What does ‘efficiency’ means? Efficiency is a level of performance that describes a process that uses the lowest amount of inputs to create the greatest amount of outputs. Efficiency relates to the use of all inputs in producing any given output, being an important indicator as all inputs are scarce. Time, money, energy and raw materials are limited, so it is important to try to conserve them while maintaining an optimal level of output. Being efficient simply means reducing the amount of wasted inputs.
The use of a queue management system will help reducing the time spent with waiting, time used for administration and service or the number of potential errors on one end. On the other end, will help increasing the number of customers served in a certain period of time, will increase customer satisfaction and loyalty, leading to higher profitability.
What does ‘operating cost’ means? Operating costs are expenses associated with administering a business on a day to day basis. Operating costs include both fixed costs and variable costs. Fixed costs, remain the same while variable costs, can vary according to various factors. Costs are associated with revenue-generating activities and the relation between the two will define efficiency.
The use of queue management system will provide reports of historical data and statistics that can be used to optimize the operation or will help in preparing much better business related strategies. The better use of human resources, changes in opening hours or in the service/product portfolio offered are only some of the multiple aspects that can cut operating costs while maintaining or increasing sales and service levels.
What does ‘sales effectiveness’ means? Being “sales effective” means optimizing and analysing sales force performance and not just winning the deal, it’s about winning it faster, and with less effort, so a team can win more. It is also about reducing mistakes, so a team spends minimal time cleaning up accidents and maximizing time with the customer. In addition to improved close rates, increased sales management and tracking improves the average sale price and decreases the length of sales cycles.
The use of queue management system will help directing a customer to a member of staff with the highest competence. While waiting, the customer can receive sales and marketing messages which stay closer to its needs. A comfortable waiting, in a stress-free environment will increase the chances of selling and cross-selling. Knowing a customer’s history will increase the chances of finding associated services or products related to his initial requirements.
What does ‘customer loyalty’ really mean? Loyalty is more than just behaviour. It is a mistake to assume that a customer is loyal just because they continue to buy from a company. There are many reasons why a customer repeats purchasing which have little to do with being really loyal. These can include:
If any of the above is the case, when a competitor come around and the easier and more attractive they make it for the customer to switch, the less appealing the above reasons are.
Loyalty can be defined as a customer continuing to believe that the organization’s product/service offer is their best option. They take that offer whenever faced with that purchasing decision.
Moreover, loyalty means hanging in there even when there may be a problem. This occurs because the organization has been good to them in the past and addresses issues when they arise. It means that they do not seek out competitors and, when approached by competitors, are not interested. It also means being willing to spend the time and effort to communicate with the organization so as to build on past successes and overcome any weaknesses.
The use of queue management system will help creating an environment where each individual customer receives personal attention and it is valued and served as expected. A better and faster service will generate loyalty.
Traditional banking and the provision of financial services has changed and is changing together with the evolution of technology. Online and mobile banking becomes more influential while face-to-face customer service needs to offer more or something unique. Some customers require fast processes and comfortable waiting. Others want to be recognized and treated as kings. Most of them want their opinion to be heard. In-store, online or on-the-go, a good customer experience will make the difference, raising your company above your competitors.
An exclusive deal or a special offer will make new customers but can’t keep them forever. With new phone models invading the market periodically, bigger bandwidth offers for mobile internet, larger coverage and smarter monthly plans, the telecommunication sector is fighting a battle every single day to win new loyal customers. Improving customer services can largely contribute to keep these customers loyal not only for the contractual period.
Customers expect from the Energy sector to offer a service level that matches their reputation, position and image on the market. Where competition exists this is even more highlighted by a willingness of providing better products and services than the competition. Low prices are only one side of the coin, but a professional customer service will guarantee long-term customer satisfaction and loyalty.
Local councils, tax or pension offices, embassies and visa services or any other governmental institution serving the public will be periodically or permanently facing the challenge of serving large number of people. People with very various needs and requests, some with difficult circumstances, all willing to get through their process as quickly as possible. Customer Services technology can largely contribute to overview and better control the processes, to improve planning, optimize workforce capacity and offer to the public the service they demand.
Public and private hospitals, clinics and healthcare institutions are under constant pressure of providing a high standard of service for patients, despite the budget cuts or lack of staff. A good patient service starts not after entering the treatment room or meeting the doctor, but with booking an appointment. Customer service solutions can highly increase patient experience and relieve staff from many tasks which can be automated.
According to the old wisdom ‘the packaging sells the product’. When taking a purchasing decision, price and product quality are not the only factors that will influence a customer. But packaging can include the service that a retailer provides in addition to the product he sells. Providing a high level of service is crucial to attract new customers and to keep the existing ones loyal. Customer service solutions can make a real difference in providing that bonus which is required for a long-term success.
Wherever there is a face-to-face or virtual interaction with customers, queue management and digital signage solutions are able to improve efficiency, increase sales and customer satisfaction. Other markets which can benefit from customer service solutions include:
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