Customer success is anticipating customer challenges or questions and proactively providing solutions and answers. Customer success helps you boost customer happiness and retention, thus increasing your revenue and customer loyalty. Customer success focuses on working proactively in partnership with customers throughout their time as a customer to help them get more value out of their purchase and share their feedback with you. It drives the customer experience forward and ensures a successful path into the future.
Who needs a customer success strategy?
Every enterprise should invest in customer success when they have customers.
Eversince the costs of new customers acquisition has been rising, enterprises should be more focused on maining a close and positive relationship with existing customers, and let their existing customers advocate more new customers via the WOM (word-of-mouth).
Enhance customer service quality with technology, augment with iSlash system to deliver the best marketing strategies:
1. Interact with customers on their social media
The growth of e-commerce sales was undoubtedly accelerated by various global factors and will continue to grow into the future. This edge can be further strengthened through conversations over customers’ social media to
build a personal relationship with brands.
2. A centralised platform for all social channels
Many enterprises registered different social media accounts for their enterprises to engage with their customers and boost brand exposure, and assign different customer service representatives to handle different brands . While customers may enquire the same questions on different channels, iSlash provides a centralised social platform to let users handle and read messages in one single interface. Enterprises can avoid replying the same customers in different channels, or even giving deviated answers to them by using iSlash centralised platform. iSlash support internal notes function to let users share remarks internally, enabling the team to handle customer enquiries more efficiently.
3. Personalise campaign drips for precision marketing
iSlash includes multiple CRM functions in the system to let users instantly categorize users according to their demographic background or behaviour. Messages can also be personalised with different variables. By broadcasting a personalised message to each customer, customers are more likely to reply and purchase the items.
4. Instantly reply each enquiries
Eversince e-commerce’s dominance, customers often make enquiries beyond office hours. By utilizing the chatbot, quick-reply and auto-reply function, enterprises can deliver an instant reply to all customers. While chatbot can help answer basic enquiries, customer service representatives can focus on solving more complicated cases.