Customer care is vital to survival and success of a company. Still, many organizations are not doing it well. The American Customer Satisfaction Index 2000 published by the University of Michigan reported that 27% of customers were not satisfied with product or service they received.
It costs between five and six times more to attract a new customer than to keep an existing one.
If your customer is dissatisfied with current services then just remember "bad travels fast". Internet is being revolution in marketing and sales discipline of any business.
What do your customers want?
Reliability, responsiveness and relationship are really what your customers want.
1. Reliability: fulfilling promises, creating realistic expectations, delivering quality products, and being dependable.
2. Responsiveness: timeliness; giving a higher priority to customers' needs than to company operational guidelines; willingness to incorporate flexibility in the decision-making.
3. Relationship: building a positive, loyal, long-term business relationship.
E-business & E-Service
Today online global population is crossing 580.78 million and email queries are likely to hit 22.2 billion emails per day by 2005, according to IDC.
In a world where many e-Business applications are fast becoming commodities, how do enterprises find ways to set themselves apart in the hyper-competitive global marketplace?
In an environment where e-Business components provide new opportunities for addressing these questions, many organizations are finding their answer in e-Service.
E – Services
E- Services are technologies enabling your functionalities easy. It depends on you to draw an excellent delivery model using these technologies to provide reliability, responsiveness and more than anything long term relationship to your customer. Anyway, here is the solution.
what kinds of service tools are used to provide e-Service?
1. E-mail
2. Online customer support (Submitting enquiring forms, complain forms, requesting information etc.)
3. Download invoices, details, brochures, solutions etc from portal
4. Dynamic FAQ
5. Toll free number
6. Call centers
7. Chat
8. Online payment
However other than Internet alone use of telecommunication is also done and becoming popular to use multiple solutions.
As e-Service is becoming necessary for marketer and companies, IT solutions providers are looking e-Service as new generation solutions. E-Service’s key solution includes effective use of CRM services.
E – Service Solutions
Here is a little introduction to products & solution to provide e-services.
SAP & E Service solutions
‘MySAP Customer Relationship Management’ (mySAP CRM) provides an e-commerce platform that allows you to turn the Internet into a profitable channel for sales -- and helps you build relationships with both business customers and consumers.
With the e-commerce capabilities of mySAP CRM, you get the tools you need to increase revenue and market reach, promote your corporate identity and brand, improve customer service, and reduce the cost of sales and support.
E-Service in E-commerce includes following features.
Knowledge Management
Solutions search, knowledge base management and FAQs
Request Management
Service Requests, Service Fulfillment, Entitlement Validation, Resource Planning, Status and Tracking
Live customer support
Callback from a customer service representive, one-to-one text chat session, Co-Browsing and E-mails
Account self-service
Self Registration, Account and User Administration, Account Status and History
Installed base management
Installation Management, Warranty Management, Product Registration
Complaints & Returns management
Complaints Management and Returns Management
Billing & Payment
Online Access and Download of Invoices, Online payment and payment history
Source: SAP
Metrix 4e for eProductService
The Metrix eService application suite provides web-based functionality in the following areas
Integrated web knowledge base
Level zero support through Web Advisor, Knowledge Builder, Expert Reasoning, Problem Escalation, Live Contact, Email Contact, and Integrated Course of Action Taking.
Web Scheduling / dispatching of field resources.
Call Center Activities (Internet, Intranet, and Extranet based solutions) – Request maintenance, project and task management, task delegation, events generation, and notifications.
Inventory Operations (In-house and Mobile)
Stock balances, pick-pack & ship, inventory control processes, purchasing, receiving, serial number controls, and audit logging.
Contracts and Warranty Operations
Entitlements for place, product, preventative maintenance, Gmax and meter coverage.
Global Repair Center / Depot Operations
Web based RMA Receiving, Repair, shipping, warranty, QA data recording, 3rd party repair processes and repair history.
Source: Metrix.Com
Make it easy for your customers to contact you!
Customer Satisfaction, Customer Retention and Customer Partnership are the basic themes after e-Service.
Make your delivery model of e-Service now. If needed do survey and ask your customers what do they need? Solutions change from industry to industry. If it succeeds in Tourism doesn’t mean good for financial too.
Instant response, clear picture of situation, all needed details in short time, processing fast, knowledge, contents and simplified life of a customers are successful objectives in e-Services.
It costs between five and six times more to attract a new customer than to keep an existing one.
If your customer is dissatisfied with current services then just remember "bad travels fast". Internet is being revolution in marketing and sales discipline of any business.
What do your customers want?
Reliability, responsiveness and relationship are really what your customers want.
1. Reliability: fulfilling promises, creating realistic expectations, delivering quality products, and being dependable.
2. Responsiveness: timeliness; giving a higher priority to customers' needs than to company operational guidelines; willingness to incorporate flexibility in the decision-making.
3. Relationship: building a positive, loyal, long-term business relationship.
E-business & E-Service
Today online global population is crossing 580.78 million and email queries are likely to hit 22.2 billion emails per day by 2005, according to IDC.
In a world where many e-Business applications are fast becoming commodities, how do enterprises find ways to set themselves apart in the hyper-competitive global marketplace?
In an environment where e-Business components provide new opportunities for addressing these questions, many organizations are finding their answer in e-Service.
E – Services
E- Services are technologies enabling your functionalities easy. It depends on you to draw an excellent delivery model using these technologies to provide reliability, responsiveness and more than anything long term relationship to your customer. Anyway, here is the solution.
what kinds of service tools are used to provide e-Service?
1. E-mail
2. Online customer support (Submitting enquiring forms, complain forms, requesting information etc.)
3. Download invoices, details, brochures, solutions etc from portal
4. Dynamic FAQ
5. Toll free number
6. Call centers
7. Chat
8. Online payment
However other than Internet alone use of telecommunication is also done and becoming popular to use multiple solutions.
As e-Service is becoming necessary for marketer and companies, IT solutions providers are looking e-Service as new generation solutions. E-Service’s key solution includes effective use of CRM services.
E – Service Solutions
Here is a little introduction to products & solution to provide e-services.
SAP & E Service solutions
‘MySAP Customer Relationship Management’ (mySAP CRM) provides an e-commerce platform that allows you to turn the Internet into a profitable channel for sales -- and helps you build relationships with both business customers and consumers.
With the e-commerce capabilities of mySAP CRM, you get the tools you need to increase revenue and market reach, promote your corporate identity and brand, improve customer service, and reduce the cost of sales and support.
E-Service in E-commerce includes following features.
Knowledge Management
Solutions search, knowledge base management and FAQs
Request Management
Service Requests, Service Fulfillment, Entitlement Validation, Resource Planning, Status and Tracking
Live customer support
Callback from a customer service representive, one-to-one text chat session, Co-Browsing and E-mails
Account self-service
Self Registration, Account and User Administration, Account Status and History
Installed base management
Installation Management, Warranty Management, Product Registration
Complaints & Returns management
Complaints Management and Returns Management
Billing & Payment
Online Access and Download of Invoices, Online payment and payment history
Source: SAP
Metrix 4e for eProductService
The Metrix eService application suite provides web-based functionality in the following areas
Integrated web knowledge base
Level zero support through Web Advisor, Knowledge Builder, Expert Reasoning, Problem Escalation, Live Contact, Email Contact, and Integrated Course of Action Taking.
Web Scheduling / dispatching of field resources.
Call Center Activities (Internet, Intranet, and Extranet based solutions) – Request maintenance, project and task management, task delegation, events generation, and notifications.
Inventory Operations (In-house and Mobile)
Stock balances, pick-pack & ship, inventory control processes, purchasing, receiving, serial number controls, and audit logging.
Contracts and Warranty Operations
Entitlements for place, product, preventative maintenance, Gmax and meter coverage.
Global Repair Center / Depot Operations
Web based RMA Receiving, Repair, shipping, warranty, QA data recording, 3rd party repair processes and repair history.
Source: Metrix.Com
Make it easy for your customers to contact you!
Customer Satisfaction, Customer Retention and Customer Partnership are the basic themes after e-Service.
Make your delivery model of e-Service now. If needed do survey and ask your customers what do they need? Solutions change from industry to industry. If it succeeds in Tourism doesn’t mean good for financial too.
Instant response, clear picture of situation, all needed details in short time, processing fast, knowledge, contents and simplified life of a customers are successful objectives in e-Services.
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