Our dedicated, attentive, and immediate customer service has helped us win the trust of our customers. GSS's VIdegree has been the perfect tool in helping us achieve all of this." Mia further touches on, "Our memory is never as good as we think. It's quite possible to forget something you said or did just 3 or 5 days ago. That's why we need to make records! If you're able to remember everything without help, that means you don't have enough business. The more customers you have, the more you have to remember which makes taking records that much more important. So don't wait until later, but start making it a habit to take records now. Managing customer information is necessary for continued growth."
Often called "Cosmetic Surgery Street," located along Section 4 of Zhongxiao East Road in a one kilometer span are over 200 cosmetic surgery clinics. In the past two years, around 30% of the cosmetic surgery clinics in the East District have gone out of business or changed management. In such an environment, cosmetic surgery clinics have begun to place large amounts of effort into differentiating themselves from the competition.
Many customers are willing to spend a great deal of money to make themselves more beautiful. During the augmentation process, cosmetic surgery clinics must not only provide high-quality medical services, but also provide their customers with spiritual support. Immediate customer service and care for their needs are imperative to helping make the customer feel at ease in the post-surgery healing process. All Pretty Clinic's CEO Mia states that their clinic not only provides a complete range of augmentation services from a highly skilled team of experienced medical professionals, but also go one step further in their customer service by providing each customer with the care of a dedicated professional post-surgery counselor. It is for this purpose that All Pretty decided to implement GSS's VIdegree Customer Relationship Management service. The cloud based CRM platform helps them to keep perfect track of appointments, consultation, and post-op services. Mia stresses that, "VIdegree's interface really is quite easy to use, and its support of different types of devices is very complete, allowing us to use the service very effectively."
To provide customers with our dedicated counseling services, the counselor must be familiar with the customer's medical history. For example, any surgery or enhancements they have had previously, or the extent of surgery or dosage used for enhancement. Post-operative care is to provide customers with answers to any questions they might have immediately, "During the post-operative recovery period is when customers are usually the most fragile and nervous emotionally. Any sort of discomfort can make them uneasy, and keep them from getting the rest they need. At this time, they have a great need for 24-hour a day customer service and support." Once our beauty counselors receive a call from a customer, they are immediately able to use the VIdegree mobile application to search for the customer's information, and answer any questions they might have without having to wait until entering the office the next day. In this manner, not only is the customer immediately set at ease, records of the problem can also be directly recorded on the cloud using the mobile APP. "Thanks to the fact that VIdegree supports multiple devices (mobile phone, tablets, and PC), we have been able to increase our overall work productivity by a great deal."
Many of our customers often purchase ten or even twenty treatment courses at once, then forget how many courses they have or forget to come back and use their credits. In these cases, our counselors need take initiative and help remind while also assisting them support in any any area necessary. For our counselors who often have to call our customers to remind to make an appointment for their next visit, VIdegree's "task reminder" feature comes in handy. Push notifications on the application help counselors know which patients should be coming back for their next visit soon and for what treatment. In addition, All Pretty also uses "contact scripts" to send post-operative care information to customers. Mia uses the Fraxel laser treatment as example, "After customer's receive laser treatment, they will receive steps and directions for what to do after the treatment on a regular basis such as, use cold water to wash face in the 2-3 days after treatment, generously moisturize face on days 3-7, remember to use the ointment provided regularly and on time and etc. Proper post-treatment care helps achieve the results customers are looking for, increasing customer satisfaction and improving the clinic's reputation.
In the highly competitive world of cosmetic surgery and dermatology, All Pretty stands out from the crowd. Not only through providing excellent medical care, but also through its value-adding customer service. "Our dedicated, attentive, and immediate customer service has helped us win the trust of our customers. GSS's VIdegree has been the perfect tool in helping us achieve all of this." Mia further touches on, "Our memory is never as good as we think. It's quite possible to forget something you said or did just 3 or 5 days ago. That's why we need to make records! If you're able to remember everything without help, that means you don't have enough business. The more customers you have, the more you have to remember which makes taking records that much more important. So don't wait until later, but start making it a habit to take records now. Managing customer information is necessary for continued growth."
O’Ringo sends text messages to customers who have just bought shoes at three junctures, three days, three weeks, and finally six months following the purchase.This special care placed into individualized attention has resulted in O’Ringo’s development of a rabidly loyal consumer base, many customers now shop for shoes exclusively with O’Ringo. “Trust is indispensable to online shops,” said Ceng, “and VIdegree has helped us gain that.”
In discussing how he uses VIdegree, Qiu shares that he makes the most use of the tagging and customer memo features. First, the tagging feature is used to define product type, then once a customer selects their mattress, the system is then able to send them emails, newsletters, or text messages using personalized script. This serves to remind customers that Joy Dream Mattress provides after-sales services. After-sale service includes the continuing maintenance and care for all mattresses sold, and make customers feel welcome in our store at any time. Second, through VIdegree's customer memo feature, Qiu is able to clearly records the purchasing history of each customer along with their maintenance service details. Used in conjunction with the caller-ID function, basic information on a customer is automatically displayed on-screen when customers call-in to the store, making the service provided much more immediate! Qiu further explains, "VIdegree is not only a practical tool, it can also be used for customer analysis. Joy Dream Mattress uses "potential customer" and "current customer" tags as different categories. VIdegree's built-in customer demographic analysis feature can then be used to calculate sales-success rates. You can even add an additional parameter for analysis such as 'area,' to perform cross-analysis and comparison. This allows for the adjusting of our product line accordingly. Aside from increase our customer service quality, VIdegree has also helped automate the sending of messages and delivery of goods notices. Customer shipping information is automatically sent to our partnered suppliers and also the delivery driver, simplifying the amount of work we need to perform behind the curtains.
Bunny said "After we use this cloud-based CRM service, VIdegree, it not only helps our clinic to manage medical records step by step but also replaces paper medical records and Excel files. The most important thing is budget control of IT manpower and high cost reduced. We can use VIdegree service in a very short time and it totally fits our clinic’s demand."
Sweet Space Dental separates itself from the crowd by creating deep relationships with their patients. Using VIdegree Customer Relationship Management's "Customer Distribution Analysis" to understand the characteristics of each different customer base, and to receive feedback on customer satisfaction and the benefits of promotional activities, allows for timely adjustments to service quality and marketing direction. Regular use of VIdegree's "Newsletter" feature to send interesting, health related e-newsletters to members is another marketing technique which actively deepens the relationship between the clinic and their patients.