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.
