Rapporto col cliente

What is customer relationship?

Customer relationship - the way in which a business and its customers feel and behave towards each other over a period of time, and the effect of this on the business.ú>

Cambridge dictionary

La relazione con il cliente è un tipo speciale di relazione. Inizia quando un cliente inizia a trattare con la tua azienda. Ogni azienda è responsabile della costruzione della soddisfazione e della lealtà del cliente. Ogni interazione del cliente con l’azienda ha un impatto sui clienti. Il rapporto include supporto alle vendite, supporto tecnico e comunicazioni di marketing. Le relazioni con i clienti possono essere misurate dalla soddisfazione del cliente.

Benefits of good customer relationships:

  • Vantaggio competitivo
  • Fidelizzazione dei clienti
  • Fedeltà del cliente
  • Aumento delle entrate
  • Nuovi clienti
  • Consapevolezza del marchio
  • Soddisfazione del cliente

What are the principles of good customer relationships?

  • Ascolto attivo
  • Mostrando empatia
  • Esperienza del cliente personalizzata
  • Understanding/knowing your customers – CRM system

How do you build customer relationships?

Automate processes

Per fidelizzare i clienti, la tua azienda deve stabilire processi di automazione.

Let’s divide them into categories for this explanation. 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. 

Rapporto col cliente
I ticket vengono assegnati automaticamente ai reparti

D’altra parte, la creazione di “automazioni esterne”, come l’email marketing, può aiutarti a rimanere in contatto con i tuoi clienti. Entrambi i processi di automazione hanno una cosa in comune, ovvero che ti aiutano a fidelizzare i tuoi clienti in modi diversi.

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.

Personalize each customer experience

Ecco alcuni modi per creare un’esperienza cliente personale:

 
  • Chiama il cliente per nome
  • Utilizza i dati del cliente per una migliore esperienza del cliente
  • Sii positivo
  • Opzione / esperienza self-service

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. Besides, 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.

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