In the context of a crowded market, the customer care department will help businesses escape the price war, capture the hearts of users and optimize profits. So are you curious what the function of the customer care department is? Together with BECARE.IO see the right duties of the customer care department; At the same time, find ways to build KPIs for the customer care department through the following article.
Understand the true nature of the customer care department
What is the function of the customer service department?
Simply put, the customer service department, often abbreviated as customer service, has the role of ensuring satisfaction throughout the purchase journey.
For example, at the stage when customers find out information, the customer service department will represent the customer's difficulties and needs and advise on products. Moving to the procurement stage, this department impresses with its professional, dedicated service. Finally, the customer care department continues to pay attention to monitor and solve problems and complaints about products; as well as constantly reminding customers about the brand.
As can be seen, customer care is extremely important; and should be coordinated with Marketing and Sales, especially at the post-procurement stage.
What is the role of the customer service department?
Collect customer information
As a direct point of contact with customers (via point of sale or online channels), the customer service department has the opportunity to understand the difficulties and desires of customers. Therefore, if handled improperly to recognize sales opportunities, businesses can lose a large part of revenue at this stage.
Customer consulting
To ensure the standards, consulting process of the department hard Customer care should be built in. Accordingly, the process of greeting, defining consulting issues and leading in each case is clearly outlined from the very beginning. This helps to ensure that the information conveyed is correct and sufficient; minimize the bad experience that can happen.
Soothe customers
When an incident occurs, the customer care department must be the place to solve it. At this time, the reception staff must patiently listen, show empathy and offer solutions. This is a very important task to create brand love. If done well, businesses can reverse the situation; Turn an incident into an opportunity to gain more loyal customers.
Old customer service
According to statistics, the cost of creating new customers is 5 times higher than taking care of old customers. Therefore, the customer care department needs to maintain relationships and create memories.
Communicate guest feedback
After receiving the feedback, the task of the customer service department is to systematize the information for internal feedback. This helps businesses upgrade products and services according to their needs.
Ensure optimal benefits for customers
This task is most clearly demonstrated through the warranty and return policy. The more benefits offered, the more attractive the business becomes. However, how to build to balance with the interests of the company? That will be the problem that the customer service department has to solve.
Besides, the customer care department also contributes to creating the experience "wow"in the guest. The simplest example is proactively visiting, detecting and solving problems right before the customer raises the problem.
Find and fix bad touch points
This is the task to help decentralize the capacity of customer care staff. If you want to advance and confirm your functional role with the company, employees need to actively contribute to improve the process.
Building a customer care department for the company
Building location and workflow
The simplest of our organizational chart is hierarchical. In which, large companies will include Head of Department, Deputy Head of Department, Team Leader and Staff. Smaller companies may consist of a manager managing the employees. Or more streamlined is to book a customer service room under the management of the sales manager.
Some places may apply location division by function. For example, some titles in this division are: customer data manager; customer experience management; staff return goods – warranty; problem management specialist; Support staff…
Depending on how the position is divided, the working process will also be adjusted accordingly.
Recruitment criteria
To build a strong customer service team, business owners need to choose people who possess the right qualities such as:
Listening and understanding: to create a pleasant feeling for customers in all cases; then find valuable information in the conversation as a basis for upgrading products and services.
Skillful communication: to convince customers, build trust and love for the brand; In particular, the art of communication also helps soothe customers in unfortunate product incidents.
Patience, gentleness: this is a must-have quality because this is a place where bad feedback is often encountered.
Be proactive at work: When working with people, the element of surprise is inevitable. Therefore, employees should be proactive to flexibly behave and maintain a professional image for the brand.
How to manage KPIs for the customer service department?
To accurately assess the performance of this particular field, a kpi system for the customer service department was proposed. In particular, you should pay special attention to the following indicators:
- ART – Average Response Time: Average customer response time
- FCR - First call resolution: The percentage of complaints resolved on the first call.
- RR - Resolution Rate: Rate of speed to solve problems for customers
- CSAT – Customer Satisfaction Score: Customer satisfaction index.
- CCR – Custommer Churn Rate: Rate of customers leaving
- TB – Ticket Blacklog: Number of outstanding issues
Which solution reduces the burden on businesses while still ensuring the quality of customer care?
As can be seen, building and managing a customer care department is not an easy task. With a huge amount of information and variety, this department urgently needs tools to support.
To help businesses solve the above difficulties, BECARE.IO provide comprehensive outsourced customer service:
- Multi-channel CSKS PBX software is specially designed, making BECARE.IO easily suitable for all needs and sizes of businesses.
- Providing professional customer service personnel to save recruitment and training time.
Please contact BECARE.IO immediately to register for a detailed consultation on customer care solutions for your business.
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