About us

About SOI.Pro
Our team
SOI.Pro's Awards
Partner network
Frequently asked questions

Every clients engage with each business at a specific point in the customer journey. They are all can become future loyal customers or low-cost effective commercial ambassadors. But what do businesses need to do to have that?

That question is the beginning of SOI.Pro’s idea for our products and services. Our vision is to help businesses to build the basis to ensure customer service processes and create excellent and satisfying customer experiences throughout the journey. This is because we understand that:

“Customers are not going complain, they quietly leave”

The cost to maintain a current customer is 1/5 of the cost to acquire a new customer. A common phenomenon in Vietnam is a constantly opening new branch, great service at first but the more customers they acquire, the quality of the service usually becomes lack of consistency. As a result, their consumer only comeback once, and the business will have to pay 5 times the cost to acquire a new customer.

How to create positive and consistent customer experiences across the entire system? How does each customer touchpoint along the entire journey bring good emotions, create loyal customers, and ambassadors for your brand?

Building customer experience is not just the job of the people who directly engage with customers or the customer care department. It is the synchronisation of the process, the company’s system, the training process, the monitoring mechanism to observe the customers and continuously listen to the customers.

SOI.Pro, a brand of SYCA Joint Stock Company, with 10 years of experience in the field of service quality and customer experience, has a wide international network of partners and a good team of associates for Reputable universities can provide comprehensive solutions to these business problems.

Take a look at SOI.Pro’s services and contact us for specific advice.

SOI PRO MYSTERY SHOPPING SERVICE – STARTUP COFFEE VTV1

Mystery Shopping is also considered a form of “early warning”, helping businesses identify shortcomings in their customer service before such limitations cause problems. affect the business reputation and lose new and loyal customers.

Executive Board

Ms Huong is a Research Master, at La Trobe University, Australia under a scholarship for international research students. Ms Huong has 15 years of experience in qualitative, quantitative and communication research with private and international organizations such as Vietnam, Australia, and Singapore.

After graduating from National Economics University, Mr Binh has nearly 20 years of experience in customer management and sales in the field of information technology as a customer director of MISA before starting his career with SYCA. Currently, Mr Binh is the direct manager of SYCA’s activities.

Ms Thuong graduated from Foreign Trade University, and has 15 years of experience in the field of customer service, conducting in-depth survey projects with major partners of SYCA. Currently, Ms Thuong supports large projects and is in charge of the finance and human resources of the company.

Our Internation Experts

Jason Bare is a second-generation entrepreneur and leader of BARE International, a premiere global experience research firm. Jason forged his own path over the last 13+ years, beginning his journey as a Project Manager in 2009 where he learned the fundamentals of the business through project execution and front-of-house contact with clients. His journey continued with growing and rising through the ranks to his current role as Global Vice President. In addition to providing support and leadership to the thirteen international locations and teams, Jason closely manages the APAC and Middle East region, focusing on building the business and partnerships across seven countries.

Quality & Business Excellence expert and trainer with 15+ years of diversified experience in managing and leading major initiatives in the field of quality assurance, business excellence, service improvement, performance enhancement and turnkey projects consultations across diverse industries. Leader of multiple projects under different business disciplines in alignment with regional and global best practices.

Mor Alon is a founder of Checker-soft, the Professional Platform for Mystery Shopping Providers & Customer Experience/Voice of Customer Researchers. Over the past 15+ years, Mor Alon has carved out his own way. Mor is knowledgeable about both the operational and business development sides of the business upon his well versed in CX services to support business and sustainable development. He keeps attempting novel approaches and searching beneath the surface for answers to issues.

Assaf has been leading the business development activities and go-to-market strategies penetrating EU, SA, & CIS up to final implementation at customer sites for 14 years, and he has over 22 years of experience working in the management field. He is an expert in the field of customer experience for Checker – a company specializing in providing software solutions to improve service quality for customers in hundreds of countries around the world. With the lead of Assaf, Checker-soft is positioned as one of the four most well-known solutions on the market.

Management team

Ms Mai has many years of experience in customer service in the banking sector. Ms Mai is currently in charge of customer care at SYCA. Businesses can contact Ms Mai to discuss appropriate solutions to increase customer experience.

Accompanied by SYCA from an early stage, Mr Trung is in charge of many large customer projects of SYCA in many different fields such as HTC, TPB, MBB, VCB, etc. Currently, Mr Trung is the project manager, supervisor and coordinator of the projects. banking, automobile, telecommunications, etc. of SOI.Pro.

Ms Linh has been with SYCA since 2018 with many experiences in implementing projects in the fields of banking, retail, fashion, F&B, healthcare, and real estate… of the company.
Currently, Ms Linh manages and coordinates the implementation of the company’s projects.

Ms Thom is currently in charge of projects to support personnel for customer care contact centres of SYCA’s partner banks. Every year, Ms Thom assists in providing hundreds of qualified and skilled personnel for Customer Care Contact Centers.

With more than 10 years of experience in the field of Quality Management, System Control, Ms Phuong is currently in charge of supporting customers in building work processes, training, monitoring evaluation, and system improvement in many different fields, including manufacturing, retail, fashion, service…

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Top 10 Vietnamese brands for the customer’s right 2022

Following the campaign “Vietnamese people prioritize using Vietnamese goods” of the Politburo to affirm the position and improve the prestige of Vietnamese brands and products in the domestic and international markets. Therefore, in order to ensure the interests of consumers and businesses, in addition to propaganda, it is necessary to have an effective and effective tool to help consumers identify a reliable address.

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Member of MSPA – Asia/Pacific Secret Client Association – since 2019.

The MSPA is an organized professional association, united into a common body that aims to strengthen the mystery shopping industry through combined efforts and actions. MSPA exists to improve and stimulate the acceptance, performance, reputation, and use of mystery shopping services.

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SMEs BUSINESS LEADER AWARD HANOI 2019

The award was organized by the Hanoi Association of Small and Medium Enterprises to honor more than 100 typical entrepreneurs and businesses. This award aims to encourage the spirit, as well as recognize the achievements of entrepreneurs and businesses for their positive contributions in production and business activities.

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SMEs BUSINESS LEADER AWARD HANOI 2018

Checker

Provide professional system for confidential customer service providers & CX/VOC researchers and customer experience. Checker provides an advanced and streamlined solution for business tracking and analytics.

Bare International

BARE International is an organization that specializes in customer experience, brand benchmarking, auditing and testing for clients in North America, South America, Europe and Asia. The company has a 35-year history and is headquartered in the Fairfax, Virginia of Washington, D.C. BARE is SYCA’s partner in the fields of market research, customer satisfaction assessment when sharing experience and international standards.

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Global Mystery Business Association, Asia Pacific region MSPA (Mystery Shopping Professional Association)

MSPA is an association of organizations that provide ways to measure customer satisfaction and improve the global customer experience to connect and share international experiences. SYCA is the first and only enterprise in Vietnam that is an official member of this Association.

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OEN

EON: A training enterprise established in 1996, with a team of experienced professionals, EON is now a reliable human resource development partner for organizations in Singapore and the Asia Pacific region. Positive.

Frequently asked questions

What is SOI.Pro's service?

SOI.Pro provides businesses with a full-service package to bring a better customer experience, including 6 forms: Confidential customer service on an omnichannel platform; Survey of customer satisfaction; Evaluate and building customer experience process at each touch point; Providing a system of assessment and monitoring of service quality; Customer service training; Support customer service contact centre personnel.

Who should use SOI.Pro's services?

Businesses/organizations that work directly with customers want to ensure that customer experience and service quality standards are consistently implemented across all branches, all transaction staff, and all locations. It can be banks, retail chains, restaurants, supermarkets, fashion stores, etc.

What is Mystery Shopping Service on Omnichannel framework?

As regular and sophisticated customers, we secretly observe and experience your business at online and in-person touchpoints. From there, we identify problems early in contact with customers related to response time and offer solutions to fix vulnerabilities at a low cost. After the survey, SOI.Pro will compile periodic reviews into an objective report sent to business management.

Who is the Mystery shopper?

SOI.Pro has a large team of collaborators including many different components suitable for customer portraits of each type of product: students, young office workers, people with families, and the elderly. Depending on the business characteristics of the enterprise, SOI.Pro selects the most suitable collaborators with the enterprise’s customer group to act as secret customers.

Why use Mystery Shopping service on an omnichannel platform?

Confidential customer service on a multi-channel platform is a form of “early warning”, helping businesses early identify shortcomings in the quality of their customer care for training and improvement. the customer service quality of employees before those problems affect the loyalty of loyal customers.

Mystery Shopping service on an omnichannel platform also helps businesses ensure consistency at all times, across all members, and at every touchpoint in the customer journey.

What is a Customer Survey?

Customer survey service allows businesses to recognize the satisfaction level of the customers they are serving, understand how customers feel about their products/services, and business processes, and make immediate adjustments to the problems that make customers unhappy. Surveys can be completed online or in person with a variety of methods for the best results.

Surveys are designed by a team of customer experience experts based on the needs of the business as well as the specific nature of the field in which the business is operating.

Surveys can be conducted in serveral batches. A detailed report will be sent by SOI.Pro at the end of each batch and a summary report – comparison will be sent at the end of the survey period.

What does our Staff Training Service do?

Training services offer short or long-term courses, depending on your needs and the results of your service quality assessment, to ensure issues are improved and create a perfect customer experience. perfect, consistent. From the assessment results, the focus of SOI Pro’s training courses is to build a customer experience mindset for employees, real-life situations and how to handle them, in order to maximize customer satisfaction. with business services.

The courses are developed and taught methodically by leading experts in the industry, at home and abroad, with many years of practical experience in customer service training for large companies.

How to store and manage customer satisfaction rating data?

To store and manage customer satisfaction data, SOI.Pro provides a system to collect customer satisfaction assessment data on multiple platforms that combine data storage, and comparison by time and place for business managers to easily manage and access data anytime and anywhere, make reporting easier and store and control services over time. So that businesses can easily see the trends/patterns and the appropriate correction can be made.

What is the most important factor to improve the quality of the contact centre?

In order to improve the quality of the customer care centre over the phone, the human factor is the most important factor that businesses need to focus on investing in. Happy employees make customers happy. Currently, many businesses choose to use 3rd party personnel supply services to save maximum costs and recruitment time, thereby being able to focus more on core business activities.

Do customers need to use the entire package of SOI.Pro products?

No Depending on their specific needs, businesses can choose all 3 services in SOI.Pro’s service package, or less.

Is SOI.Pro's services fixed?

No SOI.Pro builds a product package as a standard for all customers. Based on the standard product package and the specific needs of each customer, we will build a separate product package for each business. Please contact us to get the most suitable advice.