Customer relations, the human element at the center of exchanges

For any company, customer satisfaction is the key to success, it depends on different factors: product, price, deadline ... But also the quality of the relationship established with the customer.

This is particularly true in the remote services sector, where the customer is alone when using the products. A customer service department (voice and/or digital) can answer their questions immediately, more efficiently and accurately than a simple FAQ. Customers really appreciate being able to contact a physical person, especially for digital products.

Customer relations: the human being at the center

Preserving human contact is essential, especially when using web platforms, however simple and intuitive they may be. That's why we provide our customers with a service of more than 20 telephone advisors. It is reassuring for customers to know that they can always reach a business expert directly by phone or email.

KPIs at the center of the strategy

It is essential to monitor the quality of the answers given to customers by questioning them after processing their request. Their answers allow us to implement corrective actions (training, product improvements, etc.), as well as to monitor and analyze three indicators of the quality of customer relations: satisfaction rate, Customer Effort Score (CES) and Net Promoter Score (NPS: recommendation rate).

These indicators are monitored over time and benchmarked against companies in our sector. An individual follow-up per teleconsultant also allows us to set up targeted training and thus develop the expertise of the teleconsultants.

A corporate strategy

Customer satisfaction or Customer success is also translated by proactive actions towards customers:

• Maintain regular and qualitative contact with customers.
• Ensure that they get the most out of the products.
• Become the company's spokesperson for the launch of complementary products or services.

The customer relations department is thus a crossroads where all the company's contact points converge

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