Customer service business plan

Library: operations and lowe foundation > digital library > how to create a customer service links: return to entrepreneur’s resource center how to create a customer service plandigital library > defining and serving a market > customer service. As the interactive age arrives, every enterprise will have to learn how to treat different customers differently. You might say that by gaining market share and managing sales and distribution, you could satisfy your customers. If buyers’ needs were met, your business would presumably grow and , however, meeting the needs and expectations of customers requires that you know your customers — as individuals. If potential customers grow overwhelmed, confused, or simply can’t find what they want, your high level of service is the "ace in the hole" that’ll keep them from creating and evaluating your customer service plan, avoid too much internal analysis. Your own hunches, biases, or interpretations shouldn’t interfere with the unfiltered knowledge that your customers can provide. They are your ultimate er service as a competitive even small businesses investing heavily in technology — from database software to web site development — traditional feature and cost advantages no longer provide a sustainable competitive advantage. More fast-growth companies are focusing on quality of service to distinguish themselves from the rest. They are talking to their customers to determine what’s important to them and how they can further add value. Smart companies now strive to be an extension of their customers, thereby fostering more loyal buyers who’re less apt to change ts of an effective customer service ’s how you and your business can benefit from a customer service plan:Minimize stress — if you’re dealing with customers directly, especially unhappy ones, some stress will naturally result. You can reduce it if you develop a systematic way of dealing with your efficiencies — when you focus on areas that directly affect customer satisfaction, you can use your resources more efficiently. An effective customer service program provides a game plan for working on those areas most important to your customers, while reducing distractions that can derail your sed morale and satisfaction — when you’re implementing a plan that’s designed to delight your customers, then you can rally your employees more easily and inject more meaning and gratification into their al — you need effective customer service to turn your high-growth business into a viable long-term competitor. With increasing globalization and the knocking down of trade barriers, the race for customers is fierce. There’s no single blueprint for an effective customer service program, here are five steps that you can take:Assess your customer service tand your customers’ your customer vision and service effectively with your 1: assess your customer service order to establish an effective customer service plan, you need a starting point. Re committed to do whatever it takes to create satisfied try to do things right the first the owner, i show by example that customer service is g our customers’ needs takes priority over meeting our internal score divided by 4 = ____. We sell, we aim for a partnership our marketing materials, we don’t promise what we can’t know the features and benefits that matter most to our design new products/services based on information provided by our score divided by 4 =____. Review customer constantly ask our customers for regularly look for ways to eliminate errors based on customer score divided by 3 = ____. Customer ’ve determined what our customers expect from frequently interact with our employees know what’s important to our score divided by 3 = ____. Make it easy for our customers to deal with aim to resolve all customer encourage "wowing the customer. Respect my employees firmly understand our product/ employees possess the right tools and skills to perform their jobs employees are encouraged to resolve customer employees feel that customer satisfaction is part of their score divided by 5 = ____. Products/services and constantly work to improve our processes and y units communicate and cooperate to solve problems and accomplish we uncover problems, we try to resolve them score divided by 3 = ____. Adapted from forum corporation’s self-test for a customer-driven evaluate how well your organization focuses on customer satisfaction. Low scores suggest opportunities for 2: understand your customers’ s of customer you launch a business, you might assume you know your customers’ requirements. Here’s how to tell:Can you identify your customers’ top three priorities in doing business with your firm? You answered no to any of these questions, that shows you may want to gather customer information more aggressively. Don’t just dwell on complaints; studies show that only 2 to 4 percent of dissatisfied customers ever complain. If you’re only looking at complaints, you’re missing the vast majority of buyers who might provide helpful feedback about their impression of your s and focus groups are popular methods for gathering information on customer needs. If your rejects are high or your yields low, some bad product may leak out to the customer. Use your employees as a valuable source of information on customer s and service providers. Many small businesses also hire firms to provide customer service call-center these vendors and suppliers to help you stick to your customer service plan. Example: have your web site administrator categorize the types of feedback that customers provide online and provide rapid responses. Or ask your shipping unit how frequently it must re-do an order because customers reject it the first you review your internal data, your employees’ input, and the feedback you collect from vendors, identify the top three customer service issues that arise and compare them with the top three questions, comments, or complaints you’ve heard directly from your buyers. Best kind of is not necessarily better when it comes to customer data, but getting the right information is critical. To track your customers’ changing needs and uncover your company’s long-term performance trends, collect data on a continual ic. 3: create your customer vision and service a washington post reporter returned from the 1999 phocuswright conference on the internet travel business, he wrote about his experience watching a panel of 12 executives who run big online travel sites. When these ceos were asked to declare his or her company’s "key distinguishing asset," only two of the 12 mentioned something they deliver to ’s a stark reminder of how few internet executives understand and appreciate the role of the customer. An effective customer service plan must be built on a customer-centered vision for your company. Vision consists of a vivid picture of an ambitious, desirable future state that’s linked to the customer and improves on the status quo in some important way, according to richard whiteley, an author and management vision is what you want your company to become, what you want it "to grow up to be. A client-centered vision takes its direction from the customer and performs two critical functions:It serves as a source of inspiration to rally you and your employees around a single unifying purpose: to please the guides decision-making and aligns the company so that all functions work toward a single you craft a vision that spells out what the company seeks to become, you guide all your employees to make better decisions. After all, an employee who knows where the business is headed will probably make more effective decisions that reinforce that do you create a vision? Airlines recently announced its customer-service goal: to provide unsurpassed global access and a simpler, more hassle-free travel experience while treating customers with candor, responsibility, and genuine attentiveness to their your vision concise. List at least five specific reasons your company has grown so pretend you’re a customer. What’s the most important reason for your company’s success, from the customer’s viewpoint? Steps have you taken over the last 3 years to upgrade your customer service and ensure that you stick to your customer service plan? Consider choosing more stimulating verbs to enliven your vision, such as changing "satisfy" the customer to "delight" the customer or "trying to provide value" to "promising exceptional value. Customer, but that’s our rule"), entrepreneurial firms can and should show more flexibility to please well-intentioned entrepreneurs fall into the trap of adopting policies that clash with customer needs and expectations.

If you left a job at a large organization, for example, you may enact certain rules or safeguards in your new business because "that’s the way i’ve done it before. Do they facilitate customer satisfaction or do they only erect barriers and cause customer frustration? If you’re having difficulty identifying these "unfriendly" policies, review your customers’ comments and complaints. Some cases, you’ll discover some necessary policies that your customers may not like, but that you’re legally bound to keep in force. For instance, if you’re cleaning health-care facilities, and your insurance company restricts you from disposing of certain medical wastes, let your customers the same time, investigate if there’s a compromise you can make, such as disposing of the waste once it has been properly ile, keep your "friendly" necessary policies and strengthen them, if possible. Use customer-friendly policies as a competitive edge to retain your current customers and attract new 4: deal effectively with your you’ve established your customer-centered vision and created customer-friendly policies, you’re ready to sharpen your skills in dealing with your customers. These skills can be segregated into two areas: communication skills and problem-solving you communicate to your customers is just as important as what you say. When your customer or prospect enters your store, phones your office, or logs onto your web site, reinforce your eagerness to deliver extraordinary service. This sets the tone for the rest of the time a customer interacts with your company, the message should be consistent: you want to provide top service. If a customer calls and gets lost responding to dozens of touch-tone commands (think of the i. Testing a customer’s patience gives them a reason to leave and never a lasting, positive first impression. Customers want to feel special, and your attitude and behavior must reinforce your view that they’re important. When you value customers, your sincerity makes them more receptive and enthusiastic about your all begins with the proper mind-set: a customer-focused organization is not in business to deliver a product or service, but to enable people to enjoy the benefits of its product or service. A temporary employment agency is in business not to fill job vacancies with temporary personnel, but to help their customers enjoy the benefits that their service provides — immediate placement of highly-skilled individuals. Examples include giving your customer-service representatives the authority to satisfy reasonable customer demands on the spot, making follow-up calls to ensure customers’ requests have been met promptly, and simplifying your bills so that they’re easier to to understand their needs each time you deal with them. A desire to uncover your customers’ needs or wants will provide you with a competitive are some questions you can ask customers to show your eagerness to help:What would completely satisfy you? That means your words alone will not make everything better; you need to align your gestures, facial expression, and voice tone to send a complete message of support and concern for the customer. Rapt listening will enhance your understanding of what your customers need and make them feel ish a long-term relationship. Then do something to make them want to come back or refer you to a friend or colleague, such as offering a referral bonus if they bring in new ensure you communicate effectively with customers, list three specific steps you and your employees can take to improve in each of these areas:Build rapport with customers:Seek ways to help customers:Establish a long-term relationship:Problem-solving customer service plan should include guidelines for your employees to problem-solve. When you take responsibility for a snafu, you can turn a negative customer into a raving fan. Studies show that if a problem is resolved quickly, 98 percent of your customers will buy again and even tell others of their positive the longer the problem drags on, the more frustrated a customer becomes. Agree on a course of action by hashing out options and working together to finalize the best take corrective action and ask your customer, "are you pleased with the way the problem’s solved? Then make a peace offering to the customer as compensation for all the 5: educate your that you’ve learned to assess your customer service quotient, understand your customers’ requirements, create a customer-centered vision, and communicate well with customers, you need to educate your staff on how to carry out your customer service involves two steps: communicate and icate. Hold a mandatory meeting to roll out your vision for your organization and explain the intent of your customer service plan. Invite feedback from employees and tweak the plan to reflect their ’t make this the only time that you talk to your staff about the importance of customers. Examples include hosting "lunch ‘n learn" sessions in which you bring in outside experts or sending employees to customer-service final piece of your customer service plan [top]. Imagine what it’s like for a buyer who does business with your an airline pilot preparing for take off, create a checklist so that you can confirm you’re ready to "fly right" and provide the kind of positive experience that will please your t or service overview. Have you made it as easy as possible for customers to learn about what you sell? You should provide a summary of the scope of services or types of products you provide. Are your customers aware of key facts they must know about doing business with your company? If you charge more for value-added services or extended warranties, give buyers a chance to ask questions and consider without pressure whether the accept these up. Make sure customers receive printed contact information, including the full name of a customer-service representative and that person’s direct-dial phone number and e-mail address. Show customers how to make status inquiries, discuss problems, seek technical support, or ask other ion. Are you taking steps to build loyalty and establish a long-term relationship with each customer? This can involve giving out discount coupons for future business, sending an informative quarterly newsletter to customers, and calling a month after the transaction is complete to ensure the buyer is completely satisfied. If your customers buy over the internet, you can use your web site to create a user community, cross-sell related products and services, and build brand ’s customer service plan pro software walks you through the steps to create a customer service -based management: strategies for growing customer value and profitability, 3rd edition, by roger j. Customers value most: how to achieve business transformation by focusing on processes that touch your customers by stanley a. Cleaning up the customer experience with online knowledge bases," by ramesh jayaraman and rohit kumar. Blind spots by changing ss plans ss plans - volume customer service support business customer service support. North main arbor, michigan e-care is an outsource provider of online customer service guarantee personalized e-mail management and live text chat a cost 30 to 50 percent lower than our customers' cost for -house alternative. The company plans to add revenue streams ary services, including enhanced knowledge management ting services. Our goal is to become the leading outsourcer -based customer service support in the united ment team & resources e-care is an outsource provider of online customer service support,One of the critical customer-retention services for e-business. Tee personalized e-mail management and live text chat response at 30 to 50 percent lower than our customers' cost for -house alternative. Our goal is the leading outsourcer of web-based customer service support in ions will be located in the philippines to draw on an educated,Highly skilled, english-fluent workforce with labor costs than in the u. Internet technologies which created the opportunity for also destroyed the traditional switching costs on which for customer retention. With switching costs for online negligible—the competitor's site is just one —customer service is becoming the key to developing ining online customer loyalty and to managing online hase, recommendation, and gh e-businesses are becoming aware of this critical need, few ped a plan, much less an infrastructure, to respond adequately volume or the specificity of customer service requests.

Ts for customer service come, overwhelmingly, via e-mail: tants the gartner group predict that 25 percent of all ications will be via e-mail and web form by 2001. In surveying websites, however, marketing communications firm ications found that 42 percent either took too long to respond, ly failed to respond to customer inquiries. The business tangible: andersen consulting found that over the 1999 holiday season,88 percent of online customers left behind their virtual shopping t completing a ile, total revenues flowing through online retailing ue to grow about 53 percent annually—1999's total of. Have turned the responsibility for online customer service over ted, immediate solutions, such as auto reply applications, these applications do not truly address the specifics of ies, and are therefore of little help in building customer core competence of live e-care is bridging this gap. We guarantee alized response to each online customer service request our e; we guarantee response time of less than twelve hours; we make shopping experience pleasant and personal for our clients'. And we allow our clients to refocus all their energies on core competitive e the market for our services is still so young, the key s for developing market share involve the ability to deliver y and reliably, and to scale operations quickly without loss y. Live e-care will succeed by delivering:Quality, consistent, and timely service to our clients' implementation of customized web-based support and insightful analysis (trends, etc. Of customer te and reliable customer service at costs 30 to 50 percent the costs our clients would bear in supporting these nable competitive is no clear dominant provider of outsourced online customer t. And the philippines, and onal experience in sales, marketing, finance, and private e-care will position itself as a highly-reliable,Competitively-priced outsource provider of online customer service, new breed of successful traditional brick-and-mortar retailers rushing to go target clients will have estimated e-mail volume of at least 250. A substantial portion (30-40%) of total cash be commission keyed to measures of customer allow our salespeople to focus on new business, and to help drive ted increase in closing rates, account managers will service the sale and will be responsible for generating prospective . To ensure seamless, high-quality service we will assign a onship team, composed of a salesperson, a sales account assistant,And dedicated customer service representatives in the philippines, to each. Chat support services will $10,000 per month for one 24/7 resource ability to recruit high-quality customer service representatives philippines will be critical to our success. Naval base outside the united infrastructure, of unusually high quality, includes office buildings,Redundant electrical power, and access to /telecommunications lines managed through a joint venture it operations will use current software to manage customer , skills-based routing of e-mails, chat sessions, and (eventually). As r develop expertise in the business needs and data of our clients,We will develop proprietary, state-of-the-art customer inquiry re. Our ability to convert clients at of 5 percent in year 1, 7 percent in year 2, and 10 percent in year beyond, as well as an 80 percent adoption rate for our live chat ony service, will drive this revenue growth. These funds will primarily be expansion of the sales force, infrastructure, and opportunity—a large and growing market for outsourced, web-based customer support service is ted at $18. Million, out of a total teleservices market of $n, and is expected to grow to $1 billion in 3 years. Online elmingly rely on e-mail for customer service support: ch reports that 71 percent turn to e-mail to resolve their issues,And 51 percent use the online retailing activity increases, the need for web-based t, especially interactive online service providers, will continue . Jae kim of paul kagen associates, an internet consulting firm,Estimates that less than 5 percent of retail websites now offer er assistance, but that 90 percent will offer the service within 3.... Is turning toward an outsourcing the infrastructure of online customer service support is not, never become, the core competence of most retail firms. Since online ates many traditional switching costs for retail consumers,Moreover, large and small firms alike must increasingly build gies for customer retention around tactics for action. As information technologies available for these e, these firms face an ongoing and expensive commitment uous improvement of infrastructure to support their ements in customer online customer service support is both increasingly costly ary to these firms, it is unlikely to be a sustainable age for any of rcing provides an ideal solution, especially for ies which will never achieve the economies of scale necessary an effective in-house operation cost competitive. Which demand already outstrips the supply of quality gh outsourcing is increasing, web-based customer support is inadequate. Surveying 125 sites supported by autoreply,In-house or outsourced customer response systems, jupiter that 42 percent either ignored e-mail inquiries entirely or than 5 days to ng on providing a high level of service, exceptional reliability,And competitive pricing, live e-care will initially offer clients three. Mails to appropriate customer service representatives (csrs) who every reply to customer inquiries prior to sending a response. Ensure a reply that answers the customer's question, ses the probability of issue resolution at the first point t. Leveraging our knowledge and resources across multiple clients,Moreover, we will achieve operational efficiencies, allowing us to latest technologies as well as personalized, superior customer support. Newer customer support tool, chat support provides a pop-up text the customer's monitor through which the customer and the csr. Like e-mail, live chat allows a csr to answer er's actual question directly; it also allows the csr to a virtual salesperson, driving customer support is currently being used, in fact, primarily as a sales majority of online customers end their purchasing efforts h the process: jupiter communications reports that 27 percent of rs give up on their purchases when faced with online forms. Services allow csrs to walk the customer through the buying process,Increasing the likelihood of an online sale. Care can also analyze, summarize, and develop timely reports on which our clients can use to better adapt their businesses to ng marketplace. Live e-care will develop onal service offerings to take advantage of these allows a consumer to speak with a website representative the internet connection, without disconnecting from the website sing a second phone line. The anization of filipinos, combined with their excellent ng skills, make them ideal knowledge workers for this e-care will begin offering telephone and fax communications, l extension of our product line and a strong fit with -skilled english speaking filipino workforce, by the third ment team & management team brings together practical experience in all aspects e-care's operations, as well as business training ence in the u. From the university of michigan business d and managed his own firm to resell long distance es to small and medium-sized philippine businesses. Us experience includes a variety of sales and customer ment positions with general motors' cadillac motor on. The founders recruit directors and executives in the customer care industry who the team in attracting large clients in the descriptions and e-care will fill several additional positions within the first of operations:Regional sales managers will identify and acquire customers for the company,Represent live e-care and its services to prospective clients, ate business relationships with current and prospective account sales account assistants will provide after-sales support to the rs. The sales account assistant will also y with the customer sales representative manager in the provide performance feedback to the technology officer (cto). In addition, the cfo shall be responsible implementation of formal accounting control policies within zation and manage the sources and uses of company pine operations philippine operations manager will report directly to the coo and e the execution of customer service operations in the ation technology manager (philippines). In addition, the it manager will continuously pine activities in order to help the cto develop y's internal technological capabilities in order to use of third party vendors' existing customer service manager (philippines). Csr manager will oversee the hiring, training, and gies of csrs and personally handle complex customer csr will handle the processing and editing of customer e-mail e live chat support for client market for outsourced customer service support can be categorized l sub-markets or industries. One way of segmenting this market is ng it into the web-based outsourcing industry, the customer rcing industry, and the teleservices industry. Care has further segmented our market within the web-based ry into the web-based customer support e-mail and the live chat. Lehman brothers reports that internet sales ally equal 5 to10 percent of retail previously mentioned, the online customer service market is be $1 billion in 3 years. However, given our lities and resources, we plan to direct our efforts at two ries. Bricks-and-mortar retailers rushing to go ional retailers are speeding to compete on the internet -based customer support services will be critical to their s. In a survey conducted by prtm management consulting, 97 sales and marketing executives plan to offer online service support by.

Our will receive a minimum of 4,500 messages per month but will lly ill equipped to handle the rapid surge of e-mail inquiries on initial market analysis involving calls to target clients recently launched websites, many new sites are receiving an 500 e-mails a day, yet have only 1 to 5 people responding to customers. Live e-care's goal is to ensure that our clients by their customers as exceptionally proactive, have identified an initial list of target customers within our market segments. All target retailers, whether -and-mortar companies or modern e-tailers, have websites, receive volume of e-mail, and need to maintain a strong positive their customers. Serving a few large clients instead of r clients will allow for greater efficiencies and higher er service (based on the assumption that it will be easier to answer. Ies currently do not outsource their e-mail nor do they provide chat service to their retailers within live e-care's initial target market need entation of customer support solutions. Our target market quality customer service as the ability to answer inquiries in and accurate manner at a low cost. However, only 1 percent of cybershops currently provide customer support, and 5 percent or less outsource their customer. Live e-care allows them to focus ion on their core business functions by handling, and ively, to their e-mail, engaging their customers in online ns to support sales initiatives, and providing them with s on customer trends and preferences. With live e-care our clients can be assured uity in customer relations personnel and service, without ction from their core business of the main challenges to live e-care will be convincing retailers,Especially traditional brick-and-mortar businesses trying to quickly their online presence, of the benefits and advantages of customer support. Our target customers will be those companies who essfully handling their e-mail support are five important oursource competitors in the e-mail customer. They have r business model in that they offer e-mail customer support party software vendors and focus solely on web-based t. They were founded in late 1997 as an internet customer y and have received their first round of venture capital this year. Brigade has focused on fortune s and currently provides service to clients such as excite, compaq,Peoplesupport is based in los angeles, california, and currently employs. These findings exemplify the to provide potential clients access to a live demo with minimal without having to divulge significant personal the philippines, which posted an unemployment rate greater than t in 1998 and an underemployment rate double that, we have y to attract higher level csrs than our customers or competitors united states. Live e-care's customer service agents, the top universities in the philippines, will provide superior our clients' customers. Additionally, the low cost of ss in the philippines will enable us to support various without compromising our gh the retail customer operations will be located in pines, live e-care will establish a physical sales and ce in the u. New potential customers a e-care will also maintain an interactive website, through ial customers will be able to demo our e-mail and live chat learn more about the company and its product r customer loyalty through better customer es currently spend an average of $40 apiece to attract customers,But they dedicate few resources to ensuring customer satisfaction visits. Live e-care will provide the exceptional customer online retailer consumers that will help our clients build er relationships and generate bankable customer loyalty. Ting a new customer is 10 times more costly than retaining ng one, live e-care's services will both save our and give them a means to increase future ent, dedicated customer service agents will be recruited from the top universities philippines and encouraged to bring their considerable initiative vity to bear in solving customer dilemmas. We will supplement l, comprehensive training with regular sessions keeping them the latest trends and developments of our business. Our human gy includes retention incentives to ensure that our csr teams uity and te understanding of retail customers needs and e-care will help clients better understand their customers'. These reports will allow them to scale their lities, adjust their merchandise offerings, and improve their potential customers on numerous sed online many as 62 percent of online shoppers give up on a purchase because difficulty they encounter navigating the website. As many as t of potential online shoppers report they would purchase online site had a live chat csr to talk them through the t in four weeks by introducing a live chat service. Care's services will help our clients leap from a static a live, friendly, interactive, customer-oriented site which rs to become clients to focus on their retailing e-care helps free up clients' managerial and ces by intercepting the flood of e-mail messages and undertaking e rep training ed cycle time for e-care will enable its clients to handle dramatic increases er inquiry volume more quickly and more efficiently than they managed in-house. Gies for live chat services range from a fixed monthly fee based number of dedicated operators to a variable rate based on some productivity, such as number of transactions handled or minutes ng to a live e-care clients will pay $5,000 per month for a monthly quota of. This fixed fee is based on ed minimum number of e-mail inquiries we expect an average client e in a month, and the labor and training costs that client to create this service in-house. For their - and short-term ional call center contracts, which extend for one year or more, istic for a web-based business model. Live e-care will six-month to one-year contracts, along with a free, one-month,"live" trial period beginning at service t terms will include an initial deposit covering one month'es, to be paid before the consultation process begins. Thereafter, client payments will be made at the every quarter of the service period covered. The contract will e live e-care and its clients the flexibility to add -added services, such as competitive intelligence research is expected that as live e-care continues to understand and s more effectively, it will become easier to cross-sell a variety es, and that—after gaining the necessary expertise in s on the internet—it will be possible to negotiate ct terms, ensuring a more stable cash flow stream for the positioning: unequaled quality, competitive e-care will guarantee response rates of 95 percent within 24 hours . Our csrs will be fully trained in e-customer service as well ant of the issues most important to our clients and their e-care will be able to offer these services at competitive e of lower labor rates in the philippines, lower costs due to of employee training and turnover, and special tax and ages enjoyed as a peza-registered company. Price is one of al decision points in determining an outsourcing vendor: live clearly be able to offer customers cost savings in comparison in-house customer care centers and other outsourcing our marketing strategy does not focus on advertising promotion,Resources are earmarked for the second and third year's es. Advertisement is planned on al edition twice a year in the first year (half page) and a year in the third year (also half page). New companies entering the market, such support, provide more alliance a provider of strategic outsourcing services to clients, live focus on alliances which can offer as seamless a relationship client as possible. Their experience need not be, specifically, in customer , but should be in a service sector and heavily focused on onships. Successful individuals could be recruited from the likes or ibm, where they have learned about business-to-business and customer focus. At the same time,Live e-care will offer the upside potential of any start-up, sation will be tied to sales and the retention of customers as individual goals. Marketing and sales will be responsible for developing the ng and review process, but will also help each salesperson individual sales t support assistants for each we are planning to ramp up additional sales personnel as we s, it is critical that the sales force has the time to seek s without live e-care losing the key relationship proximity t clients. The account support person will be able to keep the philippine ed of key issues with the client and product or service se, the philippine team will be able to provide critical reports to the account support person and the e-care will take a number of routes to develop leads for the that will be managed by the vp-marketing and sales. Live e-care will e a companywide customer contact database, so that anyone can ation to a client record as they come across e-care will utilize the best of available technology and ces to provide clients with seamless, prompt, and accurate er support. Locating the bulk of the operations in the allow live e-care to offer these services at lower costs. Over the years it has been upgraded and further developed to cial and business purposes. Navy the surrounding residential to l deep water ports, a newly renovated international airport, and completed highway provide easy access to ions for accommodating rapid ient capacity exists to accommodate our projected growth for 5 years of operation and well -based customer support systems. General description of the systems needed to offer e-mail management,Live text chat, or voip services each type of service there are generally two options the application provider a fee to host the application and on in-house servers. Mail management tly, e-mail is the most common form of online customer 100 percent of businesses active on the internet offer e via e-mail. They allow businesses tize, categorize, route, track, respond to, and learn from following explains the online e-mail process:An e-mail message is received from a customer via an address given client's e-mail is routed through the e-mail response management automated response is sent to the customer acknowledging the the e-mail and possibly providing an estimated response e-mail management server decides how to handle the e-mail based ries designated by the client.

The server will search for s and then determine the appropriate action for the the e-mail falls into a predetermined category, the server the response database for an appropriate response tically respond to the customer. If it does not match the e with an existing category, the message is routed to the csr can then look up the customer's history and/or browse se library for the appropriate response. Depending on the the e-mail, the csr may need to consult a client a response is generated, either automatically or by a csr, se is routed to the e-mail response server which archives e, and sends it back to the mail server to be forwarded to form of online customer service is becoming more popular as human contact from e-businesses. When the customer button, a chat box is opened and a signal is sent to the ing him or her of the customer's request for assistance. When the service request button is activated on 's website, a call is initiated to an available csr. Because very few customers have the technology required te these types of calls, and because the quality of the ission is not high, developments surrounding voip technology will red in order to best integrate this, at the right time, into ng line of web-based customer support services being y assurance (qa). Weekly qa address client concerns and update csrs on new client promotions er recovery and business e-care is committed to providing seamless, continuous service to s in the event of a natural disaster or technology failure. We tly devising a disaster gy which includes a combination of alternate sites, ry, and offsite storage resources t, develop, retain the of the key success factors identified in the customer ry is the ability of a company to attract, develop, and retain csrs. The nature part of the training focuses more on helping the csr understand nature of the client's business, how to classify, respond,And deliver responses to customers, as well as how to handle ing a higher level of expertise. This portion of the training n 2-6 weeks depending on the level of complexity of the business,Customer requirements, and information onship-oriented filipino culture, like many asian cultures, is onship-oriented. The principle of encouraging referrals to y talent is a key strategy in the relationship-oriented culture nos, and does not add any significant cost to the company plans to use stock options to reward employees, an d of practice among private companies, not only in the philippines,But the rest of asia as well. Driving this revenue growth will be our ability to gain customers at a rate of 5 percent 1, 7 percent in year 2, and 10 percent in year 3 and stabilizing. Of live chat services and telephony on top of the e-mail project that 80 percent of our customers will service. Revenues for additional products or services, such ting or faq database management have not been included in tions since they are less certain and not expected until late 2 or 3. The roe will continue to ntially in future years as net income e daily volume of on invested costs per costs per operator es will come from e-mail and live chat services in the beginning,Growing from $370,497 in year 1 to $72,442,250 by year 3. The key revenue are the ability to close on potential customers and on of the additional live chat services by customer closing rate is forecast at 5 percent in year 1 and ed to increase to 7 percent in year 2 and 10 percent in year rates are based on an estimated 15 new sales calls per month. The increased closing rate will result from ence of the salespeople with live e-care services and an will be able to showcase the historical performance of live its clients. E-mail services will be priced at a fixed fee of $15, the first 15,000 e-mails per quarter. It is expected that pricing will be negotiated with dually and live e-care may give discounts to some early adopters a foothold in the er adoption of live chat and telephony services is forecast at t. It is expected that as technology the internet develops, the number of customers that adopt these services will be even higher in order to be competitive on es in the marketplace. Both determined by evaluating competitors and estimating the cost s to perform the same services a service support company, the majority of the costs associated company is variable costs, to set-up and staff the center in pines. We plan to develop our own software for competitive reasons, ing allows for much faster ramp-up and client acquisition. Sales ing costs are semi-variable with the number of customers, s as a percentage of total . Customer service support business plan ss plans ss plans - volume customer service support business customer service support. Tech solutions is a consulting-oriented company, intending to fill in the market need for a professional, customer-focused computer company. The company intends to achieve this through a solutions approach that is customer-centric, and in which the customer's business objectives enjoy top priority. Once the needs and processes are understood and described, leading edge products and best-of-industry skills will be applied to design and develop a fitting solution to enable the client's business in the most cost effective marketing strategy will be based mainly on ensuring that clients know what need the service(s) is able to fulfill, and making the right service and information available to the right target client. We intend to implement a market penetration strategy that will ensure that our services are well known and respected in our respective industry. Our promotional strategy will involve traditional advertising, internet marketing, personal selling, public relations, and direct marketing, details of which are provided in the marketing section of this is important to recognize that make our intangible resources, such as our ability to relate to customers regarding their needs and wants, management style, corporate culture and commitment. These elements will differentiate us from our competitors and contribute towards the development of a sustainable competitive a nutshell, we don't intend to just market and sell our product and services, but to provide customized services and products that will enable our clients to optimize their output and, assist in the attainment of their goals and objectives. Recommend using liveplan as the easiest way to create graphs for your own business your own business business strategy will revolve around the need to provide quality products and services to our various target customers. This shall be undertaken through the establishment of a professional team and the provision of quality, custom-designed services, catering to the client's particular intend to attain the following objectives:develop a follow-up strategy to gauge performance with all our clients. To instill a culture of continuous improvement in beating standards of customer satisfaction and efficiency. The key success factors will include the following:excellence in fulfilling the promise: completely confidential, reliable, trustworthy expertise, and service(s) through the provision of an uncompromising service. Timeous response to clients' orders: we cannot afford to delay our clients for whatever reason, as this will have a negative bearing on our image, reputation, and future business. Skill and depth of knowledge: considering the nature of our services and their relative infancy on the market, the skill and depth of knowledge of our personnel is of utmost importance in determining the provision of the service(s) to the end-users. Clear product and marketing positioning: not wanting to be associated with the numerous vendors on the market, we intend to aggressively market our business and the services we provide in order to be at the top of our clients' minds. Tech solutions is built on the assumption that the management of information technology for business is like legal advice or accounting, in that it is not inherently a do-it-yourself prospect, and requires outside expertise to install and implement it. Smart business people need to find quality vendors of reliable hardware, software, service, and support. They need to use these quality vendors as they use their other professional service suppliers: as trusted allies. We will serve our clients as trusted allies, providing them with the loyalty of a business partner and the economics of an outside vendor. We want to make sure that our clients have what they need to run their businesses as well as possible, with maximum efficiency and reliability. The above is well summarized in our mission statement which is as follows:"the company is dedicated to leveraging emerging technologies to provide the highest level of quality products and services, customer service, and security. Your own business plan »your business plan can look as polished and professional as this sample plan. Just wrote my first business plan in 24 hours using liveplan and it's beautiful and complete. 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