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Customer Care Solutions

Every contact you have with a customer is an opportunity to build upon that relationship. At the center of a successful eCRM strategy is the need to add value each time you communicate with one of your customers. From when the customer first dials the phone to when the service log is closed an effective customer care strategy can actually decrease your reliance on customer acquisition because the more customers you retain, the fewer you have to replace.

A complaint skillfully handled can become a positive experience for your customer as a direct result of your responsiveness. A question or an inquiry for information can be converted into a sale or even a perfect opportunity to add valuable information to your database.

Customer care was once seen as a cost center — expensive and inevitable overhead. As part of a successful eCRM strategy, customer care delivers tangible benefits in the form of stronger relationships, increased sales and valuable information, thus turning your contact center into a profit center.

You can build customer value through: 

• Repeat purchases 
• Cross-sell/up-sell purchases 
• Change of personal details 
• Complaint and issue resolution 
• Billing information 
• Thank-you, or other client-initiated information calls 
• Reservations 
• Loyalty clubs 
• Investor account inquiries 
• Government information 
• Dealer location calls 
• Insurance claim processing 
• Fraud detection/prevention calls 
• Requests for maintenance support 
• Warranty calls