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Customer Service improvements idea - need feedback - CLOSED

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Idea threads

CryptoCurt

Bronze Contributor
Speedway Pass
Oct 2, 2019
84
101
Germany
Hi people,
i am thinking about how to bring the "desert of customer service" in germany to an end.
Got some good ideas but i am doubting (as usual). Need feedback from you.

  • Is this niche valuable ?
  • how would i approach potential customers? If i think about BMW, Audi etc... how to tackle the first (and contact and who should i contact?)
    • of course i'd start with smaller companies to gain experience, but i am aiming high from the start, thats why i name BMW...
  • Will any company be spending money on this topic?
  • Is this anyway too old fashioned way of solving market problems?
any feedback is welcome. Thanks!
 
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Eudaimonium

Bronze Contributor
Speedway Pass
Jun 8, 2017
210
236
Germany
The idea is very general but I like it.

Why contact the companies such as BMW or a small business? Should you not be talking to their customers?

Later with customer pain point feedback and data, you can present to the company a solution how you could improve the customer satisfaction through better (post-purchase) customer service, and how exactly it will benefit the company.

If a company lacks in awareness of the bad customer experience, chances are they cannot pinpoint the exact area that is lacking. Is it the CRM software? High turnover rates? Outsourcing? Bad morale? Company culture? Lack of incentives? Simple lack of awareness/feedback?

Of the possible causes you can imagine, which cause are you most able to solve, and then 'package' for sale?
 

Riviera2012

Contributor
Read Fastlane!
Read Unscripted!
Dec 19, 2017
71
41
Europe
I honestly didn't understand exactly what the product is. Do you offer outsourced customer service to companies?

If this is the case... Why target big companies like BMW? It is very likely that they already have their own customer service or agreements with other companies that give them preferential treatment.

Why not create a service for small companies instead?

With C0VlD-19 and lockdowns in Europe, many small companies are working with e-commerce. Many of them need an outsourced customer service, because they don't have the resources to create an in-house one.

This could be a good business. Also because I'm looking for companies that do this, but I can't find any. :D
 

CryptoCurt

Bronze Contributor
Speedway Pass
Oct 2, 2019
84
101
Germany
I honestly didn't understand exactly what the product is. Do you offer outsourced customer service to companies?

If this is the case... Why target big companies like BMW? It is very likely that they already have their own customer service or agreements with other companies that give them preferential treatment.

Why not create a service for small companies instead?

With C0VlD-19 and lockdowns in Europe, many small companies are working with e-commerce. Many of them need an outsourced customer service, because they don't have the resources to create an in-house one.

This could be a good business. Also because I'm looking for companies that do this, but I can't find any. :D
Thanks for your reply. Seems i did not explain the idea well enough.
The ideas was to enhance customer service to a level, that customers actually WANT to come back to XYZ. Instead of "have to".
But i talked to somebody, who has done this professionally over some years for different major car makers.
Result was: Customer serveys where done, over and over. Results showed that enhancements are urgently necessary in customer service, car configurator etc... Customer even went so far and offered ideas to the car makers through the surveys.
What changed? NOTHING. It seems, that as long as no other car maker is offering better (or BEST ) service, there is no reason to enhance the customer service. Customer comes just for my kind of car anyway. Why enhance anything, outside of my product - the car maker asks...
So : topic closed, i got my answer...
 
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