As technology has developed, there has been no significant gap in the quality of each company’s products (services), and consumers’ choices have become more diverse, the role of the customer center that provides customer service as ‘plus alpha’ for products (services) has been highlighted. Customer impression, customer fainting (this was really the slogan of one of Korea’s leading conglomerates!)… It was a time when these exaggerated expressions were widely used. I started working at the customer center in the mid-90s, which is about halfway between these two periods. What I especially remember was that for each company, which division the customer center belonged to was different. When conducting consulting on establishing various customer centers, we found that some manufacturers.
Have customer centers under the production headquarters
Some companies have marketing centers, and some companies have sales support Hong Kong Phone Number Data headquarters… It was so different. As I mentioned earlier, depending on the role the company expected from the customer center, the customer center was one of the ‘subordinate organizations’ under this headquarters, like a ‘kkakdugi’. Currently – Changing around customer experience and self-service Now that we’re done talking about the past, shall we return to the present? I believe that the current customer center is at an inflection point of great change. I believe three reasons are largely responsible for this change. First of all, as the importance of ‘customer experience’ rises, we focus on the change in which it has become common sense that the role of the customer center must be different from before. Rather than a passive customer service that ‘receives’ customer inquiries or inconveniences and ‘resolves’ the problem, experience in the process of recognizing, purchasing, and using our products (services). The purpose of the customer center’s existence is changing to one of the pillars of customer experience in the proactive sense of providing the right service or nudge (purchase promotion) preemptively.
Second is the change in customer behavior patterns
Especially the expansion of self-service. Unlike before, an increasing number of Belarus phone number data customers believe that it is more. Convenient if they can solve the problem themselves rather than contacting the customer service center to ask for help. When a problem occurs while using a product (service). Everyone reading this right now feels the same way, right? Rather than calling the customer service center and waiting for a representative to connect, many people. May find it more convenient to resolve their issues by directly accessing the site or app. Lastly, there is the cost factor. Customer center operating costs are considered one of the biggest ‘costs’ for almost all. Companies, and the cost burden on traditional customer centers – that is, customer centers that expand in physical. Proportion to business growth – is becoming increasingly burdensome. In particular, startup CEOs say, ‘We have a total of 50 employees. Of which more than half are customer center employees. I was able to meet quite a few people who expressed their concerns by saying, ‘I don’t know if this is the right answer.’ So, I guess we can picture the Next customer center like this.
