When you are looking to buy a product or subscribe to a service, the most annoying thing is having to wait for hours to get an answer to a simple question. Similarly, nothing drives an existing customer away faster than an inconvenient and unhelpful customer service process. Here are several reasons why businesses should invest in improving the quality of their customer service.
Customer service increases conversions
In the era of busy lives and impatient consumers, fast sales response time is key to securing conversions. Before making a purchase, many customers will seek additional information or answers to their questions. For instance, they may need to know if your product can solve their specific issue. According to experts, 90 percent of prospective clients will buy from the first customer service representative that they can connect with.
Being quick to respond to potential clients means that you close the deal before they shop around and contact your competitors. Moreover, an attentive and efficient response from your sales team indicates that your business is professional and competent. This builds trust in your brand and can be the difference that turns a lead into a conversion.
Customer service improves customer lifetime value
Many businesses make the mistake of letting their customer service quality slide after the first sale. This is because many businesses focus on acquiring new customers instead of retaining old ones. Unfortunately, this approach could be costing you. According to leading marketing researchers, there is a 60 to 70 percent chance of making a sale to an existing customer versus just a 5 to 20 percent chance of making a sale to a new one.
Customer lifetime value is the revenue that a customer could contribute to a company throughout their engagement. Highly-engaged customers have been shown to make purchases 90 percent more often and spend 60 percent more in each transaction than other customers. By keeping existing customers engaged, businesses can generate a much greater revenue.
Customer service builds brand trust
With the proliferation of the Internet, word-of-mouth advertising and social proof are becoming increasingly important. Seven out of ten people research brands, products, and services online before they make a purchase, so you want to guarantee that you earn good reviews. Exceptional customer service results in superior customer satisfaction and five-star reviews. This leads to stronger brand trust, even from people who are not your customers.
In addition, 93 percent of customers are influenced by advice from family and friends regarding their purchase. Clients who have a positive customer service experience are more likely to recommend your brand to others. By ensuring that your service quality builds your reputation, you can be sure that your customers are promoting your brand for you.
Customer service adds to employee satisfaction
Nobody wants to be the punching bag at the end of the phone line. Poor customer service infrastructure and processes can often result in your employees having to deal with problems that they are unable to resolve. On the other hand, when you empower your employees with the tools to serve their customers, they can create powerful and positive outcomes. This keeps the customer happy and your team members happier still.
Customer service staff are more than mere telephone operators. High employee turnover often correlates with lower long-term revenue and job fulfillment is essential in retaining valuable staff. When they are provided with the opportunity to make a real difference, your employees will be more invested in the customer satisfaction. This adds to their motivation and pride in their performance.
Here is how you can achieve fast and effective customer service
The simpler it is to connect with a company, the easier it is to build customer trust and satisfaction. Start increasing the efficiency of your customer service by setting up automated processes. Self-service processes such as online chatbots enable your clients to access pertinent information without having to escalate their inquiry to a live agent.
Another excellent option is to install a business phone service with sales automation. Modern digital business phone services differ from traditional customer service numbers in that they feature a real-time switchboard to manage all calls. Managers can allocate or redirect calls to various employees simply by dragging and dropping. Team members in several departments benefit from a clear overview of active interactions.
Business phone services also allow customer service personnel to send texts, photos, and files from their desktops using predefined templates. All phone and text messages are recorded and saved, and managers can monitor any calls. Supervisors who are listening in can even send whisper instructions to staff or take over conversations without disrupting the flow of the customer service process.
Quality customer service adds genuine value to your client relationships. When you invest in providing good customer service, you resolve conflicts and avoid complaints. In no time, your brand reputation and customer loyalty will grow. Your business will convert leads, retain customers, enjoy increased revenue, and become more successful.