When you need to drive your business on a low budget, it is highly important to allocate funds to priority functions.
Of course, the product design team, marketing team, and the advertising team take the major share of your funds. However, you must not think that it’s a waste to invest funds in your customer service team. After all, without proper strategies and funds, how can it improve? Further, consider the fact – it is less expensive to keep loyal customers than getting new ones.
Reasons why customer service is important
Contrary to popular belief, the customer support team is at least as important as other teams, if not more. It bridges the gap between you and your customers, thus helping you serve them better and retain them.
Still not convinced with the idea of investing in customer service improvement? Here is what you need to know.
1. Rule 01 – Retention is cheaper than new client acquisition
With just a 5% increase in customer retention, a business can increase 25% of the profit. The repeat customer tends to spend more with a brand thus businesses don’t have to spend more on operating costs.
The money spent on customer success is viewed as a starving acquisition. But you can create more breathing room for your business tomorrow with the investment made today. With that, you will not be forced to the extreme to catch-up with the churning of unhappy customers. The customer acquisition cost simply cut down as you can create a less expensive acquisition route- happy customers. These all can be made a lot easier with the use of customer support software.
2. Represent your positive brand image, mission, and values
The idea of your business doesn’t get into the head of your customers; they make assumptions based on the way you market yourself, your content, social media presence, and advertisements.
It is the responsibility of the support team to represent your brand to your customers. They are the only means to set direct communication with customers. Empowering them can never be a bad idea!
3. Happy customers give reference
Your customers are a great way for your word-of-mouth advertising, as long as you will keep them happy with your services.
When one has a great experience with a brand, they talk about it with their friends, family, and coworkers; it’s so natural – you want your close ones to spend on the products that you have already tried on. This means the support team can make more customers come to you and your brand. For this reason, it becomes even more important that your company must have a strong customer support base.
4. Maintain loyal customers
By providing the best customer service, you can differentiate your brand to customers from your competitors. Loyalty comes from trust, and it is more likely that customers will trust real-life human interaction more than the ideas and values of a brand. Thus to maintain loyal customers a smart customer support team and the best customer support software are needed.
5. Customer don’t mind to pay more if they get a delightful customer service
Customers, for their peace of mind, can pay more to the companies that offer top-notch customer service. It is an era where brands are running to learn and prioritize customer service – any brand that fails to do so will vanish.
Customer service matters so much to customers that they can happily pay more bucks for that reason only. They want quick and reliable solutions for their complaints and concerns. A single interaction with the customer support team can build or break your brand image for them – so make sure you are delivering quality customer service, always.
6. Important insights about customer experience
How your customers perceive your brand is more important than how you perceive it. For instance, if you are an athlete product company, you may relate your brand with fitness, wellness, active routine, health, and sportspersons. But there can be chances that your customers are relating your products with their leisure, standard, and comfort. So it is important to align your marketing strategy with their values as well. Here’s when your support staff can play savior.
The customer support team directly is in contact with customers thus they can provide you with the insights to improve your marketing strategy, goals, products, and training. Without a strong customer support team, the customer trends of your company may fall behind. It will also help you to reduce the cost of a customer survey.
Do you want to provide first-rate support to your customers? Wowdesk is here to help you with its best customer service software. Choose our robust system to streamline your customer support operations – know more here.