Growing an online business involves reliable customer service that is always there for your customers. Customer service is in constant communication with the customers, and thanks to them, you can build long-lasting relationships.
Bettering your customer service means your business will get excellent reviews and more potential clients. Therefore, investing in training your customer service team should be at the top of your priorities, especially if you are at the beginning of your journey.
What is customer service?
Customer service is the help you offer to your customers that is there for them every step of the way. It should be available before and after someone makes a purchase. This team doesn’t only solve problems, but they are available at any time via email, phone, chat, etc.
An unpleasant experience with customer service can make a client disregard your business in the future. Therefore, this team can also be seen as brand ambassadors. If a client is happy with the help they receive, chances are they will come back to your webpage or even recommend your brand to their friends and family.
Why is customer service important?
Every business needs customer service because they are essentially the problem solvers. But if we take a closer look at what customer service does every day, it is clear they are much more than that. When you invest in this team, you can expect a better reputation as a business. Plus, your business will stand out from the competition.
Here are just a few reasons why customer service matters:
Brands that invest in the customer experience have 5.7 times more revenue. If you focus on growing your customer service, chances are your audience will recognize it and favor your business over the competition. Not to forget that 89% of customers are likely to place another order after having a good customer service experience.
Better online reviews
Online reviews serve as shopping guides nowadays because 77% of customers always read them before making a purchase. But you can have an exceptional product and still get bad comments about your business if your customer service is lacking.
When a customer has a bad customer service experience, they will probably include it in their review. It means potential customers will see it and start avoiding your business. Even if they had positive experiences with ordering your products in the past, they would know that customer service won’t help them if something goes wrong.
Spreading the word
Most of us still value the recommendations made by friends and family. So making a good impression is a must if you want customers to spread the word about your business. Solving issues should be your primary goal, but make sure your customer service agents are polite and friendly. It is the best way to make a great impression on a customer and ensure they are happy with the service.
Then there are social media. Customers who recognize and appreciate your efforts will likely share their experiences with their followers via various platforms. It isn’t direct marketing, but satisfied customers could bring more people to your webpage.
Setting you apart from the competition
Excellent customer service can crush your competition and set you as an example of how to take care of your customers for other brands. For instance, customers will be interested in a brand if they sell exquisite products. But those won’t be enough to keep them on board.
Many will avoid a brand after only one bad experience with customer service. Learn from this and do your best to improve the quality of your customer service immediately. Not only will your customers remain loyal to you, but there will be more positive opinions regarding your company.
When you do everything to keep your customers happy, that same feeling will spread through your company. Encourage your customer service agents to be involved in every customer problem they receive and do everything to solve it. The customer will recognize it and probably leave an outstanding rating in the follow-up email.
When your agent solves someone’s problem, they will feel happy and ecstatic. It will have a positive impact on your overall company culture, making the rest of your employees feel great about what they do.
Long term success
Your customers are the magic ingredient that makes your business successful. They are an essential part of the equation, and without them, your brand wouldn’t even exist. Acknowledge that and treat your customers well. A loyal audience will be there for you all the way, so ensure you don’t disappoint them.
Believe it or not, outstanding customer service can make your business a success in the long run. These agents nurture the relationship between your business and customers and will do so in the years to come.