Customer service is the provision you offer your customers, both before and after they buy and use your product or service, to help them have an easy and enjoyable experience with you. Excellent customer service is important if you want to retain customers and grow your business. Today’s customer service goes far beyond traditional phone support. It is available through email, web, SMS and social networks. Many companies also offer self-service support, so customers can find their own answers at any time of the day or night. Customer provision is more than just providing answers; It’s an important part of the promise your brand makes to your clienteles.
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Why Is Customer Service Crucial To The Success Story Of Your Business?
Customer service is critical to effective competition.
In the past, people chose which companies to do business with centred on price or the merchandise or service offered, but today, the overall experience is often the deciding factor.
“89% of companies now expect to compete primarily based on customer experience.”
– GARTNER RESEARCH
Great customer support makes for an amazing customer experience, especially when your support team goes beyond just responding to issues and focuses on anticipating customer issues. When support agents can help customers or have a help desk solution that makes it easy for them to up-sell or cross-sell relevant services, they can create compelling experiences that help set you apart from the competition.
Customer Service Can Have A Huge Effect On Your Bottom Line.
It is often said that it is cheaper to keep existing customers than to find new ones. (In fact, it has been estimated that acquiring customers costs 6-7 times more). And it’s true: poor customer service is a major factor in churn. The United States Small Business Government reports that 68% of customers leave the company because they are upset with the treatment they received. Don’t let that happen to you. Putting customer service first helps you attract and retain loyal customers and can have a huge impact on your business bottom line.
With That Said, Let’s Look At Some Data-Backed Reasons Why You Should Invest In Your Customer Support Team.
Customer Service Represents The Image, Mission And Values Of Your Brand.
Perhaps you have an idea of what your brand stands for. However, your customers can’t get into your head and make assumptions based on your social media presence, ads, content, and other external marketing.
However, with your customer service team, you have more control over that perception. These people speak directly to your customers and are responsible for representing your brand when interacting with current or potential buyers. In fact, 96% of customers say that customer service is important in their decision to stay loyal to a brand.
Without your customer support team, you have no way to communicate directly. Therefore, your customer service team is essential to convey to customers what you want your brand image to be. You can help influence customers and convince them of your strengths over competitors.
3. Happy Customer Service Representatives Make Happy Customers.
No employee will want to come to work if they feel undervalued compared to employees on other teams. The same goes for your customer support team. After all, 69% of employees say they work harder when they’re appreciate.
It’s important to note that the 55% of employees who strongly disagree with their job satisfaction will continue to work harder for customers.
However, their reasoning behind serving customers is less about wanting to provide quality service. Instead, it’s about maintaining your professionalism and integrity, not wanting to be fired before quitting, being empathetic to clients, but ultimately getting their recognition.
So if you want your clients to do their best work, they need to feel respected and valued. Only then will they find the intrinsic motivation to do a good job and serve their customers properly, which will make their customers feel more respected and valued as well.
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