"Good Service is Good Business"

Phục vụ tốt, hốt bạc tỉ

In a competitive economy and increasingly demanding consumer requirements, retaining and expanding the group of loyal customers is a vital element for all businesses. Besides ensuring product quality, building and maintaining a high level of customer service is an important measure of attracting repeat customers to stay with a business. Poor service quality may not cause customers to complain, but it certainly makes customers never return.

SOI.Pro provides businesses with a comprehensive product package for evaluating, surveying, and improving the quality of their customer service. We offer 6 self-contained product groups:

  • Mystery Shopper:“Mystery Shopper” is also considered a form of “early warning”, assisting businesses to identify shortcomings in their customer service before such limitations cause problems. affect the business reputation and lose new as well as loyal customers.
  • Customer experience process evaluation and building: This assists businesses to collect and analyze information about the situation of goods, identify the image of the brand at retail points; control compliance with agreements between businesses and distribution channels.
  • Customer satisfaction survey:This supports businesses recognize the customers’ behavior and habit of using products; motivations and barriers to the brand; satisfaction and unmet needs of those who directly add value to the business.
  • Data analysis software: SOI.Pro provides data analysis software with survey services, helping businesses easily manage and track survey data in a systematic way.
  • Customer service training: SOI.Pro organizes training to improve customer service quality with content tailored to the specific needs and circumstances of the business.
  • Call center personnel support: SOI.Pro provides human resource supporting services for Call Centers and helps businesses train and select suitable personnel.

Customers can choose to cooperate with us in one or more of the above services. In addition to direct benefits, customers also benefit in terms of prestige and brand from our communication programs.

We work with all businesses and industries that consider customer satisfaction to be our value. Here are some typical industries.

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FAQs

What is SOI.Pro's services?

SOI.Pro provides businesses with a full-service package to achieve a better customer experience, including 6 forms: Mystery Shoppers on an omnichannel platform; Customer satisfaction survey; Customer experience process evaluation and building; Service quality assessment and monitoring software; Customer service training; Call center personnel support.

Who should use SOI.Pro's services?

Businesses or organizations that work directly with customers want to ensure that customer experience and service quality standards are consistently implemented across all branches, staff, locations, and times. Those can be banks, retail chains, restaurants, supermarkets, fashion stores, etc.

What is Mystery shopper Service?

As regular and sophisticated customers, we secretly observe and experience your business at online and in-person touchpoints. From there, we identify problems early in contact with customers related to response time and offer solutions to fix vulnerabilities at the lowest cost. After the survey, SOI.Pro will compile periodic reviews into an objective report sent to business management.

Who are Mystery shoppers?

SOI.Pro has a substantial team of collaborators including many different components suitable for customer portraits of each type of product such as students, young office workers, married people, and the elderly. Depending on the business characteristics of the enterprise, SOI.Pro selects the most suitable collaborators with the business’s target customers to act as mystery shoppers.

Why businesses should use the Mystery shopper service?

Mystery shopper service on a multi-channel platform is a form of “early warning”, helping businesses promptly identify shortcomings in the quality of their customer service. Then, businesses would have a plan to train and improve the customer service quality of employees before those shortcomings affect the loyalty of customers.

Mystery shopper service on an omnichannel platform also helps businesses ensure consistency at all times, across all staff, and at every touchpoint in the customer journey.

What is Customer satisfaction survey Service?

Customer survey service allows businesses to realize the satisfaction level of the customers they are serving, understand how customers feel about their products or services, and perceive business processes to make immediate adjustments to problems that make customers unhappy. Surveys can be completed online or in person with a variety of methods for the best results.

Surveys are designed by a team of customer experience experts based on the needs of the business as well as the specific nature of the field in which the business is operating. Surveys can be conducted in batches. A detailed report and a comparison will be sent by SOI.Pro at the end of each period.

What is Customer service training?

Training service offers short or long-term courses, depending on businesses’ needs and the results of the service quality assessment, to ensure issues are resolved and create a perfect and consistent customer experience. From the assessment results, SOI Pro’s training courses focus on building a customer experience mindset for employees in real-life situations to maximize customer satisfaction.

The courses are developed and taught methodically by leading experts in the industry with many years of practical experience in customer service training for large cooperations and organizations.

How to store and manage customer satisfaction data?

To store and manage customer satisfaction data, SOI.Pro provides a software that collects customer satisfaction assessment data on multiple platforms. The system compares data by time and place it for business managers to easily supervise and access data anytime and anywhere, make reporting easier, and control services over time.

What is the most important factor in improving the call center quality?

In order to improve the quality of the customer care center, the human factor is the most important that businesses need to focus on investing in. Happy employees make customers happy. Currently, many businesses choose to use third party personnel supply services to optimize costs and recruitment time, thereby being able to focus more on core business activities.

Do customers need to use the entire package of SOI.Pro products?

No. Depending on specific needs, businesses can choose one service in SOI.Pro’s service package.

Is SOI.Pro's service fixed?

No. SOI.Pro builds a product package as a common standard for all customers. Based on the standard product package and the specific needs of each customer, we will build a separate product package for each business. Please contact us to get the most suitable advice.

CUSTOMER'S FEEDBACK

``Khi được giới thiệu về gói sản phẩm của SOI.Pro, tôi rất vui vì đang tìm kiếm đơn vị đào tạo dịch vụ chăm sóc khách hàng. Những khó khăn của chúng tôi nhanh chóng được SOI.Pro giải đáp.
Không những thế, sau khóa đào tạo, ý thức và kỹ năng làm việc của nhân viên LCBuilding cũng cải thiện rõ ràng hơn.``
Harry Hoang

Phạm Vũ Lâm

Giám đốc LCBuilding Ltd.
``Tôi luôn trăn trở việc duy trì chất lượng chăm sóc khách hàng của tất cả các nhân viên giao dịch trên toàn chuỗi chi nhánh của mình. Dịch vụ Khách hàng bí mật của SOI.Pro đã giúp tôi yên tâm vì giúp nâng cao trách nhiệm của nhân viên phục vụ của PestBusters.
Tôi thực sự hài lòng vì dịch vụ này giúp tôi tiết kiệm rất nhiều thời gian.``
NguyenLan

Nguyễn Lan

Giám đốc PestBusters

Customer Service Expert

SOI.Pro – The Silence Of Improvement

CONTACT

  • SOI - Customer Service
  • 8th floor, Vietnam Journalists Association building, Duong Dinh Nghe st, Yen Hoa, Cau Giay, Hanoi

  • 0962 08 00 55
  • info@soi.pro.vn

TIMESERVING

  • Monday - Friday: 8.30 - 17.30