Order and Claim Management
The order management process involves managing the product, customer, and payment details associated with the order. Using the information you provide, our agents can answer questions about your products and can even place your orders for you. The order management service helps to facilitate purchases and significantly increases sales.
When customers order a product, they automatically expect fast, professional and reliable service and want to avoid unpleasant surprises. The call center guarantees customers a quick receipt of their products.
What are the advantages of the order management service
First of all, the advantage of not abandoning the shopping cart. Many customers spend a long time thinking about the contents of their shopping cart, sometimes being unsure of the purchase of this or that product, customers often keep baskets on hold without returning to finish and place the order.
The order management service is there to facilitate the task of customers to be better accompanied.
Complaint management
Sometimes a product or service does not meet a customer's expectations, leading to dissatisfaction. This dissatisfaction can be formulated in different ways through several means of communication:
By phone by contacting the customer service or the after-sales service or online by sending an e-mail or also by writing a review on the concerned space of the platform.
This dissatisfaction can also be expressed simply by the customer's desire not to place any more orders and to find his happiness with the competitors. This usually happens when the customer is unable to reach the customer service department, which is very damaging to the company's image.
Complaint management is a process that is automatically triggered after the sale. The agents in charge of this service must be available, attentive, understanding and professional above all. Moreover, the implementation of a survey system to rate the customer experience is a great asset for companies that can correct and improve customer service.
The steps of call center complaint management
Rapid handling of all complaints received by call center agents (by phone, email, or online).
Immediate processing of the complaint in order to regain the customer's trust and satisfaction. It is also important to inform the customer about the progress of the complaint.
To reach the end of the complaint having found an adequate and satisfactory solution for the customer. However, if the proposed solution does not suit the customer, the request returns to the stage of a complaint to be processed until the customer is officially satisfied, thus definitively closing the complaint.
