Services & Solutions

Customer relationship

Communication

Timely and effective communication is an important part of establishing and maintaining customer relationships, and it can greatly improve customer’s experience. We set up a “7*24” service hotline to respond to customer’s concerns at any time, which has been well received by our customers.

Knowledge sharing helps customers understand the relationship between their own needs and the company’s products, eliminates customers’ doubts about products and let them build confidence and desire to buy. We regularly introduce our products and production process to major customers through new product introductions and factory inspections, helping customers understand the products and the company in depth.

Listening

Listening to the voice of customers is the starting point of all business of the company. While listening to customers’ voices, constantly discovering customers’ queries and concerns and quickly solving them is an effective way to improve customer satisfaction. In order to fully listen to the voice of customers, we have opened various online and offline channels, such as the company website, network platform, WeChat, email, telephone, etc.

Culture

Cultural recognition is a key empathy way for us to maintain stable relationships with customers. By showing customers our values (loving-heart and hard-working) and sports culture, we take customers to run and play basketball, invite customers to participate in our annual celebration activities, celebrate birthdays for customers, etc., so that customers fall in love with the company’s culture.

CRM

The CRM (customer relationship management) system can collect, analyze and store customer’s information at all times, including purchase records, payment terms, communication content, etc. so that we will quickly understand each customer’s preferences and potential needs, and formulate targeted sales accordingly, to meet customer’s demands to the greatest extent and improve customer’s satisfaction.

Customer’s satisfaction

We take many ways to improve customer satisfaction, gain a good reputation and win the market.

Establish a CRM customer database, classify customers and improve customer service management.
Focus on maintaining key customers and pay attention to potential customers; senior leaders and marketing directors visit regularly to understand customer needs and expectations and make continuous improvements to meet and exceed customer expectations.
Strengthen communication with customers. The general manager and sales staff visit customers on a regular basis to gain a comprehensive and in-depth understanding of customer needs and expectations.
Attach great importance to customer complaints. Customer complaints are a shortcut for us to improve its services. We encourage customer complaints, and at the same time encourage all departments to actively accept and jointly deal with customer complaints, so as to enhance mutual understanding among customers, the company and employees. At the same time, the response time, energy and cost of customer complaints are minimized through active follow-up.
Improving internal service quality. We advocate full participation in management, rewards reasonable suggestions, solves problems in production, service processes and other links, constantly exceeds customer expectations, and wins customer loyalty.
Hold regular sales analysis meetings to review customer satisfaction survey methods, and propose improvement plans and goals for existing problems.

Improvement of service quality

Regular Visits

We visit different customer groups every year as planned. Through institutionalized and standardized visits, understand customers' opinions and suggestions, and record, organize, improve and give feedback.

Communication at conferences, events, and industry exhibitions

Communicate with customers through company showrooms, industry exhibitions, etc., and listen to their opinions and requirements. When necessary, send out questionnaires to understand customer opinions and suggestions, sort them out and send them to relevant departments, make corrections within a time limit, and reply customers regularly.

First-line Market Research

We regularly organize investigation teams to go deep into the front line of the market to understand the market's needs and suggestions for products, quality, and services, and publish relevant information to supervise rectification.

Services & Solutions

Customer relationship

Communication

Share

Listening

Culture

CRM

Customer’s satisfaction

Improvement of service quality

Regular Visits

Communication at conferences, events, and industry exhibitions

First-line Market Research

Zhangzhou iHastek Inc.

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