It’s no secret that business — in any industry — is extremely competitive. Winning over customers is a constant battle, and businesses are willing to invest a pretty penny if it means driving both consumer and customer attention away from their competitors.
But skimping on the quality of your customer support could cost you, no matter how much money you dump into marketing your products or services. According to a study by NewVoiceMedia, U.S. businesses with poor customer service and support lose approximately $41 billion annually.
Your customers expect you to help them whenever they need. But if you’re still not convinced that investing in your customer support and service is worth the pay off, here are three reasons why you should:
Besides helping customers resolve their issues, customer support can also be leveraged to promote your products or services. Your customer support and marketing departments should collaborate to ensure that your range of services is presented properly. This includes:
Finance experts say that, with support’s help, companies can increase their sales by at least 50 percent.
By investing in customer service and support, you provide employment opportunities to people who will be valuable assets to your company as they’ll learn your product inside and out.
It’s important to deploy a ticket-management system to maintain both workloads and employees’ expectations. This will ensure that your support team can be effective no matter the workload or team size. According to Forbes, 49 percent of consumers have switched vendors due to poor support.
Provide regular workshops and seminars that enforce positive responses and protocols when difficult situations arise. Let your employees learn from their own mistakes and teach them how to analyze the errors made.
Your customers are the most valuable resource you have — you create products and offer services for them. Offering them high-quality support shows you’re investing in making your products or services better.
Follow these principles to provide top-notch customer service:
Without a doubt, investing in customer service and support is a must for your business. After all, taking care of your customers is your responsibility, and your hard work will definitely pay off!
Do you run a business? What customer service tips would you share with our readers? We'd love to hear from you!