The bottom line of every business is to make a profit; it’s the driving force behind business management. However, the difference between a successful business and one that shuts its door within a year is the level of satisfied customers and the dedication to continued improvement.
Contrary to what you may be thinking, when a business meets its customers’ expectations, the reward isn’t solely for the customers. All key stakeholders benefit as well. For better clarity, this article provides you with three key points on why customer support needs to be a top priority in your business.
1. It helps to increase profits.
Did you know that only four out of every one hundred businesses make it to the ten-year mark? That means 96% of startups always come tumbling down. Why is that? Well, while there are other reasons, they usually always circle the same keyword, “customer service.” To succeed, you must understand that the customer is king and use this understanding to establish a customer-centric culture in your business.
As a small business owner, you may not be able to combat the low prices that larger retailers offer. Still, you can use excellent customer experience to leverage prices and increase your profits. Building a successful VOC program (Voice of Customer) is one way to stay ahead of the game at all times. An efficient voice of the customer program arms you with the ability to ask the right question at the right time and alerts the VOC team of unhappy customer issues. It also transmits the VOC feedback to the right VOC team or customer service agent to address immediately.
Alchemer offers an effective VOC program that does a great job in visualizing VOC data collected from customer feedback into reports that provide actionable insights into consumer behavior. This VOC strategy helps your business strategically put in measures that enhance better service and improve your consumers’ overall customer experience.
2. It helps build customer loyalty.
The truth is, customer service is robust, and you sometimes can’t handle it all on your own. Artificial intelligence provides us with new means to monitor consumer behavior. For instance, the use of cloud contact center software by large corporations like Apple helps them gain customer loyalty despite their products being at an all-time high.
Additionally, when you promote employee engagement and education on the importance of providing customer satisfaction, it strengthens the business and helps you build strong customer relationships, which encourage customer retention and loyalty.
An efficient cloud contact center software allows easy customer interaction and CRM integration for a better customer service experience. This contact center solution also allows your contact center agents to smoothly switch between any digital channel in real-time during customer interactions while maintaining context. Customers can easily have a personal live chat through emerging channels like chatbots, social media, and video chat.
3. It helps build brand awareness.
While advertisements are still a great way to promote brand awareness, nothing spreads faster like word of mouth. This can be good for your business but will depend on the kind of service you offer. For instance, a happy customer will refer their family and friends, thereby offering you free advertisement. Likewise, an unhappy customer will share their bad experience, which can ruin your reputation and deter business.
Additionally, companies are coming up with sneaky ways to promote brand awareness through their customers. One of such is the use of referral programs. Consumers will be happy to spread the word about your business if they know they’ll be rewarded. Referral programs are great because they create a win-win situation for you and your customers.
Today’s customers are keener on good customer service delivery now more than ever. It’s, therefore, your duty to ensure that customer satisfaction remains a top priority in business to avoid losing to your competitors.