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Why support agents don’t care about customer’s needs, even though 3 out of 5 customers take their business to the competitors after poor customer service experience? Only several decades ago, business owners were in a much more comfortable situation – they always had the attention of the customers.They were the center of the market and there was always a demand for their product.
Smart companies understand the value of their current customer base, and recognizing what they need to do in order to keep them.
The question is: why doesn’t it always look like that?
Why are the customers put on hold, even though over 50% of them hang up and 34% never call again?
By focusing on the customers, the smart companies are really broadening their customer base by increased referrals.” An investment in customer service can later turn out being a source of new customers.
It can become an efficient, very credible and free advertisement.
Lack of a toll-free number, unreliable free chat widget and no dedicated people to answer the question. When this moment comes, the company opens up for customers.
It adds dedicated tools for managing customer emails, installs online chat software on the website, creates social media profile on Facebook or Twitter or simply starts in the most usual and traditional way – sets up an additional phone line for customer support.
Adjust or die – there’s no other option for businesses.
It’s also time for good customer service to catch up and fight for customers, not fight against them. Kristina Evey, president of Centric Strategies – a customer service management company, says people no longer buy products or services – they buy relationships: “The No.
Markets and audiences’ size determine support tools.
Smaller businesses start slow and usually without paying much attention to details such as customer service – website design, search engine optimization and advertisement tend to be more important than email address or phone number clearly visible on the website. Fortunately, this sad picture changes over time when business owners realize they need to care about much more than just sales and financial results.
However, when it is managed improperly, it can also cause a lot of trouble.