The customer service strategy for DANG!'s international expansion focuses on strengthening processes and introducing self-service options. By reinforcing existing procedures, the strategy ensures a 24-hour response time across all service channels, like WhatsApp and email. This includes refreshing standard operating procedures (SOPs) for common issues and enhancing training programs. For example, quarterly updates and weekly sync meetings with logistics are planned to improve issue tracking.
Self-service options are expanded through tools like a Help Center and QR codes directing customers to resources. Automated replies for frequently asked questions on WhatsApp and integrating self-service links into communications help streamline customer interactions.
Moreover, the strategy emphasizes cross-functional collaboration. Regular communication between Customer Service, Logistics, and Marketing is vital for sharing insights. Monthly meetings and shared dashboards improve service quality. For example, Voc reports provide valuable data to both Marketing and Product teams, guiding proactive communication and product enhancements.
The strategies
⛳️ Strategy 1: Reinforce Existing Processes and Standards
- Reconfirm 24-hour response standard across all service channels
- Refresh standard operating procedures (SOPs) for top issues quarterly
- Standardise communication templates for WhatsApp, Email, and Instagram
- Improve accuracy in escalation tracking and categorisation
- Establish weekly cross-functional synchronization meetings with Logistics
- Begin tagging Voice of Customer (VoC) data for insights
- Launch a standardised training program for new and existing staff
- Share regular customer service insights updates with Marketing and Operations
- Strengthen internal compliance for issue follow-up procedures
- Utilise dashboards to track and review issue resolution metrics
⛳️ Strategy 2: Expand and Automate Self-Service Options
- Launch a Help Center with region-specific frequently asked questions (FAQs)
- Integrate self-service links into WhatsApp, email signatures, and order emails
- Develop automated replies for common queries on WhatsApp
- Introduce QR codes on packaging directing to support resources
- Implement a self-service triage system for customer queries
- Standardise delivery timeline communications per region
- Enhance order visibility with tracking tools for customers
- Expand Help Center content to include product care and courier information
- Introduce automated flows for processing tracking and returns
- Measure usage rates and effectiveness of self-service tools quarterly
⛳️ Strategy 3: Strengthen Cross-Functional Collaboration and Insight Sharing
- Maintain clear roles between Customer Service, Logistics, and Marketing
- Establish monthly meetings to map courier delays and warehouse patterns
- Share VoC reports and insights with Marketing and Product teams regularly
- Coordinate with Marketing for proactive customer communication
- Compile detailed weekly and monthly customer insights summaries
- Enhance collaboration with Product on VoC data to inform enhancements
- Sync with Marketing prior to each product launch for aligned messaging
- Develop joint dashboards to track operational and customer experience metrics
- Create a shared calendar for expected updates and communication
- Ensure predictable service quality across all touchpoints and teams
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
