The COVID-19 pandemic has widened the gap between businesses and customers when all face-to-face transactions have been halted. Faced with that situation, small and medium enterprises may lose a large number of customers, if they do not quickly find new solutions for business activities as well as customer care, it will be difficult for businesses to Maintain customer relationships and loyalty.
1. What will happen to small and medium enterprises in Vietnam after Covid?
According to a survey report by the Vietnam Chamber of Commerce and Industry in collaboration with the World Bank in Vietnam, there are currently 87% businesses affected by the COVID-19 pandemic in which sectors such as: Communication, real estate, electrical equipment manufacturing, motor vehicles, education, labor, retail, electronics, tourism, etc. are most affected.
In the survey, the majority of businesses said that because of the COVID-19 pandemic, they could not reach customers, disrupted the supply chain, sharply reduced revenue, had to cut labor. struggling. Not only that, under the impact of the pandemic, customers' shopping habits and needs have also changed, spending on non-essential items has also been cut more. So, what is the method to help businesses optimize customer care activities, easily approach customers while saving costs and human resources, and ensuring work quality and revenue?
2. Contact Center solution for small and medium businesses in Vietnam
Contact Center – An “all in one” solution.
Contact Center is a multifunctional PBX system that helps businesses easily manage all sources of information coming in and out of the business easily. Although it is a multifunctional system, Contact Center is very easy to use and does not spend too much time on training employees to use new support software. Not only that, employees when using the Contact Center system can be flexible in taking care of their customers even when they are not at the company.
The Contact Center system also provides maximum support for businesses by allowing easy recording and retrieval of customer information for each call. The system also helps businesses improve the response rate to customer calls, easily make statistics, extract information, and report making customer care activities more effective and businesses can Monitor and capture the work quality of the customer care team. Besides, based on the extracted data and the recording features of the system, enterprises can make training plans for their employees.
When your business does not have enough resources to manage all calls and respond to customer requests as quickly as possible, perhaps setting up a Contact Center system is a right and necessary solution.
Contact Center brings businesses a lot of benefits, but to equip yourself with a Contact Center system is not easy for small and medium businesses, especially at this time, the market is facing difficulties. financial difficulties due to the impact of the COVID-19 pandemic. Therefore, outsourcing Contact Center services is the optimal solution for businesses.
To learn more about the benefits of outsourcing Contact Center services, see more articles Benefits of outsourcing customer support services Call Center / Contact Center.
To operate a Contact Center system is not easy because in addition to cost and money problems, businesses will encounter many more problems. Therefore, it is best for businesses to choose to hire Contact Center services from reputable units. Come to BECARE.
BECARE.io – A comprehensive customer service provider with a full package of customer care assistant service solutions and an omni-channel contact center system designed specifically to suit all needs and requirements. enterprise size. BECARE is committed to bringing the best customer service experience to its customers.
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