Today, businesses spend a lot of money on advertising to get customers and build relationship with them. Do you ever think – What do your customers think about “YOU”? Are your customers feeling the love from your business?
“Everything start with the CUSTOMER.” — June Martin
So, its your job to provide the great customer experience to keep your customers happy.
“Always remember if you don’t take care of your customers, SOMEONE else will.”
Here is an exact definition of customer service:
“Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.” – Study
5 Things Great Companies Do For CUSTOMERS!
1. Know their products
2. Know their customers
3. Commit to quality service
4. Always help customers when they need it.
5. Always provide what they promise.
Customer service is not a department, it’s everyone’s job. In order to provide great customer service, every employee of your company matters; they all contribute. Whether an employee is part of your sales team interacting with customers face to face/phone-to-phone or he’s a designer to make sure the website works well and describe your products/service very well.
“Customer service shouldn’t just be A department, it should be the entire company.”
- Tony Hsieh, CEO of Zappos
You don’t need to be perfect, you just have to take care of them and fix things when they go wrong.
“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.” - Kristin Smaby, “Being Human is Good Business”
Here are some statistics to get more insight about customer service:
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
On average, loyal customers are worth up to 10 times as much as their first purchase.
It takes 12 positive experiences to make up for one unresolved negative experience.
82% of consumers have stopped doing business with a company because of bad customer service. – Zendesk
Email is a critical medium for online customer service. 94% of all online retailers provide email customer service and 27% of email inquires are answered incorrectly.
Knowledge of the product is more important than speed when emailing a customer, so do everything in your power to get it right the first time, every time. (Source: Zak Stambor, Internet Retailer, 2010)
The only thing more important than response time and personalization is the quality of your response. Go the extra mile to resolve questions in a single email.
Employees only ask for the customer’s name 21% of the time, says Contact Point’s Client Research Study.
32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes. – Survey by The Social Habit
Happy customers delivers a big and predictable — return on investment: Happy customers, on average, tell 9 people about their experiences.
It’s 6 to 7 times more costly to attract a new customer than it is to retain an existing one.
E-commerce Statistics: The key reasons for abandoning online purchases are:
Unexpected delivery costs (70%).
Lack of information about the product, service or delivery (56%).
Website difficult to navigate or can’t find what i’m looking for (46%).
Complicated registration process (38%).
Want to ask a question – can’t find the answer (37%).
Top two reasons for customer loss:
Customers feel poorly treated.
Failure to solve a problem in a timely manner.
(Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010)
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
Toll free number service helps you to deliver good customer service. Your customers can reach you when they have any query without paying a penny. Improve customer satisfaction by being available to take their call. You will never miss a call and it shows you care your customers. We can say,
Toll Free Number = Care Your Customers
Toll free numbers are numbers which allow customers to contact a company, business or indivisual at no cost. Customers can able to make a call to you & ask their queries and they don’t have to pay for the call.
Toll free number can play a vital role in attracting new customers. Here are some toll-free number statistics:
Many research studies have found that a toll free number can improve sales by 30%.
61% of shoppers still prefer to receive assistance over the phone. Source – Econsultancy
Vanity numbers had a 75.4% higher recall rate than regular 1800 number.
75% of customers believe it takes too long to reach a live agent.
Studies shows that, people respond 30% more to an advertisement with a toll free number.
Vanity phone numbers were 33% more likely to drive clicks in mobile ads than their generic counterparts. – Study by RingBoost
By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Gartner Research)
A productive ad featuring a 1-800 Vanity phone number can generate a response rate of 30% or better.
Consumers have a 57.6% Average Higher Recall Rate of Vanity 800 Numbers over URLs.
I hope you enjoyed this post. Do you have any thoughts on the state of customer service? Please share them with us in the comment box below! We’d love to hear from you.