In the age of digital technology and social networks, which have given consumers a voice, the handling claims is a strategic issue for any company, given the impact that an unhappy customer can have on its brand image, especially if the customer's voice is heard on the web.
Preserving the company's image externally, increasing customer satisfaction and long-term profitabilityBuilding competitive advantages in your market, improving your products and services: these are just some of the challenges to which complaint handling contributes.
There are many benefits to be gained from an efficient procedure for handling customer complaints. In particular, outsourcing to an external company specializing in customer relationship can help your company boost customer satisfaction and loyalty!
The benefits of effective claims management
Implementing effective customer complaints management meets a number of objectives and has an impact on several strategic aspects:
Image de marque
An unhappy customer can spread the word to friends and family, on social networks or consumer forums, and this can have damaging consequences for your brand image, once the media contagion spreads online. Restoring a customer's confidence and re-engaging them means taking their complaint seriously, which can mean changing a product or service, a procedure or an internal organization to provide a solution.
Company performance
As well as boosting long-term profitability, increasing customer satisfaction has a positive impact on customer loyalty and re-purchase potential. By identifying the causes of customer dissatisfaction, you can implement preventive or curative actions to improve your products, services or procedures. Investing in the efficient handling of customer complaints gives you a competitive edge in your market!
How to handle a customer complaint
A few best practices for setting up a customer complaints procedure that will truly create value for your customers and your company:
Prioritizing claims
It goes without saying that every customer request must be dealt with as quickly as possible. However, some problems can be more damaging to the company, and deserve to be resolved as a matter of priority. In order to prioritize requests according to their seriousness, the ability to gauge emergency situations is an essential asset that needs to be cultivated in your teleoperators.
Evaluating management
In addition to handling complaints, it is important to set up a complaints assessment to measure the quality of the entire customer relationship, at every stage of the customer's journey. It may also be useful to conduct a competitive survey of companies operating in the same market.
Facilitating the claims process
A large proportion of dissatisfied customers do not take the time to lodge a formal complaint with a company. At the first opportunity, they are likely to turn to a competitor. The company then has no chance of providing redress and recovering the customer: it doesn't even know it has lost a customer.
To get those unsatisfied customers who remain silent to react, it's imperative to provide them with accessible, easy-to-use tools, and to communicate the complaints procedure on the company's media (website, invoice...) Encouraging these unhappy customers to react means giving yourself a chance to win them back!
Outsource claims processing
Requests for information or assistance and customer complaints are increasingly numerous and come from multiple channels: voicemail, email, chat... A lack of responsiveness in handling these requests can be detrimental to your company's image. Why not offer your customer portfolio a dedicated, available, responsive teamwho will take care of him and your brand image?
A number of advantages have already prompted many companies to opt foroutsource their customer service or their claims handling service :
- The use of an external service provider specialized in customer service management helps to achieve and maintain a high level of customer satisfaction.
- A dedicated team means constant availability for your customers on the various channels they use: on-call service by phone, telephone assistance, chat support, relationship management on social networks...
- An important factor in customer satisfaction, response time is significantly reduced by the responsiveness of the dedicated team.
- The information gathered by a customer service or complaints department helps you to better understand your customers' needs and expectations, and thus build loyalty.
- By outsourcing your customer service, you can keep your budget under control. In fact, using an external service provider is a more cost-effective alternative than hiring and training qualified staff.
- By outsourcing some or all of your customer claims to an external service provider, you free up time to concentrate on the tasks that really create value for your company.
- Calling on the services of an external service provider means benefiting from the best customer relations resources and technologies, which require significant in-house investment.
Vivetic, expert in claims processing
Regardless of the communication channels your customers use, Vivetic Group can help you improve their experience at every stage of their life cycle: welcome, promotional offers, after-sales service, etc. Vivetic Group can help you improve your customers' experience at every stage of their life cycle: welcome, promotional offers, after-sales service, etc. Vivetic Group can help you improve your customers' experience at every stage of their life cycle. claims management is an aspect of customer relations that our team has mastered.
Availability, attentive listening and reliability are just some of the assets that enable Vivetic Group to establish and maintain a relationship of trust, a decisive factor in the success of its customers. customer satisfaction. Depending on your objectives, we draw on our know-how to optimize your customer complaints processes, reduce the time taken to process complaints and improve customer satisfaction.
By entrusting us with handling your customer complaintsIn addition to the skills of a team of experts, you benefit from innovative technologies and the best resources available on the customer relations market. Consult our customer relationship to find out how, together, we can boost your customers' satisfaction!
