|
|
A heavy link that holds the center of gravity of the business Next it was Able's turn. Through Bella, we had time to reconsider CX operations and redefine who we are. As a result of putting our heads together and thinking together, Avery's operations team defined itself as 'a heavy link that holds the center of gravity of the business. ' It does not determine the direction of the business, but it means that it is a link that connects the customer and the company to establish the center of gravity of the business. [Reference] ‘Operator’, a new emerging concept in the startup scene 2. Problem definition In order to perform a CX operation, you must first define the problem. First, Bella shared an example of how, during the Baedal Minjok era, the customer experience was improved and sales were increased by lowering the customer churn rate. that can quickly reflect the owner's status on the app to prevent customers who do not know the situation from ordering food and canceling it during holidays or when there is too many orders.
Avery also looked at the data and defined the problem to solve it from a CX perspective. [Reference] CX KPI achieved by Baemin Operator to reduce customer churn rate The volume of inquiries coming from all channels such as bulletin boards, chat inquiries, and phone calls, the amount of work Cambodia Phone Number Data per person in the logistics department, the number of cases handled per person on the phone, the number of exchanges/returns processed on the bulletin board, etc. We retrieved and analyzed various data related to logistics and customer service. As a result, it was concluded that the volume of inquiries itself should be reduced during the product inspection and delivery process. Bella emphasized the attitude of actively looking at data and finding problems in it, saying, 'It's not that you can't see it because there's no data, it's that you can't see it because you don't want to see it .' Let’s practice identifying problems with data using the data checklist example above! 3. Derive KPI Lastly, we derived KPIs to effectively reduce inquiry volume. We set a goal to create a ‘no-questions-asked situation’ that is good both in terms of customer experience and customer service. I applied the ICE score technique to prioritize tasks. As a result, three major KPIs that can be put into practice right away were derived.
The first KPI, ‘Shortening the confirmation cycle of receipts’, is aimed at reducing inquiries about delivery delays. If you check inventory more frequently, you can notify customers more quickly when there isn't enough product. The second KPI , ‘Manage product registration dates separately’, is aimed at reducing cancellation inquiries. If the product registration date is long, the importance of management decreases, making it difficult to immediately update out-of-stock status, etc., which may cause inconvenience to customers. To prevent this problem, we create a system to separate old products and manage them periodically. ‘Segmentation of inspection items’ is a KPI to reduce return inquiries by further improving inspection quality. The workshop ended with the derivation of excellent KPIs that can be implemented right away and have a direct impact on inquiry volume.
|
|
發表於 2024-3-5 11:36:29