Marketing tells us:
The cost for an enterprise to win a new customer is 5 times that of maintaining an old customer; in terms of profit contribution, the old customer is 16 times that of a new customer. And if a company reduces its customer churn rate by 5%, its profits can increase by 25% to 85%. Therefore, maintaining old customers is more important than fighting for new customers.
If we look back at the reasons for customer churn, we basically cannot escape the following three points:
1. The sale was deleted by the customer without knowing it;
2. Sales "offends" customers;
3. The customer is taken away by the resigned sales.
This article provides some solutions to these three major customer churn factors, cuts off the churn channel as much as possible, and helps companies protect customer assets.
1. Inexplicably deleted by the customer
Many times we want to send a wave of news on WeChat to warm up when we have new products or activities. But I did not expect that after the message was sent, I received a string of red exclamation marks!
The current staff rarely send group messages because they are afraid of disturbing customers, that is, they post to Moments twice a week. But still facing the situation of being deleted by the customer without knowing it, I really feel baffled, and I can't help but ask the soul three questions:
Who deleted me?
When did you delete me? ?
Why did you delete me? ? ?
This is a problem that many friends will encounter. It may not be difficult for customers to add friends, but it is really a headache to manage. If the friend is deleted, the opportunity to do business will be directly killed in the cradle. And I don’t know when it was deleted, let alone the reason.
The churn reminder function of Weisheng Enterprise Micro Butler will send a reminder to the employee as soon as the customer deletes the employee. After employees see which customer deleted themselves, they can use the conversation archive to view the chat content before the customer deleted, as well as the customer’s behavior track, determine the reason for the deletion, try to add it back to the customer, or share it with a colleague, and let other colleagues come service.
2. Sales "offends" users
There are two main possibilities of "offending":
(1) Customers feel disturbed
Many salesmen are afraid of customers deleting themselves, so they dare not send mass messages easily. In fact, the reason for customers to delete is not mass posting, but your content is information junk to customers.
Since personal WeChat does not have a classification function, sales can only use simple tagging to classify friends, such as intentional and unintentional. In fact, this kind of label is invalid. When users receive mass messages, they cannot feel the value of the product to themselves, so they naturally delete the sale.
After sending a group message to the customer, the Weisheng Enterprise Micro Butler can automatically tag the customer according to the customer's response, such as 3 times no interaction, tagging the tag that does not interrupt or have low intentions, and no longer sends too many advertising messages to the customer.
There are also multi-dimensional tags, not only to know the identity of the customer, but also to record customer needs through some tags. For example, mark a customer: high customer order, intention A product, etc., then while focusing on following up the A product, you can recommend other products of the same type.
In addition to the diversified labels, the customer details of Weisheng Enterprise Micro Butler have opened up the mini program and official account. Sales can dig out the needs through the customer's behavior trajectory and know what the customer prefers. Then you can contact him as soon as there is a new listing next time. Customers feel that the product solves their own pain points and realizes retention.
(2) Rude remarks, long periods of non-response
Most companies are very concerned about sales and customer quality, which is not only related to financial benefits, but also has a direct impact on word-of-mouth. In the past, business personnel used personal WeChat to serve customers, and the company was unable to control the service process of employees. Employees can selectively delete chat records and block customers at any time, making it impossible for the company to check. As a result, employees may have to wait a long time for customer service, or in extreme cases, it may break out. For example, bad customer reviews, customer rejections...
The conversation archive function of Weisheng Enterprise Micro Butler can save chat records and voice calls. Managers can factually view the entire chat process of employees connecting with customers, and support display response time statistics, statistics on the number of sent and received messages, and help managers monitor whether sales respond to each customer in a timely manner to ensure the timeliness of communication.
In addition, the risk control system of Weisheng Enterprise Micro Butler supports the interception of sensitive words and sensitive behaviors. When employees use illegal words, delete customers, or withdraw chats, they can promptly push notifications to administrators, effectively stifling the signs of crisis. In the cradle.
3. Resignation sales take away customers
In many companies, sales are a relatively frequent position. Some sales and operators have more than a dozen WeChat communities in their hands, and once they leave, they will take all their customers away, causing serious damage to the company. In order to protect customer resources, some companies adopt relatively cumbersome methods to supervise, but they often take time and effort with little effect.
The resignation inheritance of Weisheng Enterprise Micro Butler can solve this problem well. It can actively or automatically assign the customers and the groups managed by the resigned employees to other employees. Customer inheritance does not require the customer’s consent, and the customer cannot contact the resigned employees again. Avoid the loss of customers in many ways, and protect the company's customer assets.
The anti-loss system created by the Weisheng Enterprise Micro Butler through "session archiving" + "sensitive risk control" + "resignation inheritance" minimizes the uncertainty caused by the difference in service standardization, reduces the waste of customer resources, and helps the company to extend "Lifeline" and grow vigorously.