Strict requirements from customer

Most businesses think their customer care campaign is very good, very perfect, but the results get almost the opposite. In fact, in the trend of consumers become the center, is considered god, customer service is not difficult. 80% of businesses claim that they provide “high end” customer service. But only 8% of their customers agree with this, 72% of customers intend to leave the company for a bad experience.

In the process of deployment, it seems that many businesses do not even know that they “have not arrived in the place” in the service delivery. Heard something surprised? Are you providing a poor service to your customers?

Customers in every field now have strict requirements about the product or service they use. Looking positive, this is the opportunity for businesses to have “internal” development. Competition is the lever for the economy.

The evolution of customer service

Customer Satisfaction Survey will provide feedback on the company, products, customer service, ratings, and return intentions of customers. This type of survey helps businesses be aware of customer satisfaction with a product. Customers will also feel encouraged to contribute to the survey as they know the businesses value their opinions. Customer Satisfaction Survey used for that purpose; Promote cooperation while measuring customer satisfaction.

In the current trend of fierce competition in the service sector, customers always play the central role and strategy in all business activities and service development of enterprises. However, in order to be able to implement good business strategies effectively, the measurement and evaluation of customer satisfaction is always the key to success in any business decision in any any situation.

Currently, through our observation of service quality assessment in agencies, state agencies and enterprises in Ho Chi Minh City, Hanoi, Da Nang, Can Tho,… such as Electricity of Vietnam, Vietnam Posts and Telecommunications Group, Viettel, Vinaphone, Taxes, State Treasury, Vietcombank, Viettinbank, ACB, Sacombank,… still handmade (mainly paper survey), there is a lack of objective and objective opinions of customers, so the improvement of service quality is still subjective and ineffective. Usually companies that want to evaluate this issue will must hire a consulting company to survey, survey, collect customer comments at a very high cost but sometimes still do not trust. (Currently, international organizations still warn of the rate of breach of rating by survey service providers in Vietnam).

eSmile – The eHotel solution, developed by a team of talented Vietnamese professionals from Elcom Group, designs based on surveys and experiences from national programs advanced in the world. eSmile is built to address the current difficulties in measuring customer satisfaction of businesses.

eSmile – Customer service quality assessment, it is a honest, efficient, instant and modern service quality assessment tool, will make a difference for your business before competitors.

The prominent advantage of eSmile

eSmile allows customers to evaluate the quality of the product / service and the performance of the employee in terms of “Satisfaction” and “Not satisfied” or different criteria depending on the requirements of each guest. Each criterion is analyzed in various categories such as: Products, services, staff, time, space, etc.

Employee identification via employee card. The information stored in the card includes: Unit, department, task, employee identification number, employee name etc.

Customer feedback results are automatically passed on to the person responsible for monitoring in real time.

Allows the establishment of customer rating rules to avoid misleading, based on information on the time and duration of the customer’s evaluation.

Visitor hierarchy, allowing the export of statistical reports, management tool charts.

The interface is friendly to all users.

At the same time, eSmile is also a very effective KPI for employee reviews, customer feedback on employees is stored on the system, and reports are immediately sent to management.

Should you need any further information about eSmile, please do not hesitate to contact me.
Address: 162/12 Binh Loi, Ward 13, Binh Thanh District, Ho Chi Minh City, Vietnam
Hotline: (+84) 903 051 288