Trong Inbound Marketing, chăm sóc khách hàng là một việc làm cần thiết và bắt buộc phải có. Bởi sau khi các Lead chuyển đổi thành khách hàng, họ vẫn chưa dừng lại ở việc chỉ sử dụng sản phẩm của bạn, mà còn đưa ra phản hồi và cảm nhận. Điều này tác động trực tiếp đến quyết định mua hàng của những người dùng phía sau. Cho nên, quá trình chăm sóc khách hàng chính là việc nâng cao sự hài lòng của khách đối với các sản phẩm, dịch vụ của công ty:

  • Chính sách miễn phí vận chuyển, cam kết bảo hành.
  • Chính sách hoàn phí.
  • Ưu đãi cho khách hàng vào các dịp đặc biệt như sinh nhật, lễ,…
  • Hỗ trợ khách hàng 24/7.

Giải quyết được các vấn đề nói trên một cách thỏa đáng, làm cho khách hàng hài lòng chính là bí quyết giữ họ lại lâu dài với doanh nghiệp. Trong các vấn đề trên, vấn đề sau cùng rất quan trọng đối với những sản phẩm phức tạp, đòi hỏi người sử dụng phải am hiểu kỹ thuật.

Để giải quyết được các vấn đề của khách hàng, trước tiên doanh nghiệp cần huấn luyện cho đội ngũ nhân viên cách lắng nghe khách hàng và hiểu rõ vấn đề khách hàng đặt ra là gì. Tiếp theo, nên xây dựng các quy chuẩn về dịch vụ khách hàng để tất cả nhân viên đều giải quyết được vấn đề của khách hàng một cách nhanh chóng, hiệu quả và nhất quán.

Thông qua việc lắng nghe và giải quyết các vấn đề của khách hàng, doanh nghiệp còn có cơ hội cải tiến và sáng tạo ra các sản phẩm, dịch vụ mới. Doanh nghiệp cũng nên có các chế độ khen thưởng những nhân viên và khách hàng đề xuất được sáng kiến hoặc ý tưởng mới.

Không ít doanh nghiệp xem dịch vụ khách hàng là một hoạt động tiêu tốn nhiều chi phí. Nhưng ở mặt đối lập, đó lại là một trong những biện pháp giữ chân khách hàng hiệu quả nhất. Do đó, doanh nghiệp nên tuyển dụng các nhân viên có thiên hướng làm dịch vụ khách hàng tốt (luôn quan tâm giúp đỡ người khác) và đào tạo, huấn luyện họ một cách thích đáng để họ đem đến cho khách hàng dịch vụ tuyệt hảo, vượt hơn cả mong đợi của khách hàng.

Doanh nghiệp cũng có thể đầu tư vào các công nghệ, phần mềm như CRM (quản lý quan hệ khách hàng) nhằm hỗ trợ những nhân viên trực tiếp làm dịch vụ cho khách hàng.

Author: superadmin

Hello đây là Admin. Chúc các bạn thành công!

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