Professional customer care process at DPS.MEDIA

At DPS.MEDIA, we understand that a professional customer care process not only retains current customers but also opens the door to dozens of new business opportunities for the company. According to data from HubSpot, up to 93% of customers are willing to buy again from businesses with dedicated customer care services..This raises the question: Has your business optimized its customer care process?

The customer care process at DPS.MEDIA is designed as a seamless experience chain, from receiving needs, personalizing solutions, monitoring effectiveness to post-implementation support. Each step puts the customer at the center, ensuring all inquiries are responded to promptly, every issue has a clear solution.

The key highlight is that we apply digital technology and systematize the process to minimize information omissions and simultaneously speed up request resolution by up to 40% compared to the traditional model. Customers therefore always feel secure, transparent, and proactive in every project implemented.

Experience in executing over 300 Digital Marketing projects for SMEs enables DPS.MEDIA to continuously improve and update the customer care process. We believe that a methodical process, Professionalism and dedication are the “golden keys” to building lasting trust in today’s digital competitive environment..

If you want to optimize investment efficiency and elevate customer experience, choose a professional customer care process starting today – because customer satisfaction is the solid foundation for your business’s future growth.

Customer request reception and processing procedure at DPS.MEDIA

Receiving requests – The foundation for personalized experiences

At DPS.MEDIA, every customer request is recorded across multiple channels: phone, email, website, social networks. According to research by Harvard Business Review, an effective customer onboarding process increases satisfaction by 45% and optimizes the experience. We apply the principle of responding within 1 hour – a commitment to transparency and proactivity, inspired by modern international customer care models.

Classification & Processing: Identifying issues, proposing creative solutions

After receiving, the request is immediately categorized by service group (online advertising, SEO, content management, etc.). Our consultants will proactively contact the customer to verify information, in order to ensure authenticity and consistency.For example, a recent project for a retail food business was handled by us through three layers of expertise: Solution demo – Target customer behavior analysis – Additional media budget proposal. By combining the theory of “Customer Journey Mapping” (Gartner, 2023), we continuously update our processing procedures to adapt to each specific industry.

Matching feedback & Evaluating effectiveness after support

To ensure every feedback is recorded and improved daily, DPS.MEDIA implements a request reconciliation table and customer satisfaction assessment after each support session.

• Regular reconciliation with the service checklist to avoid missing any requests.
• Apply internal data measurement tools to optimize processing efficiency.
• 101% is committed to information security and accompanying SME businesses at every stage of development.

Building sustainable customer relationships through effective communication

Transparent communication, quick response – core factors in customer retention

DPS.MEDIA not only considers communication as a process of conveying information, but also as the art of creating experiences and understanding customers at every touchpoint. According to Harvard Business Review research, over 70% of customer loyalty comes from how businesses communicate during the care process. We maintain special standards through:

• Content personalization: Scripts, messages, greetings... are all tailored to each industry and need.
• response within 30 minutes: DPS.MEDIA commits to response speed, eliminating the “forgotten” status – a factor that strongly affects the digital customer experience.
• Transparent and proactive reporting: Customers clearly understand all campaign metrics, not passively waiting.

Applying technology, increasing satisfaction through Omni-channel

Based on recent consulting experience with F&B and fashion businesses, DPS.MEDIA uses an Omni-channel system, integrating email, Zalo, website, and social networks to ensure all customer requests are recorded—no matter which channel the customer chooses. A case study from beverage brand G.* in Q1/2024 clearly demonstrated that in just 2 weeks, negative feedback decreased by 53% thanks to timely communication across multiple platforms.

Building trust based on two-way dialogue and continuous learning

A major difference at DPS.MEDIA is that throughout the care process, we not only communicate one-way but also proactively listen, conduct regular surveys, and gather feedback from customers to optimize services each month. Customer care expert Jeanne Bliss once emphasized: “When businesses continuously improve based on direct feedback, trust and engagement are sustainably strengthened.” This is the philosophy that keeps the customer journey for SMEs at DPS.MEDIA always refreshed, updated, and relevant to the times.

Providing personalized solutions for each customer

Hello! How can I assist you today?

Continuous evaluation and improvement of customer care processes

Constant change – The key to excellent customer experience

From our experience working with over 5,400 SMEs at DPS.MEDIA, we have realized: evaluating and improving the customer care process is not only a periodic task, but also a strategic priority. According to Harvard Business Review, businesses that continuously optimize their service processes can increase customer retention rates by up to 25%. We regularly conduct post-project surveys and connect with customers through multiple channels (Zalo, Facebook, email, hotline) to ensure all feedback is heard and turned into practical action.

Effective practice with ClearSkin Clinic case study

Case Study: When implementing a customer care solution for ClearSkin Clinic—a beauty center in Ho Chi Minh City—ensuring personalization was the key factor. The DPS.MEDIA customer care team applied the NPS (Net Promoter Score) each quarter to measure satisfaction, combined with a 5-step process:

• Receive feedback quickly via chatbot/direct customer service
• Data Analysis & identify customer insights
• Personalized feedback within 24h
• Optimize the process based on actual feedback
• Periodic retraining for customer service staff

Instead of viewing improvement as an “occasional” action, the DPS.MEDIA team sees it as a dynamic process – constantly updating, experimenting, and learning from successful models worldwide and in Vietnam. According to expert Pauline Brown (Mastering the Art of Customer experience) the real art lies in flexible transformation, leveraging data and multi-dimensional perspectives. DPS.MEDIA confidently creates a professional customer service process, continuously improving every moment of customer interaction.

Using technology to enhance customer experience

Proactive customers, personalized brands

DPS.MEDIA finds that customer experience in the digital age has shifted from ”listening and serving” to “proactively accompanying”. Technology is the key for SME brands to create continuous personalized touchpoints. According to Gartner research (2023), chatbots and AI systems have helped reduce response time by up to 40%, but even more impressive is the ability to understand context and behavior, thereby suggesting the most suitable solutions.

• Multi-platform chatbot support: customers take less than 15 seconds to connect and receive personalized advice based on purchase history.
• Big data integrated CRM system: Track & analyze the customer journey across all channels with an intuitive dashboard.
• Automation Marketing: Send offers at the right time based on actual events and behaviors, helping to increase conversion rates.

Case Study: Real transformation through technology at DPS.MEDIA

In 2023, DPS.MEDIA partnered with the Emvicio youth fashion chain to implement an integrated CRM automation system. After 6 months, the customer return rate increased by 281%,customers were satisfied with fast responses and personalized offer information. This aligns with the assessment of Dr. Tran Quoc Khanh (Digital Innovation Report, 2023): “Technology does not replace emotions, but helps standardize & replicate positive experiences for each individual.”

The combination of technology and proactive care creates a sustainable competitive advantage for small and medium businesses—not only saving costs, but also building a long-term loyal customer base.

Training professional customer care staff

Shaping in-depth customer care processes for SMEs

DPS.MEDIA build a customer-centric customer service staff training process, combining technology and service culture. Based on documents from “The Nordstrom Way” and McKinsey reports, we identified 3 important factors:

• Clearly understand customer profiles through data, helping to predict personalized service needs.
• Omnichannel communication - staff are flexibly trained to use email, hotline, live chat to social media platforms.
• Proactive complaint handling: Apply the principle of “quick response – thorough resolution – deep reconnection” to maintain satisfaction and increase loyalty.

Outstanding case study: Optimizing service with real feedback

An SME in the restaurant sector in Ho Chi Minh City once faced a customer complaint rate about response time of up to 32%. DPS.MEDIA implemented professional customer care training; after just 2 months, this rate dropped to below 5% thanks to the application of the “4S” quality control process.

Updating customer care training trends in the digital age

Based on Harvard Business Review research (2023), DPS.MEDIA it is recognized that automating basic steps with AI helps customer service staff focus on resolving in-depth queries and building genuine relationships with customers. We not only emphasize communication skills but also combine training in digital skills, data analysis, and optimizing the customer journey for all customer-facing personnel at SME businesses.

Responding to and handling complaints quickly and effectively

Prioritize response time and process transparency

SME customers need a partner who not only listens but also responds promptly and transparently. DPS.MEDIA applies the model “One Touch Response” – all complaints are acknowledged as received within the 60 minutes first moments from the time the customer submits a request. The team of specialists handles and advises based on practical research on Vietnamese customer behavior (According to ResearchGate, 2021, the ability to respond instantly increases satisfaction by 37%).

• Classify complaints by priority level upon receipt
• Build a transparent processing flow, with clear cross-referencing at each step
• Proactively update customers on progress via email or Zalo/Telegram

Use data to address the root of the problem

Not stopping at appeasement, we focus on resolving the root cause through the internal CRM system, integrating AI to assess satisfaction levels. This policy is inspired by the Japanese service management model (Service Recovery Paradox – Harvard Business Review) and is customized to suit Vietnamese SMEs.

Practical case study: Fashion client G.

When customer in the fashion industry G. reported that the Facebook Ads campaign was not meeting expectations, DPS.MEDIA:

• Immediately analyzed campaign data on Google Data Studio
• Proactively proposed a Zoom meeting just 3 hours after receiving the complaint
• Developed a new optimization plan, while making all spending data transparent

As a result, main product group sales increased by 191% in just one month after handling the complaint.

Lingering aftertaste

Customer care is not just a process, but also a corporate culture – where every touchpoint with customers needs to be optimized to create a positive and sustainable experience.. At DPS.MEDIA, we believe that a professional customer care process not only strengthens loyalty but also acts as a catalyst helping SME brands stand out in a fiercely competitive market.

The journey of building relationships with customers starts with understanding, continues with long-term companionship, and is maintained thanks to a flexible, effective customer care system. Businesses can start by standardizing processes, leveraging digital technology, or simply improving the team's quick and sincere response skills.

We encourage SMEs to further explore the connection between customer care and overall marketing strategy, especially in the digital environment where every response or interaction leaves a valuable mark. Refining the customer experience is a crucial link in building a digital brand – where DPS.MEDIA always accompanies businesses from strategy to execution.

If you are looking for a suitable digital marketing solution to break through in the domestic market, consider customer care as the starting point – because trust is always the greatest asset. We look forward to receiving your feedback, perspectives, and ideas. Leave a comment below or have a deeper conversation with DPS.MEDIA in upcoming topics!