Before setting up your customer service department and diving into the nitty-gritty of goal setting, tools, and selecting support channels, take some time to really think about what customer support can add to your business and how it can help you achieve your business goals.
The mistake we see too many growing companies make is thinking about customer service too late in the process, and then struggling to put everything in place once they actually need support to be live and running.
Your customers are too important to be an afterthought. Getting customer support right helps you create trust, show your customers you care about them, receive invaluable feedback, create great word-of-mouth marketing, retain customers and stimulate repeat business.
But you can’t expect those kinds of results without understanding how customer service works and how you can design it from the ground up to set yourself up for success.
In a worst case scenario, poor customer support creates frustrated, distrustful customers and with the reach of social media these bad service experiences no longer happen in a vacuum. 59% of 25-34 year olds share poor customer experiences online (source).
Devoting time and resources to building a sound customer support operation is a solid investment. Here's why:
You build better relationships with your customers. When customers go into business with you they are taking a gamble. Providing good customer service at every turn will help your customers be confident that they made the right choice. 73% of consumers say friendly customer service representatives can make them fall in love with a brand. (source)
For every customer who bothers to complain, 26 other customers remain silent (source). Customer Support helps you gather invaluable customer feedback about what your customers like, what they don’t like, and what they struggle with. An organized, well-thought-out set of customer service processes will help you identify pain points based on real data instead of your gut feeling.
Generate word-of-mouth that helps you sell more. People love complaining about any bad service experience but will only fawn over truly exceptional help. Happy customers who get their issue resolved tell about 4-6 people about their experience (source).
Retain customers and stimulate repeat business from your customers. It costs 7x more to acquire a new customer than it does to retain an existing customer (source), so focusing on customer acquisition at the expense of retention is a costly mistake.
Ready to build the best customer support experience out there? We can help, read Customer Service Basics: The How-to Guide we've created for you or reach out here to talk about customer support, self-service, and multilingual support.
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