Customer service is so much more than dealing with complaints these days, writes Retailsystem, which believes that it is about being proactive, keeping the customer informed every step of the way, and handling any issues in a prompt and efficient way.
If desired, Retailsystem keeps the customer informed from the moment they place an order – online order tracking allows them to log in to see the status of their order whenever they choose, but the retailer maintains control over what they see.
Client analysis has shown that this alone can reduce incoming order chase calls by nearly -50%, freeing sales staff to spend more time booking new orders.
Rather than let the retailer know when customer orders are overdue, Retailsystem offers alerts ahead of time, enabling the retailer to take action rather than firefighting after the event.
Text alerts advising customers of the arrival of their goods and confirming delivery slots is another area where Retailsystem helps businesses demonstrate exceptional customer service.
For the times when complaints are received, its customer service module helps retailers manage any issue end-to-end, by recording action taken by personnel, customer photographs of damage, upholsterer reports or supplier correspondence and replacement re-order, whilst allowing staff access to the information so anybody can help the customer.
