Blogs & Articles

Social Media Customer Service

Social Media is exploding and will continue to grow. Not only are the social media sites increasing but so are the devices and smart phones that let consumers access these. Over 80% millennial prefer using social media platforms to voice their complaints and concerns as compared to the web, phone call and other forms of online chat. As such, Social Media Customer Service is an important aspect of any business. With the growing mobile population and ease of access to various social media platforms consumers can easily express their dissatisfaction in a short period of time and go viral. Since other consumers also are on the same platforms it is likely that bad news will travel fast. At Kankei we understand what brand reputation means to your business. It is best to nip any customer issue in the bud before it goes viral and creates a negative image perception for your brand. At the same time, handling customer issues proactively before they begin voicing their concerns will create a positive image and goodwill for your brand. With that said, a brand manager’s essential to-do is to have quick and fair resolution of all customer service issues. This requires a problem solving approach with high service levels and quick turnaround times. This is precisely how we at Kankei can help you. Our professionally trained social media customer support team actively engages with the customers, resolve their issues and create a positive ambience about your brand by keeping your customers happy! Our social media customer service is backed by bespoke software, trained personnel and specialized workflows for efficient social media customer...

Call centre services for brand activation programs

Brand managers have a plethora of consumer and trade communication options in front of them –  in market, in store, telephone, mobile messaging, apps, emails, websites and more What is brand activation? This is a loosely defined and generic term used to cover a range of programs for brand promotions In short, it is getting the consumer to take action or ACT! Why would a consumer act on a brand initiative? It is the agenda of the brand to get consumers to act. Not the consumers agenda. Unless the consumer is seeking the brand in a pro-active manner So how does a brand get its consumers to act? Take your own example as a reader of this brand activation service from Kankei. Ask yourself these questions Would you act on something that is not of interest to you? Would you act on something that does not emotionally connect with you? Would you act on something that has nothing in it for you? Would you act on something that is unknown? Would you act on something that is complicated and difficult to understand? Would you act on something that is perceived to be for someone else? As a brand manager or marketing professional you may ask – can a call centre company like Kankei really help me with brand activation? The fact is that the world is now connected on phone and data. So how about leveraging this for your brand activation programs Example 1 Brand set ups a consumer services line that connects the brand with consumers. Consumers who call the line form a good database of existing customers...

Disease Awareness – How Pharma and Medical Companies Can Play A Role

India is one of the world’s most populous countries. In fact it is the world’s second most populous country. With a population of close to 1.3 Billion people, it is soon going to be the No 1 most populous country. Source: United States Census Bureau With such a large population in India and with the doctor to population ratio of 1:1800, the challenges of healthcare remain big and demanding. According to Madhav G Deo, as quoted in the Indian Journal for Medical Research    https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3724242/ the desired ratio is 1:1000. And with the population growing rapidly, the number of doctors needed in India is expected to rise significantly. One of the areas that responsible Pharma, Medical Device and Medical Services companies can contribute to is building disease awareness amongst public , doctors and healthcare professionals. While there are a lot of Pharma company marketing and sales dollars going into doctor visitation, doctor engagement programs, samples for doctors and more, efforts into disease awareness will greatly help Some of the ways that disease awareness can be spread to doctors and healthcare professionals are: Direct Marketing – Use of direct mail, brochures and catalogues to doctors Telemarketing – use of phone to communicate specific pieces of information or updates Content Creation and Online Content Marketing – Creation of microsites with lots of relevant information and updates on the disease, disease prevention and healthy lifestyles practices that doctors can recommend to their patients at large Visual materials and props for doctors to use for patient education. By running disease awareness programs, it will help public, doctors and pharma companies. Public gains due to...

Is employee retention important for business?

When I talk about the word ‘Asset Retention’, the first thing that strikes my mind as an individual is to hold on to and retain my valuables and assets. For any organization, retention could range from retaining their possessions to retaining their clients but when I speak about retention from my organization’s perspective, our biggest retention is withholding our people. With our employee strength in the multiple of hundreds and still growing day by day, we proudly boast that our average employee tenure stands at 1.5 years. We believe in grooming fresh talent to become experienced players. In cricketing world, winning the World Cup is the greatest honour but maintaining the number one position amongst 13 cricket playing nations is the supreme achievement. Success comes from experience and we have climbed the stairs of experience every day to achieve success over the period of 18 years since our existence. With industries across the globe facing the challenge to retain their employees, we have set a new benchmark of maintaining the highest retention across customer service industry. Our working culture inspire our employees to stay motivated and loyal which cultivates the sense of belonging and commitment towards the organization. I consider myself blessed that I am working with an organization where ideas and innovations are welcomed, personal development opportunity is immense and ongoing learning is boundless. Finally, I would like to end my subject with one simple arithmetic formula that “Retention = Business stability + Business continuity”. The above are the personal reflections of Moen Lakdawala, a member of the Kankei Team based in Mumbai...

Why companies listed on the Bombay Stock Exchange should invest in consumer services

As businesses become more competitive one of the drivers of profitability is the level of repeat purchase by customers. Not only does this drop the average customer acquisition cost but it also is a sign that customers are loyal and that they may influence the business in the long run So how does a company listed on the BSE gain from customer engagement? A highly engaged customer is likely to be a loyal customer. And one who refers the brand to others. This is a very important ingredient in the companies marketing mix. Consumer and customer engagement can take various forms. One important aspect of customer engagement is to have options for customers to freely communicate directly with the company and brand. This enables a two way conversation which not only resolves customer issues more effectively but also gives the company window into the mind of the customer. A publicly listed company has to build its customer based into a loyal one. And as a publicly listed company it has a responsibility towards its shareholders to be a customer centric organization. Publicly listed companies should set up a professional consumer services function that enables them to have the infrastructure to communicate with the customer. Such a consumer services function can be outsourced to a boutique consumer services firm like Kankei (www.kankei.com) Kankei provides customer service and consumer services support to several large domestic and multinational firms doing business in India As a company listed on the BSE, you would gain from outsourcing your consumer services to Kankei. Headquartered in Mumbai, India and in business for almost 20 years, Kankei...

How Brands can use Sampling Techniques like Direct Response and Missed Call Service

Very often we see an ad in the newspaper that gives us an email address or website to visit and we just move over to the next page. Taking consumers from offline to online is very difficult. No wonder print and TV ads are used more for brand building and less for driving website traffic – for that there are google, facebook and more cost-effective ways to reach consumers using digital medium So how does a marketer get consumers to see a print or TV ad and then work a way for the consumer to finally reach the brand website? And how does a marketer make it easy for the print ad viewer to reach the company in a cost effective and manageable way? Using Direct Response Call to Action like a Missed Call Service is one such cost effective and manageable method. And why do we call it ‘Manageable’? Because you don’t need a room full of call centre executives to take in campaign responses that may be at a peak for 2-3 hours maximum. For one, it will be expensive. Then there is the training cost to train so many executives on a campaign. And lastly there is a capacity issue. No matter how well you plan for direct response, chances are that you may have a large number of abandoned calls or customers who have to wait for a long time. And a Missed Call Campaign overcomes all these issues. So, how does it work? A brand engages Kankei to create a Missed Call based Direct Response Campaign. Kankei sets up a help line number that...

Call Center Outsourcing can go beyond answering phone calls

As consumers, when we call the customer service centre of a bank or telecom company, we may not imagine the scene at the call center. For us as consumers, it is a representative of the company picking up the phone and answering our questions. In reality, it is like a factory – with people, processes, technology. Many times working around the clock, 365 days a year. The customer service centre may also be located in another city and if it is an international call center then it could be in India or Philippines or elsewhere As the business environment is evolving, consumers can now reach companies through the internet – website, social media like facebook and twitter, email, voice over internet like skype – call center outsourcing is also evolving Call center outsourcing now goes beyond just handling inbound customer service calls. Brands can outsource other aspects of their customer interaction to service providers like Kankei, a specialist boutique call centre company headquartered in Mumbai, India. Some of the activities and business processes that can be outsourced to a good call center company are: 1. Social Media Response Management including Online Reputation Management 2. Email Response Management 3. Web Chat Handling 4. Customer Order Processing 5. Service Tracking 6. Customer Satisfaction Survey Implementation 7. Marketing Promotions Support 8. Direct Response Management 9. Event Management Support 10. Dealer Help Lines 11. Lead Generation To know more about such services and get advice on how you can better utilize your call center, contact us...

Advantages of Outsourcing Call Center Services

Outsourcing is used by an organization to reduce costs by transferring some portions of work to other companies. Establishing a multichannel in-house call center is expensive as it requires investment in facilities, equipment, technology, human resource etc. So, by outsourcing, costs can be managed in a better way thereby improving ROI. Also, since the call centers are adept in customer care, they offer better customer experience, which builds goodwill for the company. So, if you are concerned in saving your time and improve productive resources, then outsourcing your call center services is the best thing you can do. Read on to discover the reasons why it makes sense to outsource to a call center specialist: Reduced costs – Outsourced call center providers help you to reduce training costs, spread facility, equipment cost across many clients thereby benefitting by paying only for services that is needed on a transactional or per hour basis. So, you can utilize your resources for core business processes and this will help you in increasing your profit. Flexibility & scalability – Outsourced call center can plan for call volume peaks and valleys, schedule staff to work more efficiently which in turn reduce cost per call. Generally, outsourced call centers have the capacity to upgrade quickly for seasonal activity. Specialized industry knowledge – The managers and executives of the outsourced call center are experienced and have valuable insights and are sound in building strategies. Call managers signify your brand – Agents at outsourced call center are trained in many languages, fluent in English and are also trained to handle variety of client processes. So, the customers...

Good Quality Customer Care comes at a Cost

Customer care is now more important than ever before. Competition for limited customers is high. And new entrants are happy to slash prices to get new customers. In the price war scenario, one tool that will help with your customer retention is your customer care, customer service and customer call centre. High quality customer care includes the following components Having the right technology to answer calls based on their importance, the customers needs, the skills of the customer care representative and language Deploying the right human resources who are mature, trained and customer focussed Implementing quality monitoring processes that are thorough and pervasive Creating reporting and analytics systems that allow management to take the right decisions Creating and implementing processes that deal with customer issues, escalation and resolution on a timely basis Trained and consistent management team that does not see customer care as a duty but as a passion All the above come at a cost. And if you cut cost, you will have issues with quality. As a brand owner or business manager, you should have customer service and customer care as a well planned and budgeted function to ensure that this function delivers the quality required to keep customers happy and retained. You can outsource your customer care and customer call centre to established and dedicated organisations like Kankei. To know more about how Kankei can provide you with customer service and customer call centre services please contact...

The Role of Call Centres in Customer Relationship Management (CRM)

CRM is a loosely defined term that encompasses a range of activities relating to customer engagement. Just like we invest time and money managing personal relationships – talking, meeting, gifting, eating out, going out – the same way organisations invest in managing customer relationships. Some organisations may manage customer relationships in a formal process oriented fashion, while some may just do it in an informal way, while others just don’t manage their customer relationships at all. CRM (Customer Relationship Management) manifests itself in different ways. From lavish engagement of customers through gifting and rewards to good quality customer care , several initiatives fall under CRM. One essential part of any CRM strategy or plan is to have a good contact centre. A contact centre can play several roles that are critical to CRM. Whether your customers are consumers or trade partners. The role of the call centre in your CRM plan could be one or more of the following Welcome and onboarding contact Rewards and Loyalty program support Contests and Promotions support Customer transaction and service enquiry management Special event invitations and RSVP Customer retention of customers intending to cease relationship As a brand manager or business head you can use a call centre as an integral part of your CRM program To set up and operate your call centre for CRM you can seek the services of established firms like Kankei. To know more please contact...
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