Post by hasina789956 on Oct 29, 2024 8:54:21 GMT
Customers do what they say. According to a study ( Opinium ), 81% of French people consider changing companies if customer service is not convincing. And in 2023, 75.5% of consumers have changed brands/companies due to poor customer service. And yet nothing seems to change in companies even though solutions exist. Complaints include all the complaints your customers tell you about the service/product/experience they received. They can even be compared to a dissatisfaction criterion. How does complaints management increase customer satisfaction? Good complaint management can change the image that a dissatisfied customer might have of you. Indeed, by taking complaints seriously, customers feel listened to . In addition, when you manage to resolve their problem, they will be ready to trust you. Better still, they can recommend you ! But how do you set up this process? Look no further, we have detailed it step-by-step below and here in this dedicated article : 1.1.
Structure your claims process Before you think about managing your complaints , you need to define an action plan. What are the most recurring complaints, and what are the most effective solutions for these same complaints? Is automation possible for the most common questions? What to do in case of a more specific problem? What resources should be allocated depending on the type bulk email campaigns of claim? On which channel (or channels) will you communicate with your customers? Email, phone, chat? Do you have a ticketing tool for steps and tracking ? Do you analyze the quality of response (see below)? So many questions that you and your team will need to answer before you get started. Moreover, these questions are far from exhaustive and suitable for all companies. Ask yourself the right questions... by thinking about your customers and the frictions encountered. Challenge your process, as if you were your company's customer.
In addition, your structure must be able to manage these claims , to do this, you need a functional infrastructure , and qualified personnel . 1.2. Make the claims process easier for your customers Highlight the complaint form on your website or social networks. Even if you have more than expected, it is better to do this rather than your customers spreading their dissatisfaction on their social networks and yours). In addition, do not hesitate to make resources available so that your customer can resolve their problems themselves (tutorials on YouTube, FAQs via a knowledge base , etc.). For example, Gen Z customers are picking up the phone, baby boomers prefer online chat , and the advent of AI is reshaping contact centers. For customer service decision-makers, 2024 could be a year of unprecedented transformation.
Structure your claims process Before you think about managing your complaints , you need to define an action plan. What are the most recurring complaints, and what are the most effective solutions for these same complaints? Is automation possible for the most common questions? What to do in case of a more specific problem? What resources should be allocated depending on the type bulk email campaigns of claim? On which channel (or channels) will you communicate with your customers? Email, phone, chat? Do you have a ticketing tool for steps and tracking ? Do you analyze the quality of response (see below)? So many questions that you and your team will need to answer before you get started. Moreover, these questions are far from exhaustive and suitable for all companies. Ask yourself the right questions... by thinking about your customers and the frictions encountered. Challenge your process, as if you were your company's customer.
In addition, your structure must be able to manage these claims , to do this, you need a functional infrastructure , and qualified personnel . 1.2. Make the claims process easier for your customers Highlight the complaint form on your website or social networks. Even if you have more than expected, it is better to do this rather than your customers spreading their dissatisfaction on their social networks and yours). In addition, do not hesitate to make resources available so that your customer can resolve their problems themselves (tutorials on YouTube, FAQs via a knowledge base , etc.). For example, Gen Z customers are picking up the phone, baby boomers prefer online chat , and the advent of AI is reshaping contact centers. For customer service decision-makers, 2024 could be a year of unprecedented transformation.