Why is it so Important to Provide Good Customer Service?
Customer service is the support services provided to its customers. Knowing the importance of customer service is a must for any business looking to build a happy customer base and keep them coming back to buy.
Do you remember the last time you recommended a brand?
What was the reason that led you to suggest to a friend or family member to spend their money on that company’s products or services? Of course, quality is a fundamental factor, but another critical element often helps win new customers: customer service.
Receiving good customer service makes us feel listened to and valued as consumers, feelings that tend to increase confidence and can be that last little push we need to make a purchase.
Benefits of Implementing a Customer Service Strategy
To make the positive effects of a good strategy a little clearer, here are some benefits that prove the importance of customer service in digital business:
It helps to resolve doubts about products or services.
- Allows making tailored recommendations.
- It creates a bond of trust between the brand and the customer.
- Generates feedback that can be converted into improvements in the sales process.
- Invites customers to speak well of a brand.
- It generates loyalty.
Now that you have convinced yourself to get down to work and improve your customer service strategy, it is time to learn ways to improve your relationship with your customers. Take note!
Characteristics of a Business with Good Service Quality
Now that you know the importance, benefits, and types of customer service, let’s review some of the singularities that characterize companies with good customer service.
Below, we list some of the essential characteristics of a business with good service quality:
- They stand out from the competition. Customer service can decide when a customer compares two or more business options with comparable prices and delivery times. For example, a custom jewelry business schedules virtual meetings with its customers to jointly design their dream engagement ring.
- They have repeat customers. Businesses that give their customers special treatment and resolve their concerns quickly and efficiently often earn a vote of confidence that grows the customer base that buys their products or services regularly. In the jewelry business example, a customer who bought an engagement ring might come back to purchase their wedding bands.
- Offer customer service in more than one language. This may sound obvious, but it is not at all. Many companies offer customer service only in English or the language spoken in a particular country. However, ideally, customer service should be provided in at least two different languages to leave customers much more satisfied.
- Especially bilingual countries where more than one language is officially spoken, such as Canada, Belgium, South Africa, or Qatar, should provide bilingual customer service.
Today, not only multinationals offer bilingual customer service, but also jewelry stores (following the same example as the other points) and online companies. For example, even e-commerce sites or games and casino sites in Qatar offer customer service in English and Arabic. The reason is that people should be able to speak to a friendly and knowledgeable support agent in both languages via telephone, email, or live chat whenever they encounter an issue.
Anticipate problems. Providing good customer service requires constant communication with people who visit a business. This means that if a problem is detected, there would be time to prevent it from significantly affecting the company. In the example of the jewelry business, if in a given period there is more than one complaint related to the poor quality of a material, the company could change suppliers for one that offers the same material with better quality.
They get good feedback or ratings. Happy customers will have no problem leaving positive feedback or ratings on various platforms. Following the engagement ring example, newlyweds might show off their wedding rings on social media by tagging the brand or telling about their experience on sites that collect business reviews, such as Trustpilot.
Constant improvement. Closely related to the two previous points, the opinions, comments, and suggestions a business receives are nothing more than opportunities for improvement. For example, if the jewelry brand receives many complaints about the cost of shipping, it could look for ways to offer free or cheaper shipping.
