Customer service or support is the process of providing assistance to a person who purchases your products or uses your services. Support can be offered through a variety of channels, such as email, call center , social media, chat , messaging apps , and more customer service .
Quick response, accurate information and friendly conversation are some of the main features. Good customer service increases satisfaction levels and brand loyalty , as well as improving the company’s reputation in the market.
Do you want to delve deeper into the topic and learn a little more about the theory behind these concepts? We recommend reading: What is the difference between customer service and customer care?
Satisfactory customer experiences with
a company’s customer service are key to maintaining a strong relationship over time.
Good customer support must integrate brazil telegram data 30 million a set of strategic actions in order to improve the consumer experience , such as:
91 % of consumers are more likely to shop with brands that recognize them and provide relevant offers or recommendations. generates prior awareness create your website In other words, learning what customer service is can help you meet your audience’s needs with excellence.
Check out this article: How to Anticipate Customer Needs in 5 Steps .
3. Improve your reputation
According to Think With Google , 53% of shoppers say they always conduct online research before purchasing to ensure they are making the best possible decision. Providing excellent customer service to your existing customers will encourage them to say positive things about your brand online. This reinforces social proof and encourages strangers to trust you.
Regarding the origin of the contact
In a study conducted by Zendesk, 89% of customers say that receiving a quick response to an initial query is essential when choosing a company or product.
Furthermore, 97% agree that a bad customer service experience changes purchasing behavior . Nearly half (46%) stay away from a company that treated them poorly for up to two years after the negative customer service experience.
So not only speed and efficiency are two key aspects to ensure a satisfactory customer service process. The importance of paying alb directory attention to the quality of this service also impacts the potential to increase revenues in the long term.
But what actions are contemplated when studying the behavior of a consumer regarding the customer service they receive? Basically, three variables can be taken to measure this point:
If the consumer decides to purchase more products or services from that company;
If the consumer considers purchasing or using a product or service from the company again.
The study we used as a reference shows that 67% of consumers who received good customer service stated that they had recommended the company after receiving satisfactory service.
In addition, 54% decided to buy a product or service from the company again and at least 39% considered purchasing a product or service from the same company again.