For example, if the main goal is to successfully launch a new product, the operator’s goal is not simply to handle many consultations, but the operator’s important task is to collect customer VOC and deliver it to the product team in a satisfactory manner. On the other hand, if sales are the company’s most urgent goal, the operations team’s goal may be to increase customer consultations and create sales opportunities. In the case of Balan, an actual luxury goods startup, the CX team’s goal was to convert customers into purchases through consultation. In fact, customers who spoke with Balan’s counselors said that their purchase conversion rate increased to a level of 30%. Is the 30% purchase conversion rate real? Oh, that’s a true story. 2. Brand your operations team The operations team is almost the only department that talks 1:1 with customers. That’s how big of an impact the operations team has on customers.
If done well it can leave a strong impression on your brand
If you want to create an operations team that contributes to branding and marketing, please Poland Phone Number Data refer to the following two things! First, start by creating an operations team slogan. For example, if your service is fast and quick response is the most important, your slogan could be ‘Quick response saves the company’, and if customer experience is the most important, your goal could be ‘Fear dissatisfied customers’. Second, create an operations team name that matches the slogan. Greenify is a plant curation startup that recommends plants that fit your lifestyle. In the case of Greenify, we named our CX team ‘Care Center’ for customers who had difficulty growing plants and actively utilized customer consultation for customer success. My plant is wilting,’ we provide detailed plant care instructions tailored to the symptom, just like a doctor giving a prescription. Thanks to this, even if it is a plant killer that kills even cacti, if you purchase plants from Greenify, you can grow your plants and water them healthily until the end! Greenapii’s Care Center.
Even after purchasing a plant we provide
Chat advice on how to grow companion plants suited to the environment. 3. Create processes Costa Rica phone number data that contribute to product improvement. We launch products and improve them based on customer feedback. This is the basic process of growth hacking. And operators are customer experts in charge of VOC distribution in a company. Therefore, if you want to become an operator who contributes to product improvement, you must also know how to create. A process to collect unrefined feedback and share it with the product team in a good way. If your company does not yet have a VOC sharing process in place , here are two rules to consider. If the same bug inquiry comes in more share it with the company’s development team through the hotline. Collect statistics on the most frequently received customer inquiries. Every week and share it with the product team. But what should you do if no one listens even if you share your VOC like this ? It’s simple. All you have to do is make them listen.
