Why should you shift your focus to being customer service oriented?
Earlier, we’ve published an article where CEO’s and support representatives gave their best answers to this very question. One answer stuck with me:
Customer service is serving the customer and making sure they have appropriate experience with your company at any single point. Not just from the customer service department but throughout the entire company from the website’s user interface and user experience to the delivery man sending the goods to the customer.
Jun An, founder of Eezee.sg
What I want to emphasize with this quote is that customer service is not just how you answer your customers’ emails or talk with them via live chat. It should be consistent, distinct, and embedded into your company’s DNA.
You’ll see very soon that concentrating on customers in particular is bringing great results:
1. More loyal customers
The thing is people like being treated nicely. They like to acquire memorable experiences. And they want their problems and issues resolved quickly. A customer service oriented culture is exactly about this. Your team should be willing to build something more meaningful than just business-customer relationships.
Also, don’t forget about the basics and technicalities of any customer service – it should be fast and convenient. No friendly answer can save your face if a customer had to wait for it for too long. The best way to make sure everybody’s happy is to provide omnichannel support with the main focus on live chat.
I can recall more than one case when our customer success manager at HelpCrunch Konstantine struck up a friendship with our customer – he knows when they have a vacation, how they spent it, and if they liked everything about it. The guy’s just natural?
When all is said and done, customer service is something that gives you an edge over the competition when nothing else does. You’ll be surprised to see how many flaws your customers are willing to forgive and forget if you provide them with A-rated support. For instance, our customer satisfaction rate never drops below 95% – because we do care.
2. Word of mouth
Loyal customers are great just as they are, but they can also be extremely beneficial for your business.
If you ask marketers and business owners what marketing channel is the steadiest and most reliable, you won’t hear about Facebook ads and Quora answers. Word of mouth is what everybody wants to master these days (and only a few really did). People trust recommendations from their friends and family more than the most creative ad in the world.
The tricky part is that you can’t just launch a word-of-mouth marketing campaign, because it doesn’t work like this. Genuine recommendations and endorsements are something only LOYAL customers are willing to do.
A great product is a good start, but you can’t achieve this level of loyalty without investing in a customer service oriented culture. Customers will recommend your company if they feel like it’s a good reliable business, but you can only leave a lasting impression with your stellar customer service.
3. Lots of 4,5+ reviews
If you ever read reviews of anything, you’ve probably noticed that most of them mention customer service in one way or another. It’s just that good products are catchy, but good distinguishable assistance is something that sticks in the memory and often makes you leave that review in the first place. Exactly as in this whole Netflix situation.
Do I even need to mention that positive reviews impact your sales and revenue in the most direct way possible? 57% of customers won’t use a business that has fewer than 4 stars, while they are likely to spend 31% more on businesses that have excellent reviews.
Customer service oriented companies don’t just leave those reviews to the mercy of fate. They actively encourage customers to leave their thoughts more often than not specifically ask for reviews. And that is totally okay.
For a system to support Customer Service Orientation please visit HelpCrunch for your one platform, multiple tools and infinite customer relationships
Comments