Importance of Customer Service

It is no longer enough for businesses to provide quality goods and services at competitive prices. Customers also expect a high level of customer service. How well you serve customers will define your company’s long-term success. Outlined below are some importance of good customer service:

1. Increased Sales

Quality customer service isn’t just about retaining customers. It’s also an effective way to increase sales. It’s not just your existing customers who have questions — your prospects do too. The quality of your service highly contributes to first time customers becoming repeating customers hence increasing your sales and profits. Remember, customers remember bad experiences longer than good ones. Creating a better customer service experience than those offered by competitors can help businesses to standout in their marketplace, and in turn make more sales.

2. Great customer loyalty

Acquiring new customers is five times more expensive than retaining existing ones. For small businesses, with limited time and resources, customer satisfaction is even more important. You simply can’t afford churn. Most customers leave because they’re upset with the treatment they’ve received. That’s why offering fast, helpful customer service is critical to retaining customers. Not to mention that happy customers and word of mouth can also be some of the most effective drivers for new business.

3. Helps you make better business decisions

Your customer service tools can help you do more than just support customers. They can help you improve virtually every aspect of your business. Data from your help desk lets you see how your agents are performing and provides indicators for optimizing your support team. Your help desk can also provide an overview of CSAT (customer satisfaction) scores and customer health indicators. Or track the most requested customer features. When you look at a help desk solution, make sure it’s easy to get the insights you need to make faster, smarter decisions.

4. Improve Public Image

Customer service can help businesses to improve the public perception of the brand, which can then provide protection if there is a slip up. Customers are more likely to forgive a company for a mistake after receiving excellent service. Creating positive customer experiences is vital in gaining customer trust and creating a strong public image.

5. More business opportunities

Positive customer service makes people more likely to do business with you. In fact, 90% of consumers use customer service as a factor in deciding whether to do business with a company. This means that the reputation for your customer service will impact a large majority of potential customers and partners.

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Coca Look store located at Special Plaza 1, Lagos Avenue.


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