Helpar’s Octagon

Uniqueness with a purpose

Helpar’s Octagon

helpar’s Octagram indicates the eight principal winds, a symbol for a business strategy that covers all major challenges at customer relations management.

When discussing customer relations, one has to consider two principal areas, processes and technology. While technology is in a continuous flux, improving adaption in endless feedback loops, processes always focused on one thing. Getting to the point, resolving issues the best and fastest way, always was and will be the main goal of customer centric strategies. Team helpar has developed a strategic framework to explore the competitive advantage of its service compared to existing ones on the market. The result: helpar’s Octagon.

Customer and company quadrant

What are the preconditions for an effective customer relations management, covering all stages of a customer journey? First, we have look at the different perspectives of the core idea, introducing the customer and company quadrant.

Let’s have a look which key demands for customers we have identified. There are a lot of interesting trends hotly debated in recent articles, but one stands above all others and that’s convenience. The more convenient it is to get in contact with relevant information, the easier companies fit into customers’ life – and with the usage of apps growing, mobile convenience is the best way to connect. But why is mobile communication so appealing? The answer: it is visual and instantly available. As Shep Hyken correctly pointed out: “The mobile phone is not really about the phone. Some people barely use the phone part of their mobile phone. They use the apps to connect with their friends, family, companies and other organizations. They read, shop, learn and communicate using apps – not voice-to-voice communication.”

Convenience, the visual transfer of issues and solutions and the fast and instant way to connect, all leads to a fluid journey for customers all around the world. Helpar’s customer quadrant addresses all those characteristics of a high-end customer relationship management.
But how do companies look at the same challenge. Are there additional components to be considered?

A brand is the consistent signal that makes it quite easier for the consumers to recognize and identify the quality of its underlying services. That’s why customer service must be a qualitative strength rather than a nice-to-have. Quality is therefore the focus of all attempts to please the customers, offering a structured, easy-to-access road to customer satisfaction. But, and there is always a but, companies have to focus on an acceptable cost/output ratio too. It must be rewarding, directly and indirectly, to consider any kind of activities in that field. Finally, there is one reason for a successful strategy that is hard to achieve in most of the cases. Customer behavior is hard to predict and that leaves companies spoilt for choice. On one hand, you need to provide adequate resources to serve your customers, on the other hand you have to look at your costs simultaneously. But, how to create a reasonable and scalable cost/service ratio?

Helpar’s idea is not new but the concrete approach is. Using customers to serve other customers is indisputably the most cost-effective way to run customer relations, if it is done seriously. Helpar offers the first tool and underlying processes to execute this idea in the most practicable and effective way. Welcome to helpar’s Octagon, merging all eight preconditions into one strong strategy. Yes, there are companies out there who mastered certain aspects of all eight preconditions of customer relations in unchallenged quality, but there is only one that covers them all.

Two quadrants merged into one unique Octagon

Let’s just imagine for a moment that helpar has replaced all existing channels for customer interaction. People could connect and interact with companies at any touchpoint at any time, using helpar’s unique communication set-up. Companies would use time tokens for promotional issues, fostering product campaigns, testing new products on the market or enabling their customers to resolve issues via helpars all around the world.
Helpar would be convenient for customers, offering a bespoke visual app for instant communication and a fluid process behind it. Companies finally could offer a structured, highly qualitative, scalable tool that offers a rewarding investment/return ratio.

It would be completely normal for existing and potential customers to open the helpar app for information about products, onboarding explainers or resolving issues with the support of helpars. Modern technologies like Augmented Reality or a universal translator made the global crowd be available anywhere at any time.

Helpar’s Octagon, a then strategic framework, had become reality, serving customers and companies all around the globe.

 

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