Far are the days a company only focused on making a sale without thinking about the whole customer experience. In today’s business landscape, customer service has become an essential part of a successful company. Providing exceptional customer care can differentiate a company from its competitors and establish long-lasting relationships with customers.
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. In this article, we will discuss the top 4 reasons why customer service is so important.
Why customer service matters
1. Keeping customers satisfied
Customer satisfaction is a crucial aspect of any business, and customer service plays a significant role in ensuring that customers are satisfied. When customers have a positive experience with a company’s customer service, they are more likely to be satisfied with their overall experience and remain loyal to the company.
2. Retaining customers
One of the primary reasons why customer service matters is that it helps to retain customers. When customers feel valued and their concerns are taken seriously, they are more likely to remain loyal to a company. 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.
3. 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.
4. Generating more revenue
A positive customer experience has a clear impact on revenue and growth. According to Dimension Data 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.
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 also always be taken into consideration for possible improvements. Companies must prioritize customer service and invest in developing strong customer care programs. By doing so, they can create a loyal customer base and establish themselves as leaders in their respective industries.
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, improving CX.
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