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Consumer helpline is the first line of defense of the company in case of a problem in a product or service.
The service is intended to protect the customer business in the event of a problem with a product or service
Experienced staff handles the complaint and provides solutions agreed in advance with the client company. The aim of communication is to ensure the reputation of the company through the management of the problem and in a way that the customer is fully satisfied with the solution given.
Within Answer Plus, consumer helpline is based on a 24-hour service base with experienced staff and a quick response to a possible crisis
There are many examples of companies that have failed to prevent crises, especially in the food industry, due to the awkwardness of the problem and mainly by business employees due to lack of training.
Consumer helpline not only cures the problem but also prevents its disclosure, protecting the business reputation.
Finally, consumer protection legislation requires the company to first manage and resolve the problem faced by consumers before public authorities are reached.
Frequent questions
Telephone customer service is just as important as a face-to-face service at the physical store.
Always keep in mind that once the customer hangs up, he has made his impression on you and your business. If your customer's phone call is handled correctly, the customer should be satisfied and more likely to return. But if the call is not handled with the required professionalism, you may lose contact with that customer forever. Being consistently good at handling customer service calls and maintaining a reputation with your customers depends on your ability to meet customer needs during the short time you have him on the other end of the line. With our Answer Plus expertise we can ensure a high quality telephone service for your e-commerce business.
There are five key principles of good customer service: it should be clear, complete, concise, specific and proactive.. These factors have the biggest influence on the customer experience. σαφής, πλήρης, συνοπτική, συγκεκριμένη και σωστή.
We make sure that the client understands the answer, explanation or solution to his problem, stating it clearly, describing it concisely but completely, in specific terms and, most importantly, we immediately provide all the data that interests him to facilitate a decision market and make a good impression.
SLA (Service Level Agreement) is our binding agreement to our client on how quickly the department agents respond to a part of the customer calls, always with the quality criteria of excellent communication. Depending on the requirements of the project, the response time and the call back percentage are agreed.