Good customer service increases customer satisfaction significantly. That might seem obvious, but answer this question honestly: Do you really have enough capacity to respond quickly and effectively to questions or complaints? Or do your people have to ‘do that as an extra on the side’, which actually means they are unable to take the time needed to communicate properly with your customers?
Better customer service
HMS handles questions and complaints related to your business directly for you. It makes no difference how this reaction is communicated, or in which language, be it via phone, e-mail, live chat, social media or post (for example, if broken products are returned accompanied by a complaint).
We distinguish between primary and secondary questions. We can answer and handle primary questions on your behalf, we just need a statement and briefing from you.
Second-line questions are more difficult, and answering them generally requires specialist knowledge. For example, it might concern a question about food safety. With a list of contacts in your company, we can forward such questions to the appropriate specialist quickly and effectively.
We register all questions and complaints, and use this data to provide you with periodic reports containing a detailed analysis, of, among other things:
- Products which frequently generate complaints.
- Frequently asked questions.
- Certain trends in questions which can be identified.
- The offer.
- The processing times.
You can immediately use this information to your advantage.
If you have a loyalty programme, you might receive large volumes of registrations, either online or via reply cards. Processing them into your database is intensive, time-consuming work. However, it is something HMS can handle for you quickly and correctly, so that customers who register as loyal customers immediately find out how much you value them.