HR Integrated Solution Service Provider | Human Resources Comprehensive Solution Service

2023

Customer service system construction

Confusion you may encounter. · What can we do for you? The benefits you can get.

Confusion you may encounter

The upgrading of Chinese residents' consumption and the pressure of the new normal economy have made it more difficult for enterprises to compete. In addition to the general price, cost and brand marketing, the competition among enterprises also faces a greater degree of competition in customer service, and the lack of experience in building customer service system;

Consumer demand for service diversification, personalization, differentiation and humanization is increasing, and traditional enterprises are faced with a series of problems, such as how to accurately capture customer needs and how to meet them pertinently;

■ Enterprises lack a clear consumer positioning and service strategy, there is a widening gap between the products and services provided and consumer expectations, and customer satisfaction is insufficient;

Insufficient segmentation of customer types, inefficient insight and collection of different types of customer service needs, hindering the improvement of products and services;

The collection, analysis and processing mechanism of customer feedback information is inefficient, the internal response speed of the enterprise is low, the customer complaints and opinions cannot be handled reasonably, and the customer loyalty is reduced;

The internal service consciousness of the enterprise is weak, and the service ability of the staff can not match the customer demand.

What can we do for you

① Based on the in-depth research of relevant industries, existing markets and consumers, combined with the overall development strategy of the enterprise, the current situation of products and services, redefine and clarify the enterprise customer management and demand service strategy;

② Through internal research and customer surveys, market segments and customers, collect effective information, build customer images, accurately capture the needs and expectations of different types of consumers for services, analyze the shortcomings of existing services, and find the focus of the customer service system;

③According to the insight of customer demand and the defects of the existing system, design the service system blueprint based on customer demand, and construct the mechanism to dredge and improve the enterprise service process, service standard and service quality from the aspects of marketing, sales, service and technical support;

④ Plan and build a customer service system data management system for the enterprise, and provide technical support for the implementation of the customer service system;

⑤ Provide professional staff training and guidance to improve the service awareness and corresponding skills of employees;

⑥ Follow up the progress and implementation of the project, evaluate the effect, collect feedback, and make timely improvement according to the changing customer needs.

You can gain

√ Clarify the enterprise customer positioning and service strategy, formulate a service strategy that meets the market status and customer needs, and lay a good foundation for the customer service system;

√ Form accurate customer images, fully subdivide customer types, and help enterprises design and provide personalized and differentiated services;

√ Establish and improve the customer demand service system, effectively obtain customer demand, and improve the internal customer feedback response and processing capacity;

Scientific management of customer relations, attract new customers, retain old customers, improve customer "self-esteem value proposition" loyalty;

√ Improve the customer service awareness and ability of enterprise employees and enhance the core competitiveness of enterprises.

Case sharing

-- A Chinese national automobile brand benchmarking enterprise customer center construction project

Project Background

The automobile group puts forward the strategic goal of "improving quality and creating Chinese symbols", with "physical quality, management quality, and service quality" as the starting point for quality improvement, and the customer service center is the external window for the automobile brand to directly contact customers. It carries the important task of improving service quality. In order to achieve the strategic objectives and tasks, the enterprise has established the construction concept of "big customer service", customer-oriented, and vigorously improve the level of customer service. Specifically, the customer service center should integrate resources and channels, rely on accurate customer information and customer service insight mechanism, assist distributors to improve the marketing accuracy before and after sales, realize differentiated customer experience, establish customer sustainable development relationship, and further consolidate and develop the four basic businesses of customer insight, customer feedback, customer service and customer relationship, through these basic services, we can achieve better customer insight, help customers solve problems in a more timely manner, provide more satisfactory customer service, and establish closer customer relationships.

Key Challenges

Although the senior management of the company has "big customer service", there is no clear planning and construction idea for the definition of "big customer service", the characteristics of "big customer service", and the business capability and IT capability construction required by "big customer service.

Solution ideas

We have made a clear definition of the characteristics of "big customer service": ① full channel, ② intelligent and social, ③ data analysis, ④ closed-loop management. In the future construction, it is suggested that: ① in terms of organizational personnel, the future customer center should optimize and adjust the existing organizational structure and clarify the relevant post responsibilities according to the new center positioning; ② in terms of information standards, the foundation of customer service is the understanding of customers, and the understanding of customers comes from the collection of customer information, so the formulation of customer information standards is related to the quality and effectiveness of information collection; ③ in terms of service process, take customers as the center, reorganize and analyze the existing pre-sales and after-sales service process, and optimize each customer contact point; ④ In terms of system construction, the collection, analysis and mining of future data cannot be separated from the support of the system. Therefore, in order to support the business more effectively, attention should be paid to the planning and construction of the system, the positioning of key systems should be clarified, important functional modules should be designed independently, and relevant system data should be fully mastered.