Are you still worried about not being able to reply to customer service messages? The customer service team is extremely busy, but customers are still chasing after them, and both parties have a poor experience. This article will introduce the customer service journey, brand pain points, solutions and industry applications to help you reduce LINE OA messaging costs!
Table of contents
Customer Service Journey
To provide good customer service, you must first understand your target customer group. Meet customer needs at every stage and create a wonderful consumer experience. From the perspective of new zealand whatsapp phone number consumers, we divide the customer service journey into the following three stages based on purchase:
Customer service journey icon
Before purchase: Consumers are interested in brands and products. The customer group is relatively unfamiliar with the brand or product. They will have more basic questions, such as product specifications and features, and want to understand product performance.
Purchasing: At this time, it progresses to more in-depth content, such as spot status and schedule activities. Such questions may require customer service personnel to confirm before they can provide a reply.
After purchase: This will be the most difficult issue. Customer service may involve product repair, user guide, after-sales service or more difficult technical issues. And because each customer's situation is different, this is also the period when customer service may spend the most time dealing with individual customers. It is much more difficult to understand and find solutions than the two.
Do you also have the pain points of the customer service team?
The growth of a brand is usually accompanied by an increase in the volume of customer service messages. More customers and transactions will bring more inquiries, questions and needs. However, when customer service teams are faced with a large amount of messages, even with the current support of AI technology, there are still many situations that require human customer service.