Strikes bol.com
What standards does bol.com apply for their services? Avoid strikes!
There are service standards you can read about here . Below is a summary of the most important points in the field of customer service.
Tip 1: A low number of customer questions
Bol.com says that the number of customer questions does not yet count when measuring your performance, but that a lot of value is attached to it. The point here is to receive as few questions from customers as possible.
Bol.com expects you to keep this number low by paying a lot of attention to the information you provide. Consider the product texts, but also the messages you send about shipping.
Tip 2: Customer questions
In order to provide our customers with the best possible service, it is important to inform them as well as possible. For example, we need to tell them about the product features or the status of their order. This way you prevent questions from arising. Your personal 'dynamic standard' is based on how many customer inquiries you receive compared to how many orders you have. Bol.com will send you an email if you exceed this standard, so that you can make adjustments. This service standard does not impact your performance score at this time.
Tip 3: Rating 8 or higher
Customer opinions are important. That's because satisfied customers are more likely to come back and other customers look at these opinions when deciding who to buy from. For customers, the rating is an indicator of the quality of a partner and they take this into account in their purchasing decision, in addition to the delivery time and the sales price. With a good review, customers are more likely to buy from you. You can see your average ratings in your sales account. You will also find tips and advice to maintain your rating and improve it if necessary.
For a good performance on the service standard "Assessment score", bol.com requires at least an 8. If you have an average of 8 or higher over the past 3 months, then the customers are really satisfied.
Tip 4: Response time
Responding quickly to customer questions has a positive effect on customer satisfaction. For this reason your response time is measured, bol.com expects that 90% of customer questions will be answered within 24 hours. If you have not provided an initial response within 24 hours to ten or more new customer questions in one week, we will send you an email about this so that you can improve this point.
Tip 5: Telephone accessibility
We sometimes need your help in handling orders, customer questions or complaints. In order to serve the customer as quickly as possible, it is important that you answer at least 90% of the call attempts during office hours (Monday to Friday, 9:00 AM to 5:00 PM).
You can prevent Bol.com strikes with Belco
A disadvantage of working with external parties such as bol.com is that communication with customers runs through their channel. So you have to log in to bol.com and view and respond to the messages there. The danger of this is that it may not be in your system to always check this and you may quickly overlook a question or response.
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