Customer Services

In today’s world where competition is very high, keeping existing customers and obtaining new customers is directly proportional to the services to be offered to customers. It is a fact that the cost of acquiring a customer is five times more than retaining an existing customer.Therefore, it is necessary to understand the current customer profile and create solutions and strategies accordingly. With the customer services module we will create in SetXRM, incoming customer calls can be resolved by grouping them as complaints, requests, suggestions and directing them to the relevant units.It analyzes incoming calls via social media by taking your opinions of customers, companies or products, and recommends actions based on the results.By grouping customer complaints and requests, you can define the solutions to be applied to the issues that receive the most complaints on the system and reach quick solutions.

SetXRM "Best Practices" scenario, registering a newly purchased product, entering a complaint for the product, the general procedure for how a customer uses the Self Service facility if the seller is an internet customer is as follows. This workflow may vary depending on the customer.

Standart bir müşteri hizmetleri iş akışı senaryosu aşağıdaki adımlardan oluşur:

The customer logs in to the merchant’s E-Commerce Internet Customer Self Service site.The customer registers a newly purchased product. Product registration can also be done by calling. After the product registration process is completed, the customer can make his/her complaint or request via phone or web.

When creating  a complaint, the customer can review the warranty information. After entering all  the necessary data, it sends or reports the complaint.  The complaint falls on the SetXRM system. Complaints are grouped and assigned to relevant departments according to defined KEYWORDs.  The unit taking charge calls the customer back to solve the problem. The call remains open until the issue or suggestion is resolved. The customer can monitor the complaint status using the E-Commerce Internet Customer Self Service site. When the call is concluded the customer is notified by e-mail, message or phone and the call is closed as completed. Calls can be listed and customer demands  and complaints can be analyzed through the system.