Managing service recovery can become a source of competitive differentiation to brands. In spite of well-designed service models, there are possibilities of service/ product failure. The customers who experience this are potential detractors for the brand unless these customers get unique service recovery experience.
Today the customer can reach out through any channel to voice out their issues. Ensuring connected service channels for information/ customer insights and consistent recovery process is critical for better experience. Empowering all the channels with customer information, resolution processes, real time information of recovery details, various options to the customer for alternate services can help to convert the dissatisfied customer into a true brand promoter.
With EnhancierCx’s Solutions you can organize your complete service recovery around the customer and their priorities. The frontline people can be provided with complete information about the customer so that they can create the tickets with right turn-around times. Automated campaigns can be set-up to keep the customer informed about the details of resolution process. Real-time dashboards guiding the management about the customer segments wise tickets, nature of tickets, issues related to tickets and repeat complaints can help address the root cause of the issues. Seeking customer feedback and analytics can help tracking effectiveness of the complete service recovery operations.
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