For any successful business, developing and selling a good product or service is only half the battle. Providing your customers with good customer support is equally important.
After all, shopping is as much of a transaction as it is an experience.
By providing good customer service experiences, your customers will associate that good feeling with the transaction. They will then be more likely to come back and transact with your business again and recommend your services to others.
Did you know that 96% of businesses will fail within 10 years? One of the contributing factors is due to bad customer service!
It is only the quality of service which will ensure that customers stay associated with your company over a long period.
Below is how customer service can further increase the revenue of your business.
1. It adds value to your product or service
2. It increases customer Retention and Recurring revenue
3. Results in positive reviews and brand image
4. It boosts your employee's morale and reduces turnover Costs
5. It adds value to your brand
What is Good Customer Service?
Good customer service will effectively assist and empower your customers through the entire purchasing process. From pre-purchase, through their purchase and all the way to their post-purchase experience.
Here are 3 questions that will help you figure out how to provide better customer support in your business.
1. How can I better assist customers who are interested in purchasing my product or service?
Can you quickly provide accurate answers to your customer questions? Are your support reps highly educated about your product offering? Are you able to provide trials or deals for customers who are “sitting on the fence”? and likely to convert? How’s your support during the customer’s decision making phase?
2. How can I better assist customers during the purchasing process?
Is it easy to submit an order to your business? Are you able to accommodate custom requests? Can you efficiently solve errors with orders? Can you provide the customer with order details such as package tracking? Do you provide web based assistance?
3. How can I better assist customers after the purchase has occurred?
Are you able to quickly and easily fix any issues with faulty products or errors in service? How do you make it up to the customer in such cases? Are you educating your customers on how to get the most value out of your product or service? How easy is it for your customer to send in something for repair? Are you rewarding your customers for their loyalty and repeat business?
As you can see, good customer service is an easy yet complex subject. Plus, it varies from industry to industry. What might be considered a good customer service practice in one industry, might not be helpful in another.
Let us look at why is good customer service so important? in the next blog.