Why responsive customer service matters
Everyone likes to be heard. Your customers are no different.
It is vital to the success of any business that their customers feel appreciated and understood. A survey done by Microsoft revealed that 54% of consumers believe customer service is more important now than it was even just one year ago.
Still, more and more businesses are relying on automated services in industries ranging from Ecommerce to real estate. In the modern, tech-heavy markets of today, why should your business refocus on customer service
Revenue is king
No matter what kind of business you run, your bottom line is essential to continued growth. Great customer service can have an enormous impact on your revenue. According to a survey by American Express, consumers are willing to pay 17% higher prices on average to do business with a company that has a great customer service reputation. That’s often more than enough money to justify spending on dedicated customer service representatives. In fact, a study by Bain found that great customer service can drive revenue 4% – 8% higher, even after taking the costs into account.
A happy customer is a loyal customer
According to Microsoft 96% of consumers say that customer service is an important factor for deciding which brands to stay loyal to. That’s pretty much everyone. If you want a customer to come back to your business, you need to have stellar customer support.
Better yet, if your competition has poor customer service, those customers can be stolen away with just a little bit of charm. In fact, 33% of customers that abandoned a business last year did so because of poor customer service, according to accenture. Would you rather be the business that loses customers because of poor customer service or the business that scoops those customers up?
You can’t afford not to
Word of mouth is vital to any business. You need people to be talking about you in a positive way and recommending your business. Not everyone is running out to shout from the rooftops when things go smoothly, but when things go poorly, people talk about it. In fact, according to a survey by American Express, the average American tells 15 people about a poor customer service experience. Men on average tell 21 people and women tell 10. Can you afford to have 10 – 21 people think poorly of your business every time a single person can’t get a rep on the phone?
So, what next?
According to Deloitte 59% of companies that use outsourcing tools use them as a cost cutting tool and 57% use them to allow the company to refocus on the core business. Outsourcing can be a practical and cost-effective way to improve your customer service across many vertices. At Outsourcing Services International we provide impeccable, outsourced customer service and would love to work with you.