Consistent Service Levels
Improve customer satisfaction by providing consistently good
service to them no matter how they interact with your organization.
The Challenge
When a customer calls to check on their order you need to have their complete
customer profile, order history, product history, and customer contact history
right there when they call. When you have their order information available
your staff can follow-up on a customer's order questions with specific order
details. With a customer's order history at their finger-tips, your fraud
checking staff can see abnormal purchasing patterns that a fraud algorithm
may not. When you know what products your customer has purchased in the past
you can answer their questions better and you have the ability to upsell
and cross sell them on products that best match their previous orders. And
when you have their customer contact history available you can respond to
complaints and questions with a traceable knowledge of who and when your staff
interacted with a customer so you can spot a problem customer before they
become a problem to you and your staff. When you start your business you want
to ensure that your personal touch extends through all of the actions of your
staff through to your customers -- you can't talk to every customer but you
can provide a consistent interface to your customers with all of the information that they need to provide the same level of service and information that you yourself would provide to each customer if you could.
The Solution
The Rebus Customer Care module
provides a complete snapshot of a customers historical orders, all
interactions, including emails and phone calls, all previously ordered
products as well as a telephone ordering process that allows a customer
to place an order via the phone. This single source of information on
your customers means that everytime they contact you for information or
interact with you their contact is recorded so any time they call in
you have a complete history to spot issues and deal with them quickly
and consistently.
The Results
Improved customer satisfaction produces satisfied customers who
will continue to shop with you and who will tell their friends
about your excellent customer service. Happier customers means
increased revenues, lower marketing costs, and a better bottom-line
for your company.
Keywords: customer satisfaction, customer service