Suppose you are a Spectrum subscriber. How’d you feel if you are asked to travel to the company office to pay your bills? Bad? Frustrated? Terrible? On the contrary, you can just dial the Spectrum 1800 number for and pay your dues. That is customer support at its best. Convenient and super-fast.
There’s no denying that customer support is crucial to the growth and success of a business. Customer support teams were seen more as a cost center in the past. Luckily, that approach is starting to change for the better.
That said, these are the five ways customer support affects your bottom line.
- A Happy Customer Is a Loyal Customer
Just think about the scenario you came across in the opening paragraph. However, this time you’re the service provider. Your customer’s monthly subscription is about to come to an end and they’re reconsidering their decision to renew. Why? You aren’t the only broadband service provider on the market. That means the customer has a lot of options to choose from.
They call you and tell you they are thinking about whether or not to renew their subscription. Now, this is the moment where you’ll either retain them or lose them. There’s no grey area. Your treatment and handling of the situation will influence their decision. They’ll remember you not only for the services you provide but also for how your services are different from the others.
- Friendly Conversational Tone Is a Deal Maker
Nobody likes when they’re treated harshly or are spoken to rudely. Customers judge you by your way of speaking and interacting with them. If your sales agents converse in a polite tone, they can win over a customer. On the contrary, a customer support center that’s not friendly with prospects cannot empathize with them.
By not showing that you care for customers, you risk losing your sales revenue and brand reputation. Customers get turned away by bad experiences. If customers feel they aren’t being treated right, they’ll immediately switch to the competitor brand. It is advisable to prioritize customer support and you’ll be amazed by the results you see.
- Customer Courtesy Pays Off in the Long Run
Investing in customers doesn’t just mean giving away promotional discounts and creating value-added products. It also means treating them with respect and genuine courtesy. You won’t get the results immediately but this is one thing that’s going to have a long-lasting effect on your relationship with your customers. Happy customers are more than willing that companies upsell their products.
There’s no denying that the majority of customers trust companies who take care of them and treat them with genuine courtesy and respect. It is worth mentioning that customer courtesy has a positive impact on sales revenue. Satisfied customers are more likely to return as opposed to customers who have a bad experience.
- Do Not Keep Customers in the Loop
A poor customer experience can have tremendous implications for a business. If happy customers can bring you referrals, then angry customers can push you to the brink of collapse. Just think about all the possible implications of a poor customer experience. The first step in addressing customer queries is to not keep them waiting.
Customers do not like to wait. They want companies to address their issues on the spot. Oftentimes, putting a customer in the loop creates a series of chain reactions that don’t end well for the parties involved. In extreme situations, you can even offer irate customers a rebate or a discount. The key is to address the query on the spot.
- Quality Support Retains Customers
Marketing lets you introduce yourself to potential customers. It is the quality of service that retains a customer for years to come. Offer quality support to create customer loyalty. Customers appreciate companies that provide great after-sales services. By offering quality service you’re convincing your customers to come back to you again and again.
Train your customer support team to be attentive, kind, and empathetic towards customers. It’s not just about putting your customers first, but it’s also about making sure they know they are your priority. There’s no denying that a business needs to capture a new audience to keep the revenue stream flowing. However, you should give equal, if not more, importance to retaining existing customers.
Conclusion
Now that you know how important good customer support is for your business, start utilizing these methods. Take it from us, you’ll be amazed by the results you see.
