About Mutosi
Mutosi is a Vietnamese brand specializing in manufacturing and distributing water purifiers, household appliances, and more, adhering to Japanese standards to deliver convenience and high-quality products to consumers. The brand focuses on developing advanced technology to ensure safety and environmental friendliness.
Some of Mutosi’s standout products include RO water purifiers, air purifiers, smart kitchen appliances such as induction cooktops and range hoods, along with various other household products. Mutosi emphasizes strict quality standards and collaborates with reputable partners to provide optimal solutions for health care and enhancing the quality of life for Vietnamese families.
Challenges
Mutosi not only provides high-quality products but also prioritizes offering professional after-sales services, dedicated to accompanying customers throughout their journey.
In addition to standard warranty and maintenance services offered through websites or hotline consultations, Mutosi has partnered with The Master Channel to elevate its warranty services, aiming to deliver seamless and comprehensive customer experiences through:
- Proactive After-Sales Services: Mutosi actively sends warranty reminders to ensure that customers’ devices are always maintained in optimal condition.
- Accelerated Response and Processing Times: Through collaboration with The Master Channel, Mutosi leverages automated messaging flows on its Zalo Official Account (OA) to interact with customers. This approach enables the company to promptly address customer needs, improve service responsiveness, and enhance customer satisfaction.
- Strengthened Long-Term Engagement through Regular Feedback Surveys: After each warranty or maintenance service, Mutosi can send surveys to gather individual feedback and assess customer satisfaction with after-sales services. This not only leaves a positive impression but also increases the likelihood of retaining loyal customers.
- Optimized Operational Efficiency: With richer formats and higher engagement compared to traditional channels like SMS, ZNS messages allow Mutosi to interact more effectively with customers. Additionally, the integrated reporting system on the PangoCDP customer data platform enables Mutosi to easily update information, measure campaign effectiveness, and enhance the overall quality of customer care.
Customer Care Solution with The Master Channel
Mutosi officially partnered with The Master Channel in 2022 to implement automated messaging flows on the Zalo platform. By 2024, the company expanded its automation flows with diverse scenarios, focusing strongly on warranty and maintenance services with three main scenarios:
Product Warranty Registration Scenario
Based on a list of recent customers (as per Mutosi’s policies), the company sends Zalo messages via Mutosi’s Official Account to remind customers about regular maintenance of their water purifiers.
After accessing Mutosi’s website, customers can register their product warranty through two options: directly calling the hotline or scanning a QR code to be redirected to the Zalo Mini App. There, they can follow the Official Account, fill in their information to activate the warranty, and receive a free water filter cartridge.
Mutosi’s customer care team can promptly handle requests and provide timely support, enhancing customer satisfaction with the service experience.
Service Quality Survey Scenario
Collecting customer feedback after each warranty or maintenance service not only helps Mutosi assess service quality but also strengthens customer relationships and reinforces the brand’s commitment to continuous improvement and delivering the best customer experience.
Ten days after activating the warranty for their water purifier and receiving successful support, customers will receive a Zalo message inviting them to complete a service feedback survey. This provides an opportunity to gauge customer satisfaction with Mutosi’s warranty service and enables the company to improve response times and the quality of repairs or maintenance.
By implementing a feedback scenario, customers feel valued and appreciated as their opinions are heard. Additionally, insights from customer feedback allow Mutosi to design tailored promotional programs or provide personalized consultations, further boosting satisfaction. This approach helps the company differentiate itself and enhance its brand reputation in the market.
Call Quality Survey Scenario
Customer care through phone calls is one of the key channels for businesses to maintain connections and provide timely support to customers.
Beyond simply making care calls, Mutosi has partnered with The Master Channel to implement an automated call quality survey scenario. This approach not only enables the company to assess the performance of its call center agents but also gathers valuable customer feedback to enhance service quality.
Similar to the feedback surveys mentioned earlier, customers provide honest evaluations of the customer care effectiveness of support staff, such as their satisfaction with the staff’s attitude, communication skills, and problem-solving abilities. These customer responses allow the company to easily identify gaps in its processes and enhance the quality of its customer service team.
Call quality surveys not only help Mutosi ensure customer satisfaction but also improve the overall quality of customer care services. When implemented systematically, these surveys become a crucial factor in building trust and fostering long-term relationships with customers.
Results
Collaborating with Mutosi to implement the Customer Care Solution via The Master Channel, we achieved impressive outcomes:
- Over 2 million customer records were stored in the system during the implementation period, creating opportunities for Mutosi to “nurture” customer relationships through future re-engagement campaigns.
- More than 35,402 messages were sent via Mutosi’s Zalo Official Account (OA) to customers in 2024, reaffirming this as a key channel for engaging and building lasting relationships with existing customers.
- The solution drove over 507,991 customer interactions with Mutosi’s Zalo Mini App, demonstrating the effectiveness of The Master Channel in helping businesses maintain dynamic and meaningful customer connections.
These figures showcase Mutosi’s achievements after collaborating with The Master Channel. This is not just a channel for maintaining customer connections but also a springboard for fostering closer relationships through engaging marketing campaigns in the future.
