Clients or Customers? The Difference In Support
There is a definite difference between Client Care and standard customer support and it lies between clients or customers. Customers are good — every retailer needs customers.
What Support Should Customers Expect?
Customers should expect adequate support even when they are a first-time buyer. Customers can be loyal with repeated business over years and should be able to anticipate supportive service at all times. But when there’s a contact between the customer and the company, that customer becomes a client.
What Support Should Clients Expect?
Clients should expect a higher, more personalized level of support because of the commitment of the contract. In the case of retail management software, for instance, client care & support should include these basics:
- trained on the specifics of your unique implementation
- goal of continued success and satisfaction
- timely response to every support question
- availability around the clock, all year long
Something like a well-designed software suite is a solution that works great — until you need help with an issue and the call center is closed. Even worse, some support centers are staffed by representatives who can’t actually help you because they must limit the time of the call or escalate the ticket to an expert who will get back to you in a few business days.
Retail doesn’t work like that. Retailers need to be available when people want to shop, right? Retail software support should also be available when you want it and provide the solutions you need.
ChainDrive Client Care is a team of professionals who have the specific task of knowing and understanding the specific implementation of the integrated retail management solution the client has selected for their retail business.