Post-Sales Success

CUSTOMER SATISFACTION STRATEGY

Overview
This report outlines initiatives for delivering exceptional customer experiences through
a continuing after-sales success strategy. The focus will be on two key areas: post-sales support
and feedback & retention.

Support Channels

Channels Services Offered

Email Order tracking

Phone Product use
Customer Service Team Website chat Exchanges and returns
Social media

FAQs Feedback
Blogs Shipping fees
Self-Service Surveys Courier service: shipping
Online communities process and timeline
Video tutorials Product information

Q1 Channel Performance: Customer Preference

 Blogs
10%
Online Communities
10%

Social Media
40%

Website Chat
20%

Email
20%

40% of customers prefer social media as a means of providing feedback

Although there's a lot of activity within self-service support channels, such as blogs and active online
communities, customers still prefer to communicate directly with our in-house customer service
representatives. According to our data, 40% of customers prefer to share their feedback and concerns
through social media because of its ease of use, while another 40% believe that website chat and email
support offer a faster path to assistance and solutions.

Strategic Planning
HOW WE CAN AMPLIFY IMPACT

Objectives
Increase customer retention and boost revenue by improving the customer experience.
Identify opportunities for channel and support improvement to enhance brand reputation.

Strategic Goals
 1. Reduce average handling time.
2. Increase first contact resolution rates from 50% to 80%.
3. Enhance self-service support channels through a content refresh.

Implementation Plan
PAVING THE ROAD TO POSITIVE CUSTOMER EXPERIENCE

Goal Task Owner/s Status

Develop a customer support

upskilling program.
Analisa Ongoing
Reduce average Assess existing in-house training
Laurent Parked
handling time. and development courses.
Irena Kim Done
Create a topic outline and
timeline.

Revisit the support hub to identify

which training and support materials
Increase first Dominico
need to be created, refined, or Ongoing
Pascal
contact eliminated. Parked
Royen
resolution rates. Increase agent efficiency through Done
Scholten
short, weekly refreshers facilitated
by team leads.

Enhance self- Copy and design overhaul

service support Refresh visual details
Alaia Domingo Ongoing
Revisit channel sections and
channels Katrianne Parked
content and update as needed
through a Schulz Done
Add video tutorials and simple
content refresh. infographics

Prepared by: @name

Date:  Feb 24, 2030 

Approved by: @name