You are certainly aware of how word of mouth works in terms of marketing your business. Relative to this, people will not recommend you to their peers unless you have provided them good service or product. As for the former, it includes customer assistance, as well, whether it is simply for answering inquiries or solving a dispute.
At present, there are still businesses, which fail to provide exemplary customer service, resulting in their poor reviews from clients or even prospects. Did you know that a simple act of responding to a customer’s inquiry in short notice matters a lot? This is due to the fact it implies how you want to cater to the client’s needs immediately, which should always be the case.
You should push your organization to take customer service into consideration greatly. Given are the following reasons that could enlighten you:
Prevention of Buying Barriers. If people would find out that you have a good record in customer service, which includes handling issues like returns and refunds, they will have no issue purchasing a product from you. Even the ones hesitant to do so would be persuaded to deal with your business.
Representation of Your Brand Image. Your customer service also embodies your firm. If you will fail to provide exemplary customer service, you may taint your brand image, making people assume that your values as an organization may not be as solid as these are claimed to be.
Customer Retention. Did you know that companies successful in retaining their clients tend to earn at least 25% more profit compared to acquiring new customers? Clients would likely obtain more of your products or services by 67% by convincing them to stick with your brand. One good example is in groceries where one research was conducted. Apparently, with a rating of one to five, an increment of one point in satisfying customers have resulted in higher customer retention percentage. Although it is not specifically stated that customer service is the sole reason for keeping clients, still, it influences people not to look the other way in choosing a brand.
Better Understanding of Your Offer. People, at times, tend to have a misconception regarding the scope of your product or service. By having a customer service team to entertain inquiries regarding your product or services, customers will have a better understanding of what to expect from your business.
Improved Anticipation of Customer Needs and Wants. If you maintain a consistent stream of communication with your customers, you would also have the advantage to find out what they need or want. This could be beneficial in improving your existing product or service. Alternatively, you may also have more ideas on what to offer next.
With the aforementioned facts, there should be more reasons for you to revamp your customer service. If you believe your hands are already full to handle client support, then probably it is time for you to hire a virtual assistant experienced in the field. By having an extra hand with assisting your customers, you would even have more time to focus on other aspects of your business.