The relationship between a company and the customer goes on for a lifetime. It never ends at the point where the purchase has been done by the customer. Experts say that great customer service covers all the aspects of a purchase process. These include pre-purchase, purchase, and post-purchase.
The assistance and advice offered to the customer at these stages go a long way. It requires one to adjust their personality according to a customer. The final result that is delivered makes all of it worth it.
It takes a team of skilled professionals to serve a customer at every stage. The option to outsource customer care service makes sense as the team with the vendor is already trained to handle every customer in a customized manner.
5 Reasons
This is no secret that it is of vital importance to serve a customer at every stage. In case you have not yet taken any step towards serving your customer then you might want to do it quickly. Here are a few reasons for giving detailed explanations.
Affects The Bottom Line
Every company works to earn maximum profit. It is never done by printing money. The only source of earning profit is the customer. Your bottom line would shine only if the customer is served in the best manner possible.
The prevalent quotation is that it is more economical to retain a customer than get a new one. A company has to place advertisements just to get the attention of a customer. This does not guarantee that the customer would purchase the product or service from the company. However, the probability that the customer who once purchased the product would return is higher.
A loyal customer brings more references through word of mouth, which is a free marketing tool. Hence, the company saves more money and profits increase. Poor customer service is the major reason why a customer leaves the company for another company. This affects the profit as well.
Brand Reputation
A company has a lot at stake while serving the customer. It only takes one bad review to get the negative work going in the market. A good customer care service can save the company from this danger.
Customers turn to customer care service immediately when they face a problem. What happens in the call decides how the company would be perceived in the market. A team of trained agents can handle such delicate situations nicely and save the company from getting hit with fireballs.
A good reputation in the market attracts more investors and partners. The company does not need to put in a lot of effort to get funding from investors. A good reputation also gives confidence to the employees who are applying for the job in the company.
Product Experience
Gone are the days when purchasing a product and seeking support services for it were different. Both the departments have now been merged and customers have done it. The trend has evolved as customers now notice everything that a company does for them.
An e-commerce company emphasizes making the support service readily available to the customer at every step. Companies go to an extent where they assign an agent who helps the customer to shop for his or her favorite products. The idea works because customers have several questions about the product. They seek quick responses to their questions.
Frequently Asked Questions help but a customer who has once left the shopping page rarely comes back to it. A call center outsourcing company has a team of agents who are skilled to retain the customer throughout the purchasing process. Consider this as a virtual store where a sales agent stays with customers till the time he or she has made a purchase.
Higher CLTV
A customer brings in a lot of money. This does not just happen once but many times during their association with the company. This is called CLTV. It stands for Customer Lifetime Value. Needless to say, the duration of how long a customer stays with the company plays an important role.
The best way to explain this is with the help of a company that offers mobile network services. Whether prepaid or postpaid, a customer is required to pay every month to keep the services active. This affects how much a company earns. It directly dictates the amount of profit that would appear in the final accounts.
Good customer service encourages the healthy engagement of a customer with the company. A customer is bound to read all the messages and emails from the company if he or she is served well by the support team.
Money Becomes Secondary
Monetary factors are important but they take a back seat if the customer service is good. A customer does not hesitate to leave a company for another one if he or she gets better service.
Customer service is the face of the company for a customer. Every word that customer service speaks represents the images of a company. A great conversation makes the entire company look good. The common statement, “company was doing when he/she was the CEO” is what we are referring to.
While a CEO is not the one taking calls in the support team, it is his or her image that goes out to the customer who makes money secondary. A customer does not mind paying more for a good service.
Final Words
Prioritizing customer service is equivalent to prioritizing the way to earn more revenue and ultimately getting more profit registered in the books of accounts.
