Top Stats and Takeaways About Customer Support Services

Customer support is crucial for the success of any business model weather web based business or consumer retail stores. It is frightening, the amount of power a customer holds. Discussed below are ten such stats and takeaways highlighting the importance of good customer support services in any organization.

Figuring Out The Customer’s Mind

Companies need to understand that customer feedback doesn’t just comprise of criticism and complaints. More often than now, the feedback consists of valuable suggestions and queries that might benefit your business. According to a survey in 2011, 7 out of 10 customers in America admit opting for a product that offered good customer support. The study also revealed how small scale companies tend to focus more on customers than established brands.

Retain The Customers You have Got

Keeping the existing customers happy should be the top most priority of any organization. Surveys state that the probability of selling to an existing customer is 14 times higher than marketing it to a new client. Contrary to popular belief, expanding your business does not necessarily mean widening your customer base. In fact, enterprises that develop their support services and achieve customer retention of even 5% tend to earn a massive profit ranging from 25-90%!

Happy Customers Are The Best Ambassadors

About 70% of the buying decision depends on how the customer is treated. Also, customer reviews, ratings and comments are excellent reference points that can contribute to the brand value. About 58% of Americans browse through the product reviews before buying it. Therefore, it is imperative that you strive to earn their faith and impress them with your responsive customer support.

However, Unhappy Customers Cost Heavily

About 91% of the unsatisfied customers will not be willing to do business with you again. Moreover, the fact that they deter other potential clients to invest in your brand is another blow on your goodwill. The best way to avoid this situation is to switch to a more personalized customer support framework where clients are given the option to communicate with the agents via live chats and video calls.

Robust Customer Services Boost Profit

A business does not need any over-the-top marketing strategies if it is successful in keeping its customer base happy and satisfied. 70% of the buying decision lies on how the client is being treated. Americans tend to tell an average of 9 people about their good experience and double that number if they face a problem with the company. Bad word spreads faster.

The Power of Personal Touch

The best way to get more people involved with your brand by approaching them personally. Customers want a level of engagement. Automated messages and pre-installed replies sure save a lot on time and effort. However, one cannot deny the power of personal touch. In fact, 67% of the customers admit to having hung up on the phone just because they could not talk to a real person.

Don’t Forget To Apologise

About 86% of the customers are willing to pay more if the brand offers quality customer support. However, 82% of them will probably ditch the name if you fail to live up to their expectations. Also, 37% of clients are usually satisfied with a recovery solution or monetary compensation, adding an apology boosts this number up to 74%.

All About Online Stores and E-Marketing

Online stores are fast replacing the retail sector, customers today opt for buying stuff online rather than purchase it from the supermarket. People expect the same quality (if not superior) of service from e-markets. About 42% of customers admit having contacted their retailer about an online purchase. Promoting your product online can be quite risky as the virtual world is pretty transparent. Even a minor mistake or glitch gets highlighted.

The Value of Email Advertising

94% of all online retailers provide email marketing solutions that inform the customer about the recent updates, upcoming offers, and seasonal discounts. Customers can also send in their feedback via emails. Also, about 41% of them expect an answer in the next 6 hours. However, almost 27% of all email inquiries are answered incorrectly. This gives out a poor impression of the brand.

Social Media – The Best Promotional Platform

Social media is no longer confined to just making friends; the platform offers budding entrepreneurs loads of tools to market their brand online. However, working on the social networking sites is no easy feat. Customers expect a faster response; there’s a lot at stake. About 32% of users expect a reply in 30 minutes and are willing to wait an hour at max.

Final Thoughts

It is a consumers market we deal in today, a platform where a single negative review can profoundly impact your overall sales and profits. Follow these points and build a reliable, robust and responsive customer support.