Customer service is the key to keeping your business bubbling along, without this important element supporting your business you will lose customers as quick as your attracting them.
CUSTOMER SERVICE USES
There are many ways that customer service grows your business its the human element of just wanting acceptance and become part of the community in which could be as simple as welcoming the new member, or having the virtual assistant watching your new Facebook group that you have formed and being there to answer simple questions and comments.
AMAZON – SHOPIFY – EBAY STORES
These stores rely heavily on you the owner to have the best customer support possible to help keep people with quick response times to questions, to give login information and be responsive to reviews that they write to know that they are being heard.
These simple steps are the way to have repeat customers that turn into raving fans that bring you more business. Doesn’t it make sense to spend advertising dollars once and then to keep them for repeat customers they’re after all then costing you absolutely nothing to retain.
Many customers just want to have their questions answered or follow up their orders or how to apply a code to give them the discount off the full price you are offering. To keep the customer happy it all comes down to quick response time to questions in order to avoid frustrations, which leads to refunds and buyers remorse.
Research reveals that customers want human interaction not something that frustrates them like a recorded message or phone prompts they want to speak to a human voice to answer questions quickly.
It may be something as simple as logging on people get stumped and annoyed when they can’t get access to products that they have just purchased. This delay in getting back to them with a solution to their problem gets them upset and writes reviews that are sometimes unpleasant and will hurt your future business.
With all the hard work that goes behind a launch of a new product or service with advertising and webinars I have seen personally the numbers of new sign ups drop off dramatically between 25-30% due to no customer service. This is leaving money on the table.
What about shopping cart abandonment this happens a lot and many businesses just send an email to get lost amongst the many emails that people get sent wouldn’t your company stand out from others to pick up the phone and ask them “was there a problem – how can we help you?”
There are some clients who will say nothing and will never take the next step because they are unsure of the next step in your program or service. A follow up call warms the person and shows warmth of your company.
This only takes a few minutes and something like “Hi Mary this is Dan from ABC Company, just giving you a courtesy call to first to welcome you to our company and to see if I can help you with and questions.”
How good does that customer feel now, first they are acknowledged and secondly they have an opportunity to say if there is a problem and have someone help them.