The success of any business doesn’t just lie in selling good products or offering quality services.
Various other business operations play an important role in this. And one of the most vital among those operations is customer service.
Customer service is all about treating your customers fairly, listening to their problems, offering solutions, and making them feel valued and appreciated by your business.
For a majority of businesses, customer service makes all the difference and is as important as making the sale, sometimes more. Because it affects how people view your business and whether they will want to buy again or not.
If you do some research, you will find that customer service is the reason behind the success of several large organizations. For instance, Charter Communications is one of the largest telecom service providers in the US. It offers cable TV, high-speed internet, and phone services to both residential and business customers in over 41 states under its brand name “Spectrum”. Moreover, it has an annual turnover of billions of dollars.
And guess what is the reason behind this immense success? An outstanding customer service coupled with amazing products & services. Even today, Charter customer service is accessible 24/7 by its customers via phone, live chat, and email. Customers are also allowed to visit their nearest stores during office hours to get assistance regarding any kind of problems. That’s what helped Charter to be one of the best.
So it is important to invest in customer service for your business just like you invest in marketing and other business operations. Still not convinced? Let’s have a look at why customer service is important for your business.
Enhances Your Company’s Brand Image
The reputation of an organization is just like the reputation of a person. If people think your company is good, they will trust what you say and what you sell. But if you are not able to create a good image of your company, people will likely not buy from you despite how amazing your product is.
A positive brand image is everything for an organization and customer service can help you improve that. How? Because customer service is the only department in the organization that directly communicates with the customers and represents your brand. If the customer service team is helpful, listens to the customers, and proposes a feasible solution, it will contribute towards shaping a good first impression.
And once customers have a positive feeling about your company, it will likely last. They will be confident while buying from your company the next time and will also recommend others.
Increases Customer Retention
Along with enhancing brand image, another benefit of customer service is increased customer retention. That means, once a customer makes a purchase, he/she will likely buy your products or services again.
That would mean extra revenue for the company at lower costs because those customers would probably spend more as well. Besides that, getting new customers is an expensive task and requires a lot of effort.
A Source of Feedback
Businesses spend a huge amount of money every year to know what their customers think about their products or services. Doing that is important because it allows them to understand what customers want, improve their products, and increase revenues.
And one of the best ways to collect valuable feedback is via customer service. Since customer support communicates directly with the customers, they can help the organization to understand the problems that their customers are facing.
Moreover, they can also ask customers to participate in other feedback surveys and activities to help the company understand what customers want.
Brings New Customers
As mentioned earlier, customer service helps to increase customer retention and enhances brand image which increases revenue. However, these are not the only benefits. Once customers are happy with their buying experience, they will also tell others about it. This is known as positive word of mouth.
This positive word of mouth helps your company to get new customers without spending tons of money on ad campaigns because people trust the recommendations from their friends and family. Resultantly, your organization will have the opportunity to earn more.
Works as a Competitive Advantage
Just like a good product, good customer service is a competitive advantage. Why? Because customers like to buy from companies with friendly customer service and leave the ones where the customer service is not satisfying.
That means, there is an opportunity to do better than your competition by having a well-trained customer service team. Moreover, by offering a great customer service experience, you can give people another reason to buy from you.
And those who are concerned about the quality of customer service will surely give it a try if they find out you have something better to offer.
If you have highly trained and experienced customer service, it can do wonders for you. Not just in terms of improving your organizational culture or enhancing brand image, but it is something that brings actual money to your business. So, invest in it and reap the benefits.