Взаимоотношения с клиенти

Какво представляват взаимоотношенията с клиентите?

Взаимоотношенията с клиентите са специален тип отношения. Започват, когато клиент започне да се занимава с вашата компания. Всяка компания е отговорна за изграждането на удовлетвореност и лоялност на клиентите. Всяко взаимодействие на клиентите с компанията оказва влияние върху клиентите. Връзката включва поддръжка на продажби, техническа поддръжка и маркетингови комуникации. Взаимоотношенията с клиентите могат да се измерват по удовлетвореност на клиента.

Benefits of good customer relationships:

• Competitive advantage
• Customer retention
• Customer loyalty
• Increased revenue
• New customers
• Brand awareness
• Customer satisfaction

What are the principles of good customer relationships?

• Active listening
• Showing empathy
• Personalized customer experience
• Understanding/knowing your customers – CRM system

How do you build customer relationships?

Automate processes

За да задържи клиентите, вашата компания трябва да установи процеси на автоматизация.

Let’s divide them into categories to explain this. There can be “internal automation” and “external automation”. Internal automation is to make the internal processes work smoothly. For example, for different departments/agents, you can set Automated ticket distribution in LiveAgent. This helps your agents work efficiently. 

От друга страна, създаването на „външна автоматизация“, като например имейл маркетинг, може да ви помогне да поддържате връзка с клиентите си. И двата процеса на автоматизация имат едно общо нещо, което е, че те ви помагат да задържите клиентите си по различни начини.

Share customer data with different departments

To share customer data safely, you can use customer service software. This software will help you create SLAs, Rules, and more. Thus, the customer information will be only shared with employees/departments that are allowed to view this.

Personalize each customer experience

Ето няколко начина за създаване на лично клиентско изживяване:

• Call the customer by their first name
• Use the customer data for better customer experience
• Keep it positive
• Self-service option/experience

Communicate

Communication is key in any relationship. So, it should not surprise you that it is no different from customer relationships. To establish these, you need to communicate with customers on many platforms. For instance: Facebook, Twitter, Email, or in real life. Everywhere you get a chance! This is where your customer service usually comes in.

How can customer service software help your customer relationships?

It can be difficult for customer service to take care of all customer inquiries. On top of that, they need to engage with customers on different posts on social media. Thus, having customer service software can help them prioritize the importance of tickets and still managing to answer the posts from Social Media or other platforms. 

Customer service software, such as LiveAgent, can automatically distribute the tickets. Your company can set their preferences based on their needs. This ensures you engage with your customers while also answering regular customer inquiries.

If you would like to learn more about LiveAgent, read about all Features.

Watch how to build customer relationship

Building strong customer relationships is vital for the success of any business. Just like in a committed relationship, it requires nurturing and meeting customer expectations. Utilizing customer service software streamlines support, resolves issues promptly, and tracks interactions, improving response times and providing personalized service. Investing in such tools demonstrates a commitment to meeting customer needs, strengthening relationships as the business grows.