Customer service is the assistance a business provides to its clients in order to make their experience as simple and joyful as possible. If a business wants to keep clients and expand its offering, they need to provide exceptional customer service. In today’s world, customer service extends beyond in-person meetings and the standard phone support agent. It can be accessed through email, web, text messages, and social media.
Many businesses, like CarGuard Trevor Smith, also offer self-service assistance, allowing customers to obtain answers at any time of day or night. Customer service is more than just answering questions; it’s an essential aspect of a company’s promise to its customers. Get in touch with Trevor Smith and his team at CarGuard and get a tailored vehicle protection plan.
Why is customer service important to the success of a business?
To compete effectively, a business must provide excellent customer service. People used to choose which companies to do business with based on price or the product or service supplied, but nowadays, the total experience is often the deciding factor.
According to research by Gartner, 89 percent of businesses intend to compete primarily based on customer experience. Excellent customer support leads to a fantastic client relationship, mainly when the support team goes beyond just reacting to customer concerns and embarks on proactively anticipating client difficulties. At CarGuard, Trevor Smith and his team go above and beyond with clients, allowing them to easily upsell or cross-sell related services and create memorable experiences distinctive from other companies.
Great customer service is critical to your bottom-line
Embracing customer care support can help a brand attract and keep loyal clients, as well as have a significant impact on the business’s bottom line. It’s commonly argued that keeping existing consumers is less expensive than finding new ones.
It’s even been said that getting customers is 6–7 times more expensive. It’s true: poor customer service is a dominant contributor to churn. According to the US Small Business Administration, 68 percent of consumers quit getting service from a company because they are dissatisfied with the service they have received.
Customer service can make or break reputations
Customers can build or destroy a business’s reputation. It’s no wonder that today’s social, and digital consumers have become adept at getting what they want, whenever they want it, and their expectations have risen in tandem. In fact, according to recent research, 82 percent of CEOs believe their companies’ consumer expectations are “slightly” or “much” greater than what they were three years ago.
Furthermore, clients are increasingly quick to share negative experiences online, where they can immediately reach a vast audience. It’s more crucial than ever to help customers across all channels from the beginning and define what excellent customer service feels like both internally and externally.
Support is an integral part of customer experience
The divide between goods and services is becoming increasingly blurred, and customer experience has become an integral aspect of the product or service. Even small businesses are integrating products into their customer journeys. Some online businesses begin by incorporating their support centers into the headers and footers of their websites or by adding links to related support posts to webpages on their sites.
Many companies also include a feature that allows consumers to log tickets as part of their product experience. Customer service in the form of in-product assistance is the way of the future.
Customers are willing to pay more for a great experience
Putting a premium on the customer experience isn’t just fashionable; it’s also good business sense. Making sure every point of contact is enjoyable tends to turn out to not only make customers adore you but can also increase your revenue.
According to studies, 86 percent of customers are prepared to splurge more for an outstanding customer experience. If some customers are ready to pay more for premium experiences, such as premium assistance, early access to features, or other incentives, companies may elect to tier their client base. Good customer service experiences boost the bottom line in either case.
Happy customers will refer others
Happy customers are more inclined to tell their friends, family, and coworkers about it. In fact, 72% of customers will tell six or more people about a good encounter. It’s the result of a domino effect. If the customer service team is happier, they will work even harder to match or exceed clients’ demands.
Those clients will then be highly pleased with the brand and recommend it to others. As long as the company offers them an incentive to do so, consumers can be the best and most inexpensive form of word-of-mouth promotion. At CarGuard, Trevor Smith and his team know that customers are their foremost ambassadors helping spread the word about their experience with the company.
Customer service grows customer lifetime value
Customer lifetime value (CLV) is a crucial indicator to consider when managing a business. It represents the amount of money a business makes from a single customer account.
Growing this metric indicates that customers purchase more frequently or spend more dollars in the business. Investing in customer relations is a strategy at CarGuard used by Trevor Smith and his team, geared to increase the lifetime value of customers.
Customers are more likely to return to a business if they have a positive experience with the service and support employees. Or, at the very least, they’ll tell others about their excellent experience, which helps create rapport with customers.