Have you ever heard about a serious brand that does not have customer service? I don’t think so. Customer service is very important for every brand because it speaks about the work ethic of the company and about its solidarity toward clients. That is the reason each reputed company imperatively has this service.
As its name indicates, customer service is a service for customers. But in a more simple sense, it is a service of customer support, in case they need any kind of help or have some problems with the product or service the company offers.
In this article, read about how important good customer service is for the brand.
1. Provides customer satisfaction
Famous brands all over the world are hiring the best customer service associates to support their customers 24/7. These specialists work in shifts to always be there for clients all over the world in different time zones. Sometimes they are hired as full-time employees, other times as remote employees who work with the help of such tools as coworking space software.
2. Retains clients
When customers have their problem solved or are responded to, when in need, except for being satisfied, they are also likely to come back to your store or consider buying your product or service again.
This means customer service associates need to build relationships with clients and be able to apologize from the name of the company to the clients in case of causing inconvenience.
By the way, as mentioned previously, companies hire remote customer service teams and economize on leasing office space.
3. Provides your brand with word-of-mouth recommendations
When you release a satisfied and happy customer, it is likely that he is going to come back to the brand you work for. When in need of the same or similar products or services, he is not going to look for another brand because it takes the client’s precious time. And besides, why look for another brand or service when you already know the best one?
And except for coming back to your store himself, the client is likely to recommend you to his surroundings. What can be better advertising for a brand than a recommendation from a trusted and experienced customer?
In the sense of retaining and satisfying customers and also word of mouth recommendations customers, you can already say that customer service is part of the marketing campaign of the brand. Of course, it is. The better the customer service, the higher the number of sales.
But in today’s world, customer service may sometimes not necessarily be a team of people working in an office and being on the phone with customers. In modernity, customer service is first some automated chatbot tool that replies to the most frequently asked question or an explicative video of how to behave in different situations for customers. Consider reading the Splice review to check out a great video-making tool for the videos that you may need as customer service support material.
According to many surveys, people are more willing to buy from a company that has got customer service than from one that does not. Customer service is even more needed for eCommerce businesses, where there are no human consultants there to help people during their purchases.