When talking about customer service, its tools and its importance, a famous quote by Maya Angelou comes to mind: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Perhaps, when the American writer, singer and activist expressed this reflection, she was not thinking directly about this concept as a fundamental pillar of marketing , sales and business in general.
However, we can easily transfer this phrase to the business world and, specifically, to the customer experience and its contact points .
Customer service is specifically designed to make users feel comfortable with their interaction and relationship with a company or brand so that they never forget it and always consider it one of their main purchasing alternatives.
To help you better understand what we are talking about, in the following lines we will detail this concept in a much more specific way, reviewing its meaning, usefulness and, above all, importance.
Does learning about all this sound like a good idea to you? If so, stay tuned!
What is customer service?
We can define customer service as a concept that singapore telegram data encompasses all those strategies, activities and processes aimed at satisfying the needs of the users of a product or service.
Furthermore, it is directly related to meeting the needs of consumers and helping them solve problems and dilemmas.
And, although it is said in a simple way, all this covers multiple factors and aspects that go beyond a good product, such as:
- personalization;
- kindness;
- speed;
- security;
- follow-up;
- effectiveness,
- inter alia.
As for the history and evolution of this concept, it has a direct relationship with the development of technologies , especially those related to communication.
One of the fundamental processes for the expansion of customer service or attention was the creation of the global telephone infrastructure , as it allowed the emergence of the famous call centers.
Historically, this area has grouped together agents, advisors, supervisors, executives and other employees with specific training in customer service, who are responsible for resolving user concerns and problems, as well as offering and promoting products and services.
Although call centers continue to be a widely used alternative to optimize customer service, digital transformation has led to the emergence of many other platforms, tactics and strategies geared toward this concept.
These types of changes have resulted in greater trust and closeness between customers and brands , and an example of this is the rise of Customer Success.
Tasks in the service or customer service area
Nowadays, both startups and established 10 game-changing ai in sales usesb and traditional companies — at least many of them — understand the importance of these professionals, who have responsibilities such as:
- perform after-sales follow-up;
- follow up on clients’ progress;
- evaluate indicators and results of interest to the client;
- propose solutions, alternatives and improvement projects;
- and encourage and collect feedback on products or services.
As you can see, these specialists are a link between companies and clients, providing ongoing support, personalized and close attention and, above all, prioritizing the interests of the user.
Professionals and departments related to Customer Experience are especially important and used in SaaS (Software as a Service) companies, since they require constant interaction between representatives of the organization and customers through electronic digital channels.
In addition, these companies usually work through long-term contracts, since their services and strategies are systematic, progressive and sustainable, which is why specialists are needed to follow the strategies and guarantee their success.
What is customer service for?
If we talk about the usefulness of this concept anhui mobile phone number list in general terms, the answer is simple: customer loyalty .
Offering close and efficient customer service helps retain customers, generating users who not only constantly seek you out for the quality or affordability of your products and services, but also for all the benefits and sensations that come with interacting with your brand.
In turn, customer loyalty through solid service provides excellent economic benefits to companies , especially increased long-term revenue .
This makes businesses sustainable and long-lasting despite the constant increase in competitiveness and the different challenges posed by business activity.
On the other hand, it is always cheaper to retain a new customer than to attract potential customers , another reflection of the financial usefulness of customer service.
Of course, this does not mean that attracting leads and converting them into clients is no longer important. On the contrary, good service and experience help to accomplish this task.
A simple and traditional example is that, by satisfying the needs of a consumer, they can recommend you to friends and acquaintances, which will contribute to increasing your clientele.
Why is customer service so important for businesses?
Without further ado, below we will talk about 7 advantages or aspects of customer service that demonstrate how important this concept is for companies and brands.
1. Improve the consumer experience
Today’s consumer is not only looking for a good product or service, but also demands an excellent experience, and that is what customer service is all about.
Applying this concept allows customers to reach the highest level of satisfaction, turning them into loyal consumers and even brand ambassadors .
If you offer a user everything they need and genuinely care about their problems and concerns, why would they consider replacing you with another commercial alternative?
2. Reduce friction with the company
Nowadays, Digital Marketing , specifically Inbound Marketing , is giving great importance to the concept of Touchpoint, that is, the points of contact between a brand and the public.
What is the reason for this? Simple: good service should focus on reducing friction, which is what we call all those situations or aspects that can make the customer uncomfortable or upset, leading them to think about directing their purchases to a different company.
For this reason, optimizing customer service will help you meet the specific needs of the person at the different stages and points of interaction with the brand.
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3. Increases customer life cycle
In the business world, there is a concept called Churn Rate, which you should always fear, as it refers to the cancellation or abandonment rate recorded in a customer base.
Don’t worry! By implementing good customer service, you will avoid friction and generally improve the experience, thereby reducing this annoying statistic and instead prolonging a very positive one: the retention rate.
By doing so, you will see how you will retain a large part of your customers and prolong their life cycle, which translates into an increase in the level of profits per consumer.