Time to Repair – Retain Your Top Customers
“Response Time” or “Time to repair” is one of the crucial attributes of customer service. There are situations when customers report certain issues or complaints concerning a certain product, expecting the brand or enterprise to response or repair quickly the faulty product. In order to assess the repair time performance it is essential to have contrasts to communicated standards and the arrangement of the repair done, i.e. in person, through email or on the phone.
Importance of Time to Repair
The repair time is an essential component, which decides if a company is able to retain influential customers. The estimated time within which your company needs to respond in order to keep the users happy and satisfied differs by format and other aspects. In order to have an understanding of the customer’s expectation it is imperative to conduct research and surveys. This needs to be followed by guiding your CRM professionals to offer the expected outcome. It consists of setting up training, standards, motivating employees to attain the best performance level.
In this 21st century, multi-channel retailing is all-pervasive. It includes enterprises selling goods and services through more than one retail channel, consisting of catalogs, internet and the stores. Today, with the accessibility of telephone and email assistance, users are switching to email and phone expecting a faster response. However, selected service elements such as returns and exchanges are still the convenient things to do if done in stores.
This entire process of handling products after they are sold is known as Time to repair. , Other names for it are after sales service, returns and service management, reverse logistics and even customer care. Irrespective of the name given, it is a difficult area to tread on to and involves frequently several parties in remote locations. It also consists of third parties and other internal group within the value network.
Numerous organizations and enterprises underestimate the potential that “Time to repair” has in generating more sales. At the same time, it offers the company with a competitive advantage. Top server providers of “Time to repair” solution use the innovative Cloud Process, for better results.
Features of “Time to Repair” Cloud Process
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6% of all items sold are returned (Returns Logistics, 2009)
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The average loss related to a return is €19 (Newgistics, 2007)
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An average of one consumer phone call is made per return
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Processing returns costs four times as much as processing the original order
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68% of returns have no technical fault (Accenture report, 2007)
With new age response time solutions, you will be able to understand the ways and methods to deal better with customer enquiry or any other requirement.
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