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Increase Customer Retention with Contact Centers

15 March 2021

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In a business or company that is run, of course, having an abundance of customers is a dream that you want to always be realized. By having a fairly large customer scale, surely the company or business that is being run will find it easier to get partnerships, channels, and of course profit because many individuals have trusted the product or service. However, if this has been realized, how do companies maintain their customers to always use and be loyal to their products or services? The ability to retain these customers is said to be Customer Retention.

What is meant by customer retention? Can Contact Centers Help Increase Customer Retention?

In short, Customer Retention is defined as an action taken by companies to retain their customers in order to keep using the products and services they have provided and prevent customers from switching to other companies/competitors. Then, how do you increase customer retention? Can using a contact center help to increase customer retention? Here are some of the advantages of using a contact center to increase customer retention.

1. Increase Customer Relationship

The relationship we have with our customers is one of the main aspects of our success in selling a service or product. By having a good relationship with your customers, that's where customer retention can be run well again. Contact Center itself is one way that you can improve your relationship with customers. Contact Centers can provide a better and easier interaction or transaction experience so that later customers will be more comfortable with what you have provided. That way they will be more loyal and of course, will always use the products/services you provide.

2. Knowing Customer Needs

Lots of businesses or companies that have high target consumers and want their customers to always use the products/services they provide but don't know what consumers really need. Contact Center itself is known to have many media or ways to find out what customers need. By interacting through Social Media, Email, Chatbot or Call Center Agents themselves, they can get feedback in the form of information on what the customer really needs. The Contact Center itself can also find out information about what they can improve on the services or products that have been provided. Later, the existing information will be used as a reference by the company so that they always develop existing products/services and can always maintain their customers.

3. Customer Data Management

A good interaction experience and ease in carrying out transactions are certainly always desired by every customer if they want to use a product or service. Customers who have already used your product or service certainly don't want to waste time providing more information about their customer profile. Therefore, the existence of a Contact Center that has a system such as a Customer Data Analysis (CDA) can help to make it easier to find out the database about the customers you already have. Things like this are certainly a plus point that makes customers feel more cared for and prioritized so that later they will always make your service/product their first choice.

4. Anticipating Customer Risks with Various Solutions

We cannot avoid losing and also reducing the number of customers you have because all of that is a personal decision of each customer. With the Contact Center itself, you can anticipate these things by always providing solutions such as Call Center Agent services that always listen to complaints from customers and provide solutions instantly. In addition, services such as Chatbot itself are very helpful in providing quick solutions to problems that customers have. You can also provide other possible service options that can help solve the problem. The Contact Center of course also has operations such as Quality Assurance (QA) where companies can guarantee all the quality of the products/services they provide. That way it can be seen that customer risks can come at any time and you must be able to provide optimal solutions and services to prevent this from happening.

Those are some of the benefits that you can get by using a Contact Center to increase Customer Retention. VADS Indonesia certainly offers a Contact Center service that is integrated with various media and agents who always provide satisfying services which of course can help develop your business plan. Please contact marketing@vads.co.id to find out more information about our Contact Center solutions.



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