Far are the days a company only focused on making a sale without thinking about the whole customer experience. Customer service is about caring and making sure the customer is satisfied, not only with their purchase, but also with the way they feel throughout the whole journey.
But why does it really matter?
Today, we share with you the top 3 reasons why customer service is important.
Customer service is a major factor for success. It illustrates an ongoing emotional relationship between you and your customer and is manifested by the customer’s preference to frequently buy from you rather than from your competitors.
Customer loyalty is the result of a positive customer’s experience, which creates trust. We all know customers are led by emotions and being trust the basis of loyalty it is easy to understand they can trust real-life humans more than a brand’s values or ideas. So, interaction with the customer service team is key to build life-long relationships within the business.
Customer service focuses on treating customers well and trying to exceed their expectations, for people tend to react to the treatment they have received. This is the reason why customers are likely to complain and leave you if they are treated negatively. On the other hand, if they have a positive experience, they may start trusting you and are likely to do additional business.
2. Word-of-Mouth, Reputation and Brand Awareness
The positive or negative experience a customer may have will determine not only if they continue to do business with you, but also what they will say about you.
If a customer experiences poor customer service and decides not to do business with you, they will certainly tell their family, friends and may even complain on social media – and this is where “word-of-mouth” takes place.
But the same goes for a positive experience. If a customer feels valued, happy and satisfied they will probably recommend you to their connections as people usually suggest what/who they know and trust.
Nothing more than a chain reaction where your (good or bad) reputation depends on the way you treat your customers.
This plays a huge role in brand awareness, as a positive customer service often leads to free advertising.
3. Customer Service Generates More Revenue
A positive customer experience has a clear impact on revenue and growth. According to HubSpot Research, 84% of organizations working to improve customer service report an increase in revenue and businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences.
If you were not convinced at first, certainly now you are because, at the end of the day, budgeting decisions depend on revenue.
Based on this information, we can all agree that it is crucial for a company to take good care of their customers, invest in good customer service and listen to what their people have to say. Feedback from customers should always be taken into consideration also for possible improvements.
How Collab can help you
The contact center software and its articulation with CRM and business application is essential to deliver exceptional customer experience. In Collab, we offer you a 360º contact center solution that combines multiple communication channels, all in the same interface. “OneContact” is synched with your customer’s journey, giving agents the data they need to provide personalized and smooth customer support.
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