客户关系

什么是客户关系?

Customer relationship - the way in which a business and its customers feel and behave towards each other over a period of time, and the effect of this on the business.

Cambridge dictionary

客户关系是一种特殊类型的关系,始于客户与您的公司产生联系。所有公司都有责任建立客户满意度和忠诚度。客户每次与公司沟通都会对他本身产生影响。客户关系包括销售支持、技术支持和市场沟通。客户满意度可以用来衡量客户关系。

Benefits of good customer relationships:

  • 竞争优势
  • 客户留存率
  • 客户忠诚度
  • 提高利润
  • 新客户
  • 品牌知名度
  • 客户满意度

What are the principles of good customer relationships?

  • 积极倾听
  • 表达同情心
  • 个性化客户体验
  • Understanding/knowing your customers – CRM system

How do you build customer relationships?

Automate processes

为留住客户,您的公司需要建立自动化流程。

Let’s divide them into categories for this explanation. There can be “internal automation” and “external automation”. Internal automation is to make the internal processes work smoothly. For example, for different departments/agents, you can set Automated ticket distribution in LiveAgent. This helps your agents work efficiently. 

Automate processes - App - Uploads - 2019 - 09 - Departments.png
工单会自动分配给各个部门

另外,创建“外部自动化”,例如电子邮件营销,可以帮助您与客户保持联系。两种自动化流程有一个共同点,那就是它们可以通过不同的方式帮助您留住客户。

Share customer data with different departments

To share customer data safely, you can use customer service software. This software will help you create SLAs, Rules, and more. Thus, the customer information will be only shared with employees/departments that are allowed to.

Personalize each customer experience


以下是创建个性化客户体验的几种方法:
  • 称呼客户的名字
  • 使用客户数据创建更优质的客户体验
  • 保持乐观
  • 自助服务选项/体验

Communicate

Communication is key in any relationship. So, it should not surprise you that it is no different from customer relationships. To establish these, you need to communicate with customers on many platforms. For instance; Facebook, Twitter, Email, or in real life. Everywhere you get a chance! This is where your customer service usually comes in.

How can customer service software help your customer relationships?

It can be difficult for customer service to take care of all customer inquiries. On top of that, they need to engage with customers on different posts on Social media. Thus, having customer service software can help them prioritize the importance of tickets. Besides, still managing to answer the posts from Social Media or other platforms. 

Customer service software, such as LiveAgent, can automatically distribute the tickets. Your company can set their preferences based on their needs. This ensures you engage with your customers while also answering regular customer inquiries.

If you would like to learn more about LiveAgent, read about all Features.

Try out LiveAgent for FREE

Handle all customer inquiries from one interface. Start improving your customer service with a 14-day free trial right away!

返回术语表 免费创建账户

我们的网站使用cookies。点击继续我们将默认为您允许我们将cookies部署在我们的网站上。 隐私和cookie政策.