English words, such as customer care as well, have by now become part of common language. Often, however, apart from the lexical translation, we do not know what is really meant by this term.
Customer care can be defined as the set of all those services connected to customer assistance: before, during and after the purchase of products or services of every kind.
The meaning of customer care, however, can at times be difficult to understand; especially when you are in a perspective of production and sale of a product or service, and not of those who buy: that is, of customers.
Find out more about the customer support service.
What does customer care mean?
It is also true that the terminology in English and in Italian have two different connotations:
-in the Anglo-Saxon language customer care means more attention and care towards those who are interested in a product or service,
-the Italian translation of customer care is customer service or customer assistance; it places more emphasis on the support and the help that customers or potential customers need.
Although the first loyalty programmes date back to the distant 1793, we can say that customer care as we understand it today has evolved. One of the salient moments is the advent of the world wide web first, followed subsequently by social networks.
So what does customer care mean?
Customer care in the process of purchasing a good is very much linked to the approach that the company has with its own customers.
This means that over the years the focus has shifted from the product to the customer, radically changing the way of selling and of thinking about the customer. The latter, thus becoming the protagonist of the act of buying and selling, has ensured that the relationship with the customer is the key to the success of the sale itself.
Customer care definition: assisting the customer, accompanying them during the purchase and pampering them in order to create a bond with the brand and a long-term loyalty.
What is customer care and what role does it play in companies?
For a company, having the outsourced customer care service means first of all having the opportunity to focus completely on its own business. In the meantime the opportunity is not lost to give the right importance to customers, offering a fast and efficient customer service.
We Are Fiber offers a very valid and quality customer assistance service, thanks to constant technical support, freephone number, ticketing, instant messaging, and so on.
We Are Fiber boasts a multilingual staff that is continuously updated and trained and a 24-hour service with the utmost availability whatever the time zone. Not only that! A good customer care service also includes the flexibility of work shifts and support for internationalisation to help your business grow in other markets and countries too.
The five main customer care services that We Are Fiber offers are: help desk, customer service, ticketing management, social instant messaging and Booking office.
Let’s look at them one by one.
Help Desk
The help desk is the first fundamental tool for doing customer care.
A reliable help desk service is fundamental to give constant support to the customer before and after the sale. This kind of assistance is able to respond to, identify and solve problems; it is the must for having a good quality service towards your own clientele.
Indeed, being present at every phase of the sale is important because it encourages customers to buy again and pushes them to assess the service positively.
Discover how the first- and second-level Help Desk service works
Freephone number and telephone customer support
The classic customer service, usually managed with a freephone number, is customer assistance through telephone contact. In this case too it is fundamental that the tool be effective and of quality, as well as quick in responding to customers’ needs.
Ticketing management service
Ticketing management concerns all the assistance requests that arrive via: email, chat, site form or instant message.
It is very important to have a resource able to manage all these requests and sort them within the team. However, it is equally important to transfer them to the department most suited to the issue. Ticketing is also the best way to have a trace of all the assistance requests that arrive at the company. In fact, by monitoring the incoming requests it will be easier to produce advanced, fast and effective business reports.
Social Instant Messaging
In the digital era pervaded by social networks and apps it is also possible to provide real-time assistance. How? By managing instant messaging. For instant messaging services you have to have a dedicated resource. The aim is to completely monitor customers’ messages on the company’s social channels: it will make your life much simpler.
Read the in-depth article: Social Instant Messaging: much more than simple Customer Care
Booking Office and booking management
This service is useful for the large quantities of requests to sort and to speed up the work.
Through the booking office, in fact, you can manage all the quote requests and bookings. The management, in this case, takes place in a quick and precise way, also in several languages!
How could you not want this tool that will make your life easier?
So why is it important to have a valid customer support service?
For all the information written at the beginning of the article! To assess the correctness of customers’ information it is fundamental to have an efficient customer support; that is, a team dedicated to the quality control of the performance of the resources, who manage the customer care tools. Without truthfulness of information and without passion for one’s work, customers’ trust is not built.
We Are Fiber offers an effective customer support service and we follow the customer at every phase of your activity. By relying on our staff you will finally learn the true meaning of customer care.
Having a customer support is the first step to creating a relationship of trust and loyalty with your own customers. In this way they will not feel abandoned and they will be able to consider your products/services better than those of competitors.
Do not wait any longer; offer your customers a quality service.
Many are already embracing change, and you? Do you want to stay behind or do you want to try to take the reins of the market?
Discover how to create an effective customer service to promote your business.
info@wearefiber.com
Phone (IT) + 39 02 42 10 11 22
Phone (UK) + 44 20 38 70 44 08
