The customer service department is like the face of your company. The way that your business handles customer service says a lot about your brand values and speaks volumes to your customers. If you fail to provide quality customer service, your customers may decide to rely on your competition instead.
Therefore, it’s incredibly important that you invest in excellent customer service. Today, customers are looking to work with companies they can easily reach out to, whether that’s via online chat, over the phone or through other outreach.
They want to know they can get a hold of someone in case there is a question or concern that needs to be addressed. People want immediacy and they want to feel valued by the companies they purchase products and services from. Customer service is so important to shoppers that 50% of customers increase their purchases with a brand after a positive customer service experience. In fact, 86% of customers would pay up to 25% more to get a better customer service experience.
When you have excellent customer service you leave your customers satisfied. And happy customers can equate to more sales. This is because customers are likely to be loyal to you, returning to make additional purchases in the future. They’ll also be more likely to give you good reviews online and share their great experience with friends or family members.
In addition, keep in mind that finding new customers is more expensive than retaining the customers you have. So, making an investment in your customer service is a great way to improve profits and reduce costs over time.
An excellent customer service department can also help your business stay competitive. It’s hard to compete with a company that keeps customers happy and coming back.