The main task of Customer Care is to represent email database indonesia the interests of the client's business on the company's side. After all, thanks to the interaction, the consumer's business and the company will be able to develop together and receive mutual benefit.
When Customer Care was first launched, companies were concerned that there would not be enough service requests. To solve this problem, a service was launched for the top 200 clients by revenue in this area. However, many consumers did not trust it and considered it an imposition of additional services. To avoid this, it is recommended to use official communication channels, such as a ticket system. The Customer Care department works most effectively through fast channels, such as instant messengers, which allows you to be in contact with the client around the clock and effectively establish trusting relationships.
Organization of the customer care department
An important task of the Customer Care manager is to deeply understand the needs of the client's business and transfer this information to the product team engaged in the development of the company's services. The main goal is to adapt the company's processes to the tasks and needs of the consumer, which may consist of:
settlement of controversial issues;
consulting on the operation of services;
relationships with partners;
building a complex architecture involving several data centers and services;
creation of a geo-distributed project that is resistant to various force majeure events.
Customer Care plays an important role in the success of the client's business, and its KPI is based on revenue. It is important to understand that although this department is not a sales department, it directly affects the size of the average customer check. In order to retain customers and develop long-term relationships with them, the company must show interest and show that it is not just a service provider, but a strategic partner. The key task of the department is to satisfy the needs of the target audience and develop mutually beneficial relationships.
There are no new revolutionary tools in this industry. Many companies are currently actively using Telegram as their main means of communication. This is especially convenient because it allows consumers to quickly contact the company's team, and its specialists - with each client in their own chat. A person can write there at any time of the day and get an instant answer.