When your company is on a tight budget, a few functions likely take precedence when allocating expenditures. Of course, your product team might use some financial help, and marketing, particularly advertising, could always use some more cash. Investing in your customer service personnel, on the other hand, may seem to be a waste of money.
Contrary to common assumption, your customer support team should be equally as vital as — if not more important than — your other teams. It is, after all, the direct link between your consumers and your company. Still not persuaded?
Read the following list to see how important customer service software can be for improving your company and client connections.
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Customer retention is less expensive than acquiring new customers
A 5% improvement in client retention might result in a 25% increase in earnings. This is because repeat consumers are more likely to spend more with your brand — up to 300 percent more — resulting in your company spending less on operational expenditures.
- Your brand’s image, purpose, and values are reflected through customer service. You could have a general concept of what your brand stands for. On the other hand, your consumers cannot enter your mind and will make assumptions based on your social media presence, commercials, content, and other external marketing.
- You have greater influence over this impression with your customer care personnel. These people deal directly with your consumers and oversee portraying your brand while communicating with existing or future customers. 96 percent of consumers consider customer service when deciding whether to stay loyal to a firm.
- Customers will be happier if their customer care representatives are pleased.
- No employee will like coming to work if they feel undervalued compared to their co-workers on other teams. The same may be said for your customer service representatives. After all, 69 percent of workers report that when they are praised, they work more!
It’s worth noting that even if 55 percent of staff are dissatisfied with their employment, they will nevertheless work extra hard for consumers.
Satisfied customers will recommend and refer you to others
When your consumers are happy, they are more inclined to tell their friends, family, and colleagues about it. 72% of consumers will tell six or more people about a good encounter. Consider this: if you have a fantastic experience with a brand, you’re likely to tell your friends about it over dinner later that night.
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Customer loyalty is bolstered by excellent customer service
As previously said, keeping an existing client is far less expensive than acquiring a new one. In this view, the larger the lifetime value of a client — the total income a firm may anticipate from a single consumer throughout the length of their engagement with that company — the better the profit for your organization.
Your organization must do more than enjoy the thrilling characteristics of your items in contrast to hundreds of rivals with comparable products and services. You can set your firm apart from the competition by delivering excellent customer service. Customers may trust real-life persons more than a brand’s concepts and principles, which is why loyalty is based on trust. As a result of their interactions with your customer service personnel, those customers may perhaps develop long-term connections with your company.
- Customers are prepared to spend a higher price for a company that provides superior customer service.
- Sixty-seven percent of consumers would pay extra for excellent customer service. Customers value customer service so strongly that they pay extra to contact a company that excels at it.
- Any firm that fails to emphasize customer service in an age when companies are learning to do so will fail.
- Even a single good encounter impacts customers; one great experience might convince them to continue with a company, while one poor experience could send them scurrying to a rival.
- It makes no difference how you see your brand, and it’s all about how your consumer sees it.
If you work for an athletic apparel firm, for example, you may link your brand with fitness, health, and well-being, as well as those who participate in sports. On the other hand, your clients may buy from you because they identify your brand with relaxation, comfort, and beauty. As a result, you should also connect your marketing with those principles.
Many of these probing queries may be answered by your customer service staff. Rather than spending time and money polling clients regularly, have your customer support representatives simply ask these questions while engaging with them. Their reaction may provide you with a wealth of information about how to improve your goods, marketing, objectives, and personnel training. And, as you enhance the customer experience, your staff will work even harder. According to research, organizations that invest in customer experience see an average of a 20% rise in staff engagement.
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