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» Customer Service Definition
In simpler words, customer service is providing customers with the help that they need. Whether it is solving their problems, answering their queries, or instructing them on how to use a product/service. The reason why it is called customer service is because a customer is at the core of it. It’s about them first, then you - the company. It is about serving them. Offering the required assistance at the right time every time. Examples of customer services include processing a replacement request for a purchased item and scheduling a maintenance service. Assisting consumers with the implementation of a software product also comes under customer services. The entire process typically starts with customers reaching out with their requests to the business, problems encountered in a service/product, asking questions about the company’s offerings, or reporting a complaint. A company’s customer service team member then connects with the customer as soon as possible to provide support, resolve issues, or offer guidance.» Customer Service Mission
Every customer is different. They have their likes, dislikes, preferences, and purpose behind the purchase decision. Every customer is at a different stage of their consumer journey. Some of these buyers move through this journey pretty fast - a quick look-through followed by a prompt buying decision. Some have an elaborate consideration phase. Some move on to their next purchase without much thought. And others come back with significant feedback or requests for returns/replacements or services. During every interaction with a diverse set of customers, the mission of the business remains the same. To provide a pleasant communication experience and establish & maintain long-term relationships with each of them.» Why is Customer Service Important?
As per a Forbes report, 96% of consumers will abandon you for a bad customer service experience. That’s almost like losing all of your customers! The stats are enough to indicate how essential customer service is for any business around the world. But if you still need more reasons and motivation to strengthen your customer service department, here are some additional pointers:-
- Good customer service makes it easier to retain customers. Since your existing clientele is happy with your services, they’re more likely to keep coming back to you with their requirements. That also helps you save costs since retaining current consumers is cheaper than acquiring new ones.
- Great customer service turns customers into brand advocates. If your customers are happy with your products and service experience, they will tell the world about it. And encourage their friends and family to do business with you. That spells double benefit for you. You are not only getting new clients at zero costs but also seeing your goodwill soar in the market without any explicit efforts.
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- Thoughtfully designed customer service helps you stand out among the crowd. No matter how many competitors you may have, if you know how to please your customers with personalized, unforgettable experiences over and over, it becomes the primary factor for people to choose your business over everyone else in the market.
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- Customer service helps cut costs & boost revenues. Satisfied, happy customers keep doing business with your firm. Even when you don’t indulge too much in direct advertising or marketing, which, in turn, helps you save costs, it also helps cut down unnecessary expenses associated with unpleasant customer experiences. Moreover, it becomes simpler to cross-sell your offerings to existing & repeat customers, given the positive brand reputation, boosting the scope of revenue increase.
» Types of Customer Service Channels
Gone are the days when the only way to cater to your customers was the time they visited in person. Things evolved with the availability of telephones through which customers could speak to your CSR teams. And now that we live in a technological era, catering to customers has become super rapid and prompt. All you need to do is click or tap on your screen, and that’s it. If you’re a business, you already know there are multiple channels for you to offer effective customer services. Let’s explore the top channels below:-
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In-person & on-demand
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Calls
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Text messages
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Emails
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Social media
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Live chats
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Video assistance
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Self-service
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