2023: Customer care has never been so simple!

The phrase "customer care" is not too strange in today's life when it is obviously an important link in business activities, a bridge between a company or business and its customers. . However, do you have the right view, in other words, aware of the importance of customer care activities, especially potential customers to have appropriate development methods for your business? business?

Customer service is a factor for effective competition and professional customer care will contribute to attracting more potential customers and increasing profits. It can be said that in recent years, customer care activities have been focused by companies and businesses to promote investment and development. So what is customer care, the process and important notes when taking care of customers, let's find out through the article below.

1. What is customer care?

Customer Care or customer service is all that is necessary that a company or business has to do to satisfy a customer's need or exceed that expectation. That is, serve customers the way they want and keep the customers they have.

In a fiercely competitive market, customer service is one of the deciding factors whether your company or business can stand. If your customer care department operates effectively and professionally, they will certainly not only retain old customers but also attract many new customers. Otherwise, customers can completely turn to use better services and products of your competitors.

A good customer care service can turn customers into "ambassadors" for your business. They will buy products, use services, and provide valuable feedback to improve product quality.

The customer care team is considered the face of the company. As the name suggests, the main job will be more care than support. They focus on providing and solving problems about services, information about programs related to advertising, promotions… The most important thing about customer care is the level of customer satisfaction and retention. .

See more: Understanding CRM strategy - Enterprises overcome all challenges

2. Why need customer care?

Try to put yourself in the position of a shopper, want to buy an item but do not know the information or promotions of that product, you will definitely go to the staff for advice. You are completely influenced by these employees and can make quick decisions. From this situation, you will realize that customer care is an important link because it helps:

• Good customer care will create loyal customers
• Increase the chances of customers buying your products again
• Attract potential customers
• Good customer care helps to create a free advertising channel, which is word-of-mouth marketing, saving costs
• Record customer feedback to improve quality
• Enhance the advantages of the company, enterprise, compete with competitors
• Good customer care

3. The most effective customer care secret in 2023

3.1. Identify factors affecting customer satisfaction

This is an important step to help you understand the information and data about your guests and navigate the way to take care of your customers appropriately. Most potential customers will not find the business on their own, so businesses need to actively target and reach these objects.

Some factors you need to pay attention to are response time to inquiries, whether the quality of service is satisfactory to customers, whether the customer service staff attitude is friendly and makes a good impression, external factors, etc. external factors such as advertising from competitors, preferences as well as financial capabilities of customers... Then, or set standards for influencing these factors to provide an overall direction for the company, business and help employees focus on their own tasks in the customer care process.

See more: Customer Management (CRM) - The secret to leading the market

3.2. Focus on the customer's feelings and needs and desires

No one goes to customer service and wants to hear all about things that aren't necessary for them. So the key issue here is, you need to know how the customer is feeling, what they lack and what they need to hit "straight" into people's psychology. Don't ramble that your company is great like this, quality service is like that without immediately solving problems. Excessive advertising can be a double-edged sword, both frustrating customers because they can't find their answers, and losing you potential customers.

3.3. Reach potential customers by regularly interacting, building close relationships

The most important thing when approaching customers is to create friendliness, create inspiration to buy for customers, should not be excessive - exchange too much at the level of buying - selling, do not let customers feel they are the object. being approached. Creating a comfortable atmosphere for customers is extremely important, let's communicate gently, honestly so that customers feel they have a very important position, thereby leading them to purchase decisions. . From there, you can gradually build a strong relationship with your customers.

Even after a customer has purchased a product or service, don't forget to continue interacting with them. Not only does this build customer loyalty, but it also helps to capture genuine feedback so you can improve the quality of your business and reap more profits.

3.4. Develop incentive policies to attract customers

Customers' psychology will always be towards the services that bring them the most benefits, so creating preferential policies will take advantage when enticing customers in the decision to buy and use products. or service. Let's focus on the advantages and after-sales services to make up the whole purchasing decision.

To build preferential policies that are both beneficial to the company's revenue and attract customers, you need to research the market as well as the customer file extremely carefully, come up with optimal and flexible plans. for each stage to get the best results.

3.5. Applying technology to customer care

It is flawed if you still rely on manual customer care methods while the outside world is rumbling with modern technology. Do not hesitate without immediately taking advantage of the power of information technology to make customer care easier and more effective.

The application of Customer Relationship Management (CRM) technology to the customer care process will increase convenience for both employees and customers. That is reflected in the following benefits:

• Gather all customer information into one system, keeping all information and transaction history with customers. This helps businesses avoid the case that each employee manages and takes care of their own customers, leading to the loss of customer information when the employee quits.
• Control what employees are doing and how customer care progress is for each customer. This ensures that the staff will implement the sales and customer care process in accordance with the standards, avoiding the case of losing customers due to poor care.
• Help managers know the potential of each customer as well as analyze and evaluate deals with customers. Which deals need to focus on promoting, which stages are stuck, which customers need "special" care. Knowing this information new managers can assess the business situation, the ability to achieve the plan, set goals and provide timely solutions.
• Ensure the sharing of customer information between departments. What if the customer searched by the Marketing department is not well taken care of by the Sales department or the deal has been done but the after-sales department does not follow up to meet the customer's needs… The efforts of this department are "broken down" by other departments.
• Finally, the Customer Care system on mobile applications (IWS) helps businesses effectively gather and exploit accumulated and "inherited" business knowledge for future generations. It won't take long for businesses to train new employees.

Through the article of Estuary Solutions, we hope that you will be confident in applying 4.0 digital technology to the customer care process of your business.

For more information and to register for a trial of the Mobile Application Customer Care System (IWS), please contact:

Ms. Vy Pham,

Senior Business Solution Consultant

Estuary Joint Stock Company

Software to manage tasks, projects and customers | Customer Care Software | Distributor Management Software | Production Management Software

Phone: 0986 799 646

Email: phuongvy.pham@estuary.solutions or info@estuary.solutions