klantvraag

Klantvraag is a term used in Dutch business and customer service to describe a request or question from a customer directed to a company or service provider. A klantvraag can relate to product information, order status, pricing, availability, technical support, returns, or other matters requiring a response. While closely related to a complaint, a klantvraag is not inherently negative; it is any inquiry that needs handling by the organization. If a customer expresses dissatisfaction, the issue may be captured as both a klantvraag and a klacht in some systems.

In practice, klantvragen are handled through multiple channels, including telephone, e-mail, live chat, ticketing systems, and customer portals. The handling process typically follows receipt, acknowledgement, triage, routing to the appropriate department, resolution, and closure. Organizations often use CRM or helpdesk software to log, track, and report on klantvragen.

Best practices include providing prompt acknowledgement, aiming for first contact resolution, meeting stated service level agreements, and maintaining clear documentation of the inquiry and its resolution. A well-maintained knowledge base and standardized response templates can improve consistency and speed. Training staff to recognize context, offer alternatives, and escalate when needed also contributes to quality.

Key metrics used to assess klantvragen include first response time, average handling time, resolution rate, and customer satisfaction scores such as CSAT or NPS. Analyzing patterns in klantvragen can inform product development, quality assurance, and service design, leading to improved customer experience and efficiency.