{"id":6653,"date":"2021-09-11T17:23:34","date_gmt":"2021-09-11T10:23:34","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6653"},"modified":"2021-09-11T17:23:34","modified_gmt":"2021-09-11T10:23:34","slug":"post-sales-customer-care","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/post-sales-customer-care\/","title":{"rendered":"AFTER-SALES CUSTOMER CARE HELPS SAVE 6 TIMES COSTS."},"content":{"rendered":"

\u201cMaintaining an old customer will help a business save up to 6 times the cost of acquiring a new customer.\u201d<\/b><\/span><\/p>\n

After sales customer care<\/b>\u00a0The 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.<\/span>\u00a0<\/b><\/span><\/p>\n

\"post-sales<\/p>\n

Why do we need to take care of customers after purchase?<\/b><\/span><\/h2>\n

All businesses understand that\u00a0<\/span>after sales customer care<\/b>\u00a0plays 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.<\/span><\/span><\/p>\n

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.<\/span><\/p>\n

It can be affirmed,\u00a0<\/span>after sales customer care<\/b>\u00a0After sales plays a pivotal role in strengthening the bond between the company and the customer.<\/span><\/span><\/p>\n

Customer care and interaction process after sale.<\/b><\/span><\/h2>\n

If before, the Department\u00a0<\/span>customer service<\/b>\u00a0would 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:\u00a0<\/span><\/span><\/p>\n

1. Identify business needs<\/b><\/span><\/em><\/span><\/h3>\n

Each business has different ways of doing business, goals and directions for serving customers; these are shown in all stages, including operations.\u00a0<\/span>after sales customer care\u00a0<\/b>Therefore, setting customer service goals needs to be clearly defined by the management board, ensuring suitability and consistency throughout the operation process.<\/span><\/span><\/p>\n

2. Plan detailed customer service<\/b><\/span><\/em><\/span><\/h3>\n

Any\u00a0<\/span>customer service<\/b>\u00a0Any project that wants to be effective needs a specific plan and this process is no exception.<\/span><\/span><\/p>\n

The goal of building a post-sales customer care process\u00a0<\/span>contact center<\/b>\u00a0is to retain customers, satisfy them, turn them into loyal customers and encourage them to refer the company's products and services to other customers.<\/span><\/span><\/p>\n

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.<\/span><\/p>\n

3. Implementation<\/b><\/span><\/em><\/span><\/h3>\n

After having a specific plan is the implementation step. During the implementation process, the department\u00a0customer service<\/a><\/span>\u00a0You 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.<\/span><\/p>\n

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.<\/span><\/p>\n

4. Measure performance<\/b><\/span><\/em><\/span><\/h3>\n

To accurately evaluate the effectiveness of\u00a0<\/span>after sales customer care<\/b>\u00a0As well as customer retention, businesses need to use the following metrics:<\/span><\/span><\/p>\n