Therefore, if you want your customers to do their best work, they should feel respected and appreciated.
Instead, it's about maintaining their professionalism and integrity, not wanting to get fired before quitting, being empathetic to customers, but getting recognition from them in the end. However, their reasoning behind serving customers is less about wanting to provide quality service. It's important to note that 55% of employees who strongly disagree about being happy with their jobs will still work especially hard for customers. After all, 69% of employees say they work harder when they're appreciated. The same goes for your customer service team. No employee is going to enjoy coming into work if they feel under-appreciated compared to employees on other teams. Happy customer service employees will create happy customers. They can help influence customers and convince them of your strengths over competitors. Due to this, your customer service team is essential in relaying to customers what you want your brand image to be. Without your customer service team, you have no means of direct communication. In fact, 96% of customers say customer service is important in their choice of loyalty to a brand. These individuals speak directly to your customers and they have the responsibility of representing your brand when interacting with current or potential buyers. Your customer service team, however, is where you have more control over this perception. However, your customers can't get into your head and they'll make assumptions based on your social media presence, advertisements, content, and other external marketing. You may have an idea of what your brand represents. Customer service represents your brand image, mission, and values. Ultimately, investing in customer service can decrease your churn rate, which decreases the amount you must spend on acquiring new customers and decreases the overall CAC.
This is because repeat customers are more likely to spend more with your brand - 300% more, to be exact - which then results in your business having to spend less on operating costs.Īccording to our research team, the customer acquisition cost (CAC) - how much it costs to acquire a new customer - is more for a company that doesn't invest a small percentage of its budget in customer service. Customer retention is cheaper than customer acquisition.Īn increase in customer retention of merely 5% can equate to an increase in profit of 25%. And, their positive testimonials will be more effective than any of your current marketing efforts - and cheaper, too.Īside from that, let's look at some data-backed reasons why you should invest in your customer service team.
#Viber customer service free#
Investing in customer service helps activate your flywheel because loyal customers will help you acquire new customers, free of charge, by convincing prospects to interact with your brand. By providing top-notch customer service, businesses recoup customer acquisition costs and cultivate a loyal following that refers customers, serves as case studies, and provides testimonials and reviews. Customer service is important to your business because it retains customers and extracts more value from them.
0 kommentar(er)
