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L'expérience client un levier de différenciation

Thierry Talag
Author

Diplômé de l'université de Berkeley aux Etats Unis. Formation et conseil en marketing direct (CRM). Formateur diplômé FSEA du brevet fédéral de formateur pour adultes.

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Digital on support.

Thierry TalagThierry Talag

The main challenges a Customer Service encounters is to answer quickly and efficiently to customer requests in order to not miss a potential sells opportunity.

1. Centralizing your most valuable relationships.

After Sales service can receive more than 300 emails per day. It is therefore vital to tailored email to each recipient. You should not only have an easy and fast format to share all that material, but also you need to track everything being shared in order to analyze your team performances.

Every interaction should be tracked and centralized in one place, shared with the whole team, and easily accessible from anywhere and at any time.

2. Adapting to digital to ensure quick exposure.

Traditional communication methods are shifting. Customers want to be able to find what they’re looking for as quickly and as accurately possible to answer the significant demand for new product and support. To provide this, you need to implement a digital support system  that enables your clients to view right away your latest information online via inspiring virtual shows, documents or videos.

A digital platform gives your client and prospect a place to download documents and request support directly from a single place, making the process a lot smoother and faster for both of you with the simple click of a button. It’s a win-win situation for everyone!


3. Convert your metrics into performance management.

Digital management solution has the power to collect valuable data that reflects the interest and awareness of your brand. This type of technology enables you to track and analyze in detail the views on each documents and downloads per subject by proscpects or buyers, as well as get a real-time understanding on how your brand is performing.

These metrics are essential to understand the performance of your Customer support and will help you identify what product may need to improve, what asset to focus on, and which customer profil to target for your next pitches.

All these data are essential to improve your future marketing actions and get even better results for the seasons to come!


“In today’s industry, digitalizing internal processes is a must that increases productivity.”
Thierry Talag
Author

Thierry Talag

Diplômé de l'université de Berkeley aux Etats Unis. Formation et conseil en marketing direct (CRM). Formateur diplômé FSEA du brevet fédéral de formateur pour adultes.

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