels (Omni-channel) such as: voice channel, email, livechat on website, social networks (Facebook, Zalo, ...)
– Information answering service – complaint handling: Providing social and cultural information, entertainment; Answering questions; Supporting the use of Products/Services; Answering administrative and legal procedures… for State agencies, social organizations & Enterprises.
– Customer information and file processing service: The call center will receive customer registration files to use the Service/Product. All customer information will be preliminarily assessed and compiled into the customer management system (CRM) according to the correct procedures and standards from the Enterprise.
