Reduce up to 30% of Missed Information When Customer Care via Personal Chat

30% of employees miss information when doing customer care via personal chat! How to solve this problem? INNOCOM will give you the answer.

The Trend of Customer Care via Personal Chat in Businesses

In the 21st century, all operations are being transformed according to the trend of digitalization and modernization. It is inevitable that customer care activities cannot be outside this scope. The shift here is customer care via personal chat. Some interesting studies around this trend have also been conducted.

According to a HubSpot report, 60% of customers feel more comfortable using chat to contact businesses instead of having to call or send emails. In addition, businesses using personal chat have conversion rates up to 10 times higher than businesses not using chat.

Furthermore, in a Facebook study, they showed that personal chat platforms can help businesses save time and money, while increasing customer interaction. Accordingly, businesses using chat can reduce customer care costs by 20-40% compared to traditional channels such as phone and email.

One of the Biggest Problems with Personal Chat Customer Care: Missing Information

What Problem Arises When a Business Uses This Method?

Imagine that your company is currently receiving information from 10-15 customers a day with only 2 customer care staff. Receiving information through personal chat platforms is indeed very fast and convenient, they can get customer information instantly and enter them into commonly used data storage such as Excel, Google Sheets... If the business develops further, it means the number of customers increases 5 to 6 times. So can customer care staff manage? The answer is definitely no. With the rate of one employee having to process 20-30 customer data per day through chat platforms, research shows that 30% of employees miss information, customer messages are easily lost and forgotten.

Proposed Effective Solution to Avoid Missing Information in Personal Chat Customer Care

Right now, businesses need to pay attention to solving the problem of missing information. We need to calculate how to be both effective and save time and money. With the above requirements, we can eliminate the option of adding customer care personnel. So what will be the other option?

To ensure that all information is fully recorded, automate them. INNOCOM would like to propose a completely new proprietary customer care solution, appearing for the first time in Vietnam: Personal Zalo integrated with ABMS.

Features of Personal Zalo Integrated with ABMS to Help Reduce Missing Information

Message and Data Synchronization Feature on 2 Platforms

ABMS automatically synchronizes all information between businesses and customers on personal Zalo. Conversations with customers will be displayed in the customer details section, View Zalo chat section.

Customer Information Retrieval

On the Zalo chat screen, you can see basic information such as customer name, number of orders, requests... and some other information. It will help consultants easily query order status and customer requests. From there, staff can easily meet customer wishes fully and quickly. This is an effective way to avoid missing information and increase service quality.