Having a customer service center in your company improves customer satisfaction, optimizes reputation and builds customer loyalty. In addition, it is a communication channel that resolves various issues related to questions, problems, product information and more.
This is a sector that requires good guidance and quality training, as well as investment in automation software to speed up some steps, preventing calls from reaching the ombudsman. If you want to know more, check out the content below.
Customer service is a channel provided by companies for communication with customers, serving to address various issues, such as answering questions, making complaints, suggesting improvements and more. Some companies still provide telephone numbers as a means of contact, while others already use emails, chatbots and messages.
Companies usually create a specific department for customer service, which is largely responsible for the customer experience. Therefore, customer service employees need to receive efficient training so that they are familiar with the products and services and all stages of your company's process, from purchasing products to logistics processes and more.
What is the SAC for?
Customer service is a department that aims to architects email list serve consumers effectively, and is largely responsible for ensuring customer satisfaction and reversing bad impressions related to your brand. As we said before, some companies have their own department for customer service, while others may opt for outsourced call centers.
Call centers offer the advantage of relieving some demands within your company, but they need to be well-directed and understand everything about your company to guarantee the quality and personalized service of your business.
Main types of SAC
There are two types of customer service, each with a specific purpose, but both can be implemented in your company. Knowing them can give you new customer service insights and optimize communication with your consumers and potential leads.
Receptive
The most common type of SAC is the receptive one, which occurs when the customer contacts the company, either to ask a question before making the purchase or afterwards, such as order delivery deadline, invoice and complaints that need to be resolved as quickly and effectively as possible.
The receptive SAC needs to be agile, because when problems are not resolved, the irritated consumer starts to complain on social media, websites such as Reclame Aqui, the consumer protection agency (PROCON), in addition to making negative publicity to friends and family, damaging the image of your brand.
Proactive
Also known as active SAC, it occurs when the company takes the initiative and contacts its customers, aiming to anticipate the consumer's needs and avoid future complaints. This is also one of the ways to apply humanized service and build customer loyalty.
Imagine a hypothetical situation in which a car manufacturer discovers a fault in a specific vehicle. The company immediately takes action, surveys all the cars that have been sold, and contacts all customers to inform them of the fault and suggest replacing the part. In addition to avoiding potential accidents, customers feel respected and would certainly buy from the brand again.
What is the difference between customer service and ombudsman?
What is the difference between SAC and ombudsman?
The terms can be confusing, as they are both aimed at communicating with the customer, but in practice they have different functions. The SAC is the first customer service channel , where consumers' doubts and needs are resolved, so it is important to train your team well .
The ombudsman's office is the channel responsible for resolving complex and large-scale cases, and is the last resort for companies to contact. However, to reach the ombudsman's office, all requests must first go through the SAC.
How to create a SAC in your company
Now that you know what SAC is, understand how to create one in your company, or even see what can be optimized in the sector to adapt to the market and ensure that your business remains competitive.
Choosing the right channel : knowing your target audience and which channels they use to communicate can help you make your choice. For example, if they use WhatsApp as their main way of communicating, focus on that platform. It is also worth investing in a WhatsApp bot to speed up customer service;
Provide efficient and agile customer service : the faster and more efficient your customer service is, the more time your team has for other activities. In addition, your customers will be satisfied and will start to spread the word about your brand to other people. Invest in some customer service automation software to relieve the pressure on the sector;
Invest in educational content : investing in educational content, such as having a blog, making videos and posts for social media, can reduce the number of people who contact your company's customer service department. This means that the simplest questions are already resolved before the service is provided;
Monitor performance : after creating a customer service center and automated service , you need to constantly monitor and follow up on the sector to ensure efficient services that are in line with your brand image.
Finally, now that you know what SAC is for, know that this sector can make a difference in your company, being one of the main ways to reverse cancellations and dissatisfaction.