Customer service, especially in the shape of a call-centre - is to customers one of the most visible and significant aspects of organizational performance.
Customer service is one of the most challenging and neglected areas of management, including those with modern call-centers.
Our experiences tell us that most customers were concerned about their supports after their projects has completed.
How will they be charged if they want to have some changes later?
Will the cost still be competitive?
Will the development company still provide the best supports?
Before customers being convinced by their service providers that they can trust, customers are very careful to choose the service provider. This is the common sense.
With Inchol, we know exactly what our customers want. Not only developing the best web solution but also providing the great customer supports. Even the project has completed, we always provide supports no matter how long has the project been closed. No charge for simple changes, questions or suggestions, fast turn around etc. We never let our customer to wait our responses the next day. It is easy to see that the costs of gaining a customer can be five, ten, a hundred or a thousand times greater than retaining a customer.
Here are Inchol’s customer service standards that its staff are focusing on:
Timeliness - the essential time-related performance standards for each stage of customer engagement and process
Accuracy - how reliably the customer's experiences match the supplier's promises
Appropriateness - common-sense honesty, integrity and fitness for purpose
One of our great customers Catherine from glcmall.com told me that she has so happy finding us as her previous development company doesn’t care of their customers. Late response, problems couldn’t be solved in time drove her crazy. She finally found Inchol and redesigned the website. “I have spent more than $20K for previous system”, Catherine told us. With Inchol’s redesign, the website is much more powerful than before but the development fee is only about 25% of the original amount.
Inchol’s statistic shows that 65% of its customers become returning customers. 85% of those returning customers have long term on going projects agreements with Inchol.