The role of customer service has never been as important to any size of business as it is in the 21st-century when we are all too aware of the issue of customer reviews limiting our growth. Whether you invest in a real-time call routing platform or less complex options you may well struggle to grow successfully unless you treat customers as you would your family, Entrepreneur reports.
Generating Repeat Business
When you have spent a small fortune on developing your marketing campaign for a product or service, you are hoping to start a long-term relationship with your customer. If you are not offering excellent phone-based customer service you will find yourself at the back of the line when it comes to repeat custom. If you are mailing products to a client they will want to easily contact you with shipping issues that can lead to them deciding whether this is a business relationship they want to continue in the future.
Customers Like to Use the Phone
We have all spent our time looking at the customer service options offered by a company and struggling to make the correct choice for our problem. Firstly, the expansion of customer service to the phone is something that we can all relate to as this is a fast and efficient way of looking for assistance. As the number of customers using the phone continues to rise the use of other platforms can result in confusion as clear and concise instructions or feedback can be given in a short space of time.
Most Customer Support Problems Result in a Phone Call
The options open to customers when they are looking for answers to a problem they can explore many different options available to them when it comes to contacting your company for customer support. Although your company may have an email and social media presence these are often insufficient when it comes to building a successful presence Online. The majority of customer service problems addressed online result in a call to a customer service representative for their final result to be achieved.
Keep Customers Happy
A 2013 study showed around 47 percent of customers were unhappy or frustrated when they could not contact a business directly. Having a clear telephone number for a company website results in more confidence for customers and a sense of security in case something goes wrong.
The Security of a Human Voice
In many cases, a customer with an issue simply wants to tell a live person at your company of the problem they are facing. Providing a little empathy for your clients in the form of a human voice can result in a happier group of customers and a brighter future for your company.
Emma is a freelance writer based out of Boston, MA. She writes most often on health and education. When not writing, she enjoys reading and watching film noir. Say hi on Twitter @EmmaSturgis2