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Why Call and Contact Centres are important for your business?
Customer service is the new marketing
Customers have taken the time and effort to contact you and provide you with feedback on your product or service. You need to be ready to receive that feedback and act on it. Not only can you improve the product and services you offer, but you can predict future trends and modify your offering to increase sales.
Support is 50% of the product
When you sell a product or service you are only at the beginning of a relationship with your customer. Through our experience we have seen customer service evolve from complaints handling to an information based service.
Increase the value of your offering
In marketing the main aim is to create value and communicate your offering to the consumer. By providing quality customer service you have the opportunity to add value to your product. By expanding communication channels and removing the barriers between organisation and customer, you will have the means to allow customers to contact your organisation through whichever channel they feel more comfortable. Remember, it is ensuring that the lines of communication remain open
that provides you the best opportunity to listen to your customer’s voice.
It costs more to lose a customer than it does to keep them
We’ve all had a bad experience with a product or service at some point, but what really shapes our attitude is how that company deals with the problem. Word of mouth is the most effective form of advertising, so when your product comes up in conversation, ensure your customer is promoting it and not poisoning your reputation.
Customer service and branding
Every product has a service component. Your whole product may be a service offering. It is important to know how your customer views your service as part of your brand. Brand is all about image and identity, and from the moment a customer tries to contact you they are forming an opinion. The time you take to answer, how you respond and whether you show empathy for the customer will
shape their impression of your brand.
Personalising your brand
Too often large corporations are seen as cold and faceless. Take the opportunity to turn that image around and create a positive image for your company. Let the high level of customer service reflect the high quality of your product.
Good customer service equals higher customer satisfaction
What happens when a customer is dissatisfied? They defect and look elsewhere for a company that will satisfy their needs. Today, technology such as the internet makes it easy for customers to find information and competitors who offer more value. A customer who has a good experience with a company, however, will remain loyal. If a customer perceives a company to have gone above and beyond what was required, they are likely to stay loyal for life.
People will always want to talk to people
Online self-service has its limitations. There are times when a customer needs someone to listen and show empathy towards their situation. Personal service is an opportunity for your company to show it cares about their customers.
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