General Information About
Retention Team
Retention team deals with identifying customer needs and offering appropriate solution/assistance. Team members keep customers informed about new products, promos and offers. The team works closely with other teams to provide solutions to customer queries.
Meet Our Team
Arpine Gljyan
Head of CRM
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Rima Hovhannisyan
CRM Implementation and Customer Retention Team Lead
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Retention Team
The functions of Retention team are:
- Identify customer needs in order to provide appropriate solution and assistance
- Handle customer complaints efficiently, making the first call whenever possible
- Provide product information, help customers familiarize themselves with and understand promotions and offers on the site
- Complete the issues raised by customers, solutions provided and any action required in the customer support system
- Collaboration with internal teams to address customer concerns and improve overall satisfaction
- Keep up with product features, updates and policies to effectively address customer inquiries and concerns
- Contribute to the development and improvement of the customer support process
The team is responsible for:
- Solving customer problems and questions
- Provision of information about offers
- Promoting user engagement
Working Procedure:
Before the start of the work, the Senior Specialist performs the distribution of work, uploads the databases, and then the working day begins.
The main parts of the working day are:
- Contacting new members
- Welcome call
- Conducting surveys on the basis of which bonuses are provided
- Reminder call (mainly performed by the senior specialist, reminding of the bonus expiration period)
- Birthday call (notification about having a gift)
- Reactivation call (Segmented offer notification)
- Contacting customers who have not logged in for a long time
